1 reviews | Active since Jul 2017
Insured for R14 000 and getting paid out R5999
<p>A few days ago, my cellphone screen cracked (iphone 5), I called my insure company and explained the story, they came back and said they would replace it with a Iphone 5s because they cant find the same phone. I then questioned why I am not getting a phone for the value I insured it for, however my excess remains the same and this is the result:</p> <p> </p> <p>Hi Mishkah</p> <p> Noted, Insurance will only pay out full value if item cannot be replaced ( FULL VALUE = R14 000), however please advise why I have to pay an excess of R1400 ( 10% of the actual value).</p> <p>You are willing to give me a replacement worth R 5 999, I have to pay you R1 400 i.e. Insurance is therefore only paying R4 599.</p> <p>I’m struggling to understand, why am I have to pay excess on the full value and not for the current value of the phone?</p> <p>Please advise how this is ethical.</p> <p> </p> <p>Dear XX</p> <p>Thank you for your e-mail.</p> <p>The excess payable is a standard amount on all our policies for cell phones, The excess is not based on the value of the phone.</p> <p> If I can use an example in your previous cell phone claim dated 03/2015, you paid a standard excess of R1250 and the excess has increased to R1450 over the last two years on all cell phones insured.</p> <p> As discussed, we do not insure the value of the item but rather the item itself and the risk attached when insuring a specific item.</p> <p> As advised we can refund your premiums for the past 10 months that the cell phone was insured for which totals to R1507.72.</p> <p> Please advise how you would like us to proceed in terms of what we have discussed regarding replacement or cash settlement.</p> <p> Kind Regards,</p> <p>Mishkah</p> <p> </p> <p>Nowhere does 1st for women insurance say this when you take out cover from them.</p> <p> </p> <p>So the solution they have given me is A take your excess you paid back which is R1500 or take the cheaper phone which is valued at R5000 which is not even close to the amount insured for.</p> <p> </p> <p>We are now on the search to find a better insurance company because 1st for women is just a *******!</p>
Thank you for your feedback.
We will be in contact to address your concerns.
Regards,
The First for Women Team
Thank you for your feedback.
We will be in contact to address your concerns.
Regards,
The First for Women Team
Update:
One of our Customer Relation Specialist attempted to contact you, without success. We have requested assistance from the claims department, feedback will be provided with you soonest.
Kind Regards,
The First for Women Team.
Update:
One of our Customer Relation Specialist attempted to contact you, without success. We have requested assistance from the claims department, feedback will be provided with you soonest.
Kind Regards,
The First for Women Team.
It's 12:14pm and still nobody from the insurance has followed up with this complaint!
It's 12:14pm and still nobody from the insurance has followed up with this complaint!
My phone is broken, hense the complaint. My claim is ********** 51 9
Please follow up and explain to me why I am getting a iphone 5s which is 5999 and not a iphone 6/7 which is about the same price i insured it for?
If I'm not getting the value of what i insure for why do you ask how much the item is worth when i purchased it, if you have no intension of holding up your endof the agreement?
Just another example of what a ******* first for women is.
So once again, why did they ask me how much I paid for the phone, when I insured it when they in face have no intention of giving my moneys worth but instead "put me in a better position" ( giving me a phone one level up but nowhere near what I paid for it)
Afternoon XX
With the way insurance works, is for them to put you into the same or better position than you were before the loss of your device.
When you purchased your phone the value was R14,000 and if you had lost it straight after receiving it your insurer would have had to pay the R14,000 for a new phone, the phone value might not be as high as it was previously, however as stated before insurance is to put you into the same or better position you were in at the time of your loss not the time you procured the phone.
We are putting you into a better position than you were in before the loss of the device.
You previously had the Apple iPhone 5, and we are upgrading it to the iPhone 5s as the iPhone 5 is no longer available.
Kind Regards,
Mark
Here is another example of how they change their story, 1st for women, doesn't even have the nerve to contact me directly instead hands the dirty work to the poor service provider.
