EMPTY PROMISES

I bought a phone at Mr Price Khayelitsha, Cape Town May 2022. A day after i bought the device cash, I received a call from a gentlemen claiming his calling from Guardrisk through Mr Price and he offered me this make believe insurance cover for my device. I got interested gave him my personal details, bank details, email address etc. I was promised my device will be covered in case of theft/lost or damaged. He then said he will send me the policy to read and he never did.

Last month me and my 2 friends lost our devices while we were chilling with my cousins and her friends and other friends. My phone was on charge that's the time I saw it and when we asked everyone they denied, I then went to block my device and it was hassle free, I was told on steps to follow so that I can claim for this device and so I did. I went to Mr Price Promenade and the lady told me they couldn't pick up my name so I must call Guardrisk and I did a lady by the name of Megan Spykerman discovered that my email address was captured wrong so the policy was not sent to me. She then amended it and sent me the claim form, but advised me to go and claim the phone via Mr Price Khayelitsha and so I did.

Days went by and I received a message stating my claim was registered, a few days after that I received another sms stating it has been declined with a telephone number attached to it for me to enquire. I called them and asked the reason why my device my claimed. The agent told me there are missing documents and asked me what happened and I told him. He then told me they will decline the claim cause there no forced entry and I should have read the policy it is stated there. Ok now where is this policy? I then got cut off and I called again another gentlemen answered I explained what happened He then told me they can not decline my claim if I did not receive the policy and he will escalate the matter to the Head office and promised to call after 3 hours and He never did.

I called again the next day and a gentlemen by the name of Vusi told me I must write appeal and send me an email. I sent an appeal and there has been no response there after. I am so disappointed and frustrated because I am not getting help anywhere.