Absa iDirect Claim Issue

I am writing to express my disappointment and frustration with the claims process for my ****** phone with Absa iDirect. In November of last year, I insured my phone with Absa iDirect under my existing vehicle insurance and provided proof of ownership, which included the Device Info from my iPhone. This document clearly showed my name, the name of the phone, the serial number, and the IMEI number. Absa iDirect accepted this proof of ownership and initiated the insurance coverage.

However, when my phone was ****** on March 31st, and I filed a claim, I was informed that I needed to provide a proof of purchase, ITC reference number, and case number. While I was able to provide the ITC reference number and case number, I did not have the proof of purchase as I had purchased the phone through Facebook Marketplace and did not receive a receipt. I was not informed that this would be a requirement when I took out the insurance policy.

I believe that Absa iDirect should have made me aware of this requirement from the outset. Given that I had already provided detailed proof of ownership, which was accepted by Absa iDirect, it seems unreasonable to now request a proof of purchase that I do not possess.

I am frustrated that Absa iDirect is now refusing to pay out my claim due to the lack of proof of purchase. This is an unrealistic expectation, as many people do not keep receipts for extended periods.

I intend to escalate this matter to the Ombudsman and advise others who may be experiencing similar issues to do the same. I believe that Absa iDirect should review their claims process and communication to ensure that policyholders are aware of all requirements and can make informed decisions.