May I just add that this guy was amazing and provided me with excellent service and a great explanantion.
Good evening xx,
I am Mark's manager and wanted to step in here. Whilst I appreciate your frustration, we are simply a service provider to the insurer.
When we are sent the specs of the previous unit, in this case iPhone 5, our mandate is to quote on the lowest cost suitable and equivalent replacement of that item. Given that your mother had the usage of the phone for a number of years means that the current cost of the equivalent replacement is considerably lower than at the time the unit was first insured. A similar example would be purchasing a new car, using it for a number of years and if the car is ****** you would only be paid out the value at the time it was actually ******.
We are happy to express your concerns to the insurer, but we are certainly not charging R14000 for the suggested replacement and have not **** about this in any way.
I'll make sure we convey your concerns to the insurer and get back to you asap tomorrow morning.
Have a good evening!
Regards,
Dan
So not only does the insurance, not tell you they will not pay you out the full amount, think about this
Yes the phone depreciates and they don't want to pay you out the value you paid for it however why does the premium go up every year?
So if I insure my Ferrari for 2mil and I have an accident two years later I will only get what the car is valued at the time of the accident, yet my premium goes up every year? Yet I insured it for 2mil and I pay a premium based on what I insured??
Which brings me back to my question, why do they ask for the value of the item when you insure it when they once again have no intention of giving you an item of the same valued insured or a pay out?
On their website they say:
Very few people leave their house without their cell phone, and this little piece of technology helps women all over South Africa keep their worlds running smoothly. 1st for Women will ensure that if your cell phone is lost, damaged or ******, it will be replaced with the "same or similar device you had before claiming."
So if you cant get me the same wouldnt the similar device mean similar in value??
They thought by offering me a Iphone 5s I wouldn't question it because they 'put me in a better position than before" is how they put it, I should just keep quiet and be happy.
Once again, I insured it for 14 000 and I am getting a phone for the value of 5999
My phone is broken, hense the complaint. My claim is ********** 51 9
Please follow up and explain to me why I am getting a iphone 5s which is 5999 and not a iphone 6/7 which is about the same price i insured it for?
If I'm not getting the value of what i insure for why do you ask how much the item is worth when i purchased it, if you have no intension of holding up your endof the agreement?
Just another example of what a ******* first for women is.
So once again, why did they ask me how much I paid for the phone, when I insured it when they in face have no intention of giving my moneys worth but instead "put me in a better position" ( giving me a phone one level up but nowhere near what I paid for it)
Afternoon XX
With the way insurance works, is for them to put you into the same or better position than you were before the loss of your device.
When you purchased your phone the value was R14,000 and if you had lost it straight after receiving it your insurer would have had to pay the R14,000 for a new phone, the phone value might not be as high as it was previously, however as stated before insurance is to put you into the same or better position you were in at the time of your loss not the time you procured the phone.
We are putting you into a better position than you were in before the loss of the device.
You previously had the Apple iPhone 5, and we are upgrading it to the iPhone 5s as the iPhone 5 is no longer available.
Kind Regards,
Mark
Here is another example of how they change their story, 1st for women, doesn't even have the nerve to contact me directly instead hands the dirty work to the poor service provider.
May I just add that this guy was amazing and provided me with excellent service and a great explanantion.
Good evening xx,
I am Mark's manager and wanted to step in here. Whilst I appreciate your frustration, we are simply a service provider to the insurer.
When we are sent the specs of the previous unit, in this case iPhone 5, our mandate is to quote on the lowest cost suitable and equivalent replacement of that item. Given that your mother had the usage of the phone for a number of years means that the current cost of the equivalent replacement is considerably lower than at the time the unit was first insured. A similar example would be purchasing a new car, using it for a number of years and if the car is ****** you would only be paid out the value at the time it was actually ******.
