Your subsidiary FinRite - a big disappointment (passes the buck instead of solving issues)

I am a very disappointed customer of your subsidiary, Finrite.

I have been your customer for 7 years since beginning of 2015 and after paying premiums for the number of years, last month - December 20th I submitted a claim. We had received a new device in Jan/Feb 2020 and in December 2021, this new device started giving us technical challenges. We subsequently submitted a claim, which after verifying everything, was asked to pay the required access over a month ago and the device was collected by the courier in its original box – we are still waiting for the matter to be resolved.

Seemingly, after verifying and indicating that everything is in order, Finrite is trying to find delay tactics to not assist and resolve this claim. Apart from failing to give me regular updates, where I had to always phone to follow up - their latest view is that the device ID number is not the same as the one they have on record. The irony of this whole process is that they organised the device, they arranged that I collect the device from a Jet store - Mall of the South and they arranged that capturing of information (including the device ID number) is captured on their behalf by Jet stores. Jet Stores also facilitated the process of me continuing with the same insurance.

Now the issue of Finrite not having the device ID number is now being made my problem as the customer. This is after I followed every instruction by Finrite when receiving the new device.

The most irritating aspect is this comes weeks after they have already approved my claim and after I have paid the access. Why is it that Finrite are trying to blame me for the incorrect device id, when it is their service provider that provided the device, captured the details and confirmed that my insurance cover is extended to the new device.

Kindly intervene on the matter, as I believe your intervention will speed up the process and I would not have to take this up with the office of the ombud or with the likes of Consumer journalists like Wendy Knowler.