FoneYam advertises insurance that fails when you need it

I lost my income on 02 July 2025 and submitted an insurance claim via email in 28 August 2025. Abacus requested supporting documents, which I submitted on 28 September 2025. On 29 September I received a notification requesting documents again. I called and spoke to Charleen, informed her that I had already sent them, and she asked me to resend the documents to her Abacus email, which I did immediately.

On 01 October, I received an SMS stating that my claim had been cancelled due to outstanding documents. I immediately called and spoke with Kamogetswe, who informed me that Charleen no longer worked there and instructed me to resend the documents to her Abacus email. I did so, and she rep**** “Received with thanks.”After that, I received no further communication or indication that anything was outstanding, so I assumed my claim was being processed.

On 01 November, my phone was suddenly locked. I then discovered that calls from my number to Abacus were not going through, but they did go through when I used a different number. When I finally got through and spoke to Kamogetswe again, she told me my claim had been cancelled due to “no documents submitted,” despite me sending them directly to her. She then explained that the issue was internal — the supervisors failed to reassign my claim after Charleen left. I was told the claim would be assigned to Mthokozisi and that I would be contacted within that week. I was also told to wait for the outcome of the claim before my device could be unlocked, which makes no sense considering I submitted all required documents and the delay is not my fault.

I never received any communication from Mthokozisi. My number continued to not go through when calling Abacus. I sent follow-up emails on 10 November and again on 03 December to Kamogetswe, and I received no response.

To make matters worse, I later received a call from a FoneYam consultant requesting payment. I explained the entire situation, and she stated that she did not understand the delay as insurance claims now take 7 days to process.

I also called and spoke to a FoneYam consultant named Ayakha, who was extremely rude and dismissive. She told me there was nothing she could do and that I should pay for the phone and go to the store to request my contract if I didn’t understand it.

What is also very confusing is the issue of a so-called “grace/rental relief period.” When I initially submitted my insurance claim, my phone was not locked for about two months, and no explanation was given. I assumed the insurance had taken over. After the back-and-forth with insurance, my phone was locked again. Ayakha later told me FoneYam gave me a 2-month grace period and added it to my contract. I never requested a grace period, nor did I consent to my contract being extended. She then said the grace period was from insurance — which makes no sense, because I would still be expected to pay for it. How can this be insurance if it extends my contract and costs me more?

At this point, my phone is locked, I submitted my insurance claim long ago with proof, and I have exhausted every reasonable way to resolve this matter. If FoneYam does not genuinely offer insurance, then why is it being advertised?