We are happy to express your concerns to the insurer, but we are certainly not charging R14000 for the suggested replacement and have not **** about this in any way.
I'll make sure we convey your concerns to the insurer and get back to you asap tomorrow morning.
Have a good evening!
Regards,
Dan
So not only does the insurance, not tell you they will not pay you out the full amount, think about this
Yes the phone depreciates and they don't want to pay you out the value you paid for it however why does the premium go up every year?
So if I insure my Ferrari for 2mil and I have an accident two years later I will only get what the car is valued at the time of the accident, yet my premium goes up every year? Yet I insured it for 2mil and I pay a premium based on what I insured??
Which brings me back to my question, why do they ask for the value of the item when you insure it when they once again have no intention of giving you an item of the same valued insured or a pay out?
On their website they say:
Very few people leave their house without their cell phone, and this little piece of technology helps women all over South Africa keep their worlds running smoothly. 1st for Women will ensure that if your cell phone is lost, damaged or ******, it will be replaced with the "same or similar device you had before claiming."
So if you cant get me the same wouldnt the similar device mean similar in value??
They thought by offering me a Iphone 5s I wouldn't question it because they 'put me in a better position than before" is how they put it, I should just keep quiet and be happy.
Once again, I insured it for 14 000 and I am getting a phone for the value of 5999
First for woman has poor customer service
First for woman has poor customer service
Update:
Our Customer Relation Specialist had left two messages on your voice mail. We will appreciate it if you will be in contact with us to conclude the matter.
Kind Regards,
The First for Women Team.
Update:
Our Customer Relation Specialist had left two messages on your voice mail. We will appreciate it if you will be in contact with us to conclude the matter.
Kind Regards,
The First for Women Team.
I have no phone, like I mentioned before and I sent you a private message with my email address.
My claim is for a damaged phone, so you will not get hold of me via the telephone.
I have no phone, like I mentioned before and I sent you a private message with my email address.
My claim is for a damaged phone, so you will not get hold of me via the telephone.
Hello Nicole,
We appreciate the information and will be in contact with the policy holder during office hours to clarify the matter.
Kind Regards,
The First for Women Team.
Hello Nicole,
We appreciate the information and will be in contact with the policy holder during office hours to clarify the matter.
Kind Regards,
The First for Women Team.
Thank you for taking the time to respond and attend to my issue I have.
Thank you for taking the time to respond and attend to my issue I have.
You are welcome.
You are welcome.
Update:
Our Customer Relation Specialist attempted to contact the policy holder, without success and a message was left on her voice mail.
We will appreciate it if the policy holder will be able to contact us to conclude the matter.
Kind Regards,
The First for Women Team.
Update:
Our Customer Relation Specialist attempted to contact the policy holder, without success and a message was left on her voice mail.
We will appreciate it if the policy holder will be able to contact us to conclude the matter.
Kind Regards,
The First for Women Team.
To update you about the matter the person handling my claim is Mishka, what she has done was give me a phone that is valued at 5999 and reinbursed me with my premiums paid for the past 10 months of having the phone insured.
Due to the urgency of needing a new phone I have accepted the phone.
My complaint remains, why did I not get a phone to the value of what I insured my broken phone which was 14 000? why did I get a phone of 5999 instead? what is the point of asking the client how much they paid for the phone when you have no interest in fulfilling the claim? I feel like i got cheated by you and to shut me up you just paid my premiums back, which is in fact not what I wanted at all, ALL I WANTED WAS A PHONE TO THE SAME VALUE I INSURED IT FOR BECAUSE I PAID 14 000 FOR MY PHONE AND HAVE NOW JUST LOST OUT 9 000 AND GOT A CHEAPER PHONE.
Can you fix this problem or are you just going to apologise and tell me there is nothing you can do?
To update you about the matter the person handling my claim is Mishka, what she has done was give me a phone that is valued at 5999 and reinbursed me with my premiums paid for the past 10 months of having the phone insured.
