Paid premiums for 2 years, but when I finally needed to claim, I felt dismissed and unfairly treated. A frustrating

Extremely disappointing experience with Viva Cover and Guardrisk

I am extremely disappointed with the way my insurance claim was handled by Viva Cover and Guardrisk.

I have been paying my insurance premiums for two years, trusting that I would receive assistance and protection should something happen to my insured phone. Unfortunately, when I eventually needed to make a claim, my experience was extremely frustrating and disappointing.

I insured my Huawei Nova Y62 Plus, and unfortunately the phone was ****** while I was travelling in Johannesburg after returning from the Northern Cape. I followed the required process and provided the documentation requested from me, including an affidavit and certified copy of my ***. I also made every effort to obtain supporting documentation regarding the purchase of the phone, as the phones had been purchased collectively through a funding company.

What has been particularly frustrating is the way my claim was handled and the exclusion that was re**** upon to reject it. I was informed that theft/loss from a person is only covered where there is force or threat, and that my circumstances did not meet the requirements.

This left me extremely disappointed because, from a customer's perspective, theft is theft. I struggle to understand why I would need to have my safety placed at risk or be subjected to force or a threat before my ****** phone would qualify for cover. I certainly do not believe that a customer should have to put themselves in danger for an insurance policy to respond.

I understand that insurance policies have terms, conditions and exclusions. However, my concern is not simply that there was an exclusion — it is how the situation was handled and how the exclusion was app**** to my circumstances.

After paying my premiums for two years without needing to claim, I expected that when I genuinely needed the cover, my claim would be handled fairly and with consideration for the circumstances. Instead, I was left feeling that the process was more focused on finding a reason not to pay the claim than on assisting me as a customer.

I eventually escalated the matter through a formal complaint and had to take the matter further through the relevant complaints process. What should have been a straightforward insurance claim has consequently become a lengthy and frustrating experience.

I took out insurance because I expected protection when something unfortunate happened. Unfortunately, this experience has seriously affected my confidence in both Viva Cover and Guardrisk and in the value of the cover I have been paying for.

I hope that this complaint is taken seriously and that the handling of claims and customer complaints is reviewed, particularly where exclusions are re**** upon.

Companies: Viva Cover / Guardrisk Issue: Handling of insurance claim and subsequent complaint Desired resolution: A fair reconsideration of my claim and an appropriate resolution to my complaint.