Due to the urgency of needing a new phone I have accepted the phone.
My complaint remains, why did I not get a phone to the value of what I insured my broken phone which was 14 000? why did I get a phone of 5999 instead? what is the point of asking the client how much they paid for the phone when you have no interest in fulfilling the claim? I feel like i got cheated by you and to shut me up you just paid my premiums back, which is in fact not what I wanted at all, ALL I WANTED WAS A PHONE TO THE SAME VALUE I INSURED IT FOR BECAUSE I PAID 14 000 FOR MY PHONE AND HAVE NOW JUST LOST OUT 9 000 AND GOT A CHEAPER PHONE.
Can you fix this problem or are you just going to apologise and tell me there is nothing you can do?
Update:
The item that was claimed for was discontinued and we have therefore replaced the item with a newer model, meaning that we are placing you in the same position you were prior to the incident.
The item was also replaced at a lower cost, which was discussed with you in detail. Because you were unhappy about this we have made a business decision to pay back the difference in premium, which was also not accepted.
We have attempted to discuss this matter on numerous occasions with the policy holder, without success. We herewith confirm that this matter has been finalised.
We trust that our explanation as well as all previous correspondence herein clarifies the matter and we are proceeding to close the file.
Kind Regards,
The First for Women Team.
Update:
The item that was claimed for was discontinued and we have therefore replaced the item with a newer model, meaning that we are placing you in the same position you were prior to the incident.
The item was also replaced at a lower cost, which was discussed with you in detail. Because you were unhappy about this we have made a business decision to pay back the difference in premium, which was also not accepted.
We have attempted to discuss this matter on numerous occasions with the policy holder, without success. We herewith confirm that this matter has been finalised.
We trust that our explanation as well as all previous correspondence herein clarifies the matter and we are proceeding to close the file.
Kind Regards,
The First for Women Team.
You keep saying you tried to call, when you read all my messages you can clearly see I have no phone to call to. I HAVE ASKED YOU TO EMAIL ME and recieved NO EMAIL FROM YOU.
You have not answered my QUESTION.
Why was my phone not replaced with a phone of the same value?????????
Why do you ask how much I paid for the phone when I insured it????? What is the purpose of the question when in fact you have no interest in upholding the amount insured for?????
You keep saying you tried to call, when you read all my messages you can clearly see I have no phone to call to. I HAVE ASKED YOU TO EMAIL ME and recieved NO EMAIL FROM YOU.
You have not answered my QUESTION.
Why was my phone not replaced with a phone of the same value?????????
Why do you ask how much I paid for the phone when I insured it????? What is the purpose of the question when in fact you have no interest in upholding the amount insured for?????
YOUR MESSAGE ABOVE IS BASICALLY TELLING ME YOU HAVE NO ANSWER AND INFACT I AM WASTING MY TIME WITH THIS BACK AND FORTH COMPLAINT!!
YOU HAVE NO MAILED ME AS I REQUESTED AND INFACT HAVE NO INTEREST AT ALL TO GIVE ME A PHONE OF THE SAME VALUE. IS THAT CORRECT???
LET EVERYBODY KNOW THAT THIS IS THE CASE.
YOUR MESSAGE ABOVE IS BASICALLY TELLING ME YOU HAVE NO ANSWER AND INFACT I AM WASTING MY TIME WITH THIS BACK AND FORTH COMPLAINT!!
YOU HAVE NO MAILED ME AS I REQUESTED AND INFACT HAVE NO INTEREST AT ALL TO GIVE ME A PHONE OF THE SAME VALUE. IS THAT CORRECT???
LET EVERYBODY KNOW THAT THIS IS THE CASE.
We acknowledge your feedback.
We will be in contact with the policy holder during office hours.
Kind Regards,
The First for Women Team.
We acknowledge your feedback.
We will be in contact with the policy holder during office hours.
Kind Regards,
The First for Women Team.
We acknowledge your comments.
We will be in contact with you before 09h00 tomorrow morning.
Kind Regards,
The First for Women Team.
We acknowledge your comments.
We will be in contact with you before 09h00 tomorrow morning.
Kind Regards,
The First for Women Team.
Thank you Dorathy Smit for calling and leaving a voice message that I was just able to hear this evening as I receieved my replacement phone that you sent today.
I understand that you may not agree with my complaint and that I have accepted the cheap phone of 5999 because like i said before, I had no choice, you gave me two options and I need a phone in order to do the work I do.
There options was:
1 take the premiums back that i paid of 1500 for the past 10 months
2 take the phone because this is all you offering and you leaving me in a better position than i was before the complaint, which means keep quiet because you getting a phone.
So like I mentioned in the private message above.
Why didn't i get the phone in the same valued i insured it for?
if i the phone was lost or ****** then what? would i still have gotten a 5s or 14 000 or a phone in the same value?
i do believe that if it was ****** you pay me its value, am i correct?
why do you ask how much my phone cost when i insured it?
Honestly the only way for me to be happy with this entire situation is to get a phone at the valued I originally insured my phone for which is 14 000. I would have been happy with an iphone 6 but your people just kept feeding me the same line, we putting you in a better situation. How is this better? a slight upgrade??
Please also don't make it sound like you doing me any favours because I am paying for insurance, I am paying for this service, you are not doing me a favour by giving me a 5999 phone instead of a 14 000 phone.
So I would like answers to my questions and I would like proof in your fine print that says this is how you handle a claim and always have please.
Thank you Dorathy Smit for calling and leaving a voice message that I was just able to hear this evening as I receieved my replacement phone that you sent today.
I understand that you may not agree with my complaint and that I have accepted the cheap phone of 5999 because like i said before, I had no choice, you gave me two options and I need a phone in order to do the work I do.
There options was:
1 take the premiums back that i paid of 1500 for the past 10 months
2 take the phone because this is all you offering and you leaving me in a better position than i was before the complaint, which means keep quiet because you getting a phone.
So like I mentioned in the private message above.
Why didn't i get the phone in the same valued i insured it for?
if i the phone was lost or ****** then what? would i still have gotten a 5s or 14 000 or a phone in the same value?
i do believe that if it was ****** you pay me its value, am i correct?
why do you ask how much my phone cost when i insured it?
Honestly the only way for me to be happy with this entire situation is to get a phone at the valued I originally insured my phone for which is 14 000. I would have been happy with an iphone 6 but your people just kept feeding me the same line, we putting you in a better situation. How is this better? a slight upgrade??
Please also don't make it sound like you doing me any favours because I am paying for insurance, I am paying for this service, you are not doing me a favour by giving me a 5999 phone instead of a 14 000 phone.
So I would like answers to my questions and I would like proof in your fine print that says this is how you handle a claim and always have please.
Update:
We are so happy that we were able to discuss this matter with you, thank you for understanding Nicole.
You are welcome to contact Dorothy should you require any assistance in the future.
Kind Regards,
The First for Women Team.
Update:
We are so happy that we were able to discuss this matter with you, thank you for understanding Nicole.
You are welcome to contact Dorothy should you require any assistance in the future.
Kind Regards,
The First for Women Team.
Thank you Dorothy for calling and providing me with a new insight. Which was reevaluating all my insured items once a year. Which allows me to look at the current value of items and then insure it for what its value is then and then informing the insurance, so that I can pay a lower premium based on the items current value.
I have saved your number and will in future just deal with you because the other people were not able to give me the advise you did..
Have a lovely day
Thank you Dorothy for calling and providing me with a new insight. Which was reevaluating all my insured items once a year. Which allows me to look at the current value of items and then insure it for what its value is then and then informing the insurance, so that I can pay a lower premium based on the items current value.
I have saved your number and will in future just deal with you because the other people were not able to give me the advise you did..
Have a lovely day