IUA and Samsung Care + are Huge Disappointment. Stay clear of them!

I sent a request to IUA on the 15 May 2025 to have my phone screen replaced. I have had Samsung Care + plan for 4 years and I have never claimed on the policy. IUA responded in email advising that my cover expired on the 01 March 2025 and advised I cannot claim and I must cover the R6000 cost to replace my screen. I was not aware of this expiry and if I was made aware I would have ensured I had extended cover elsewhere to prevent having to cover this R6000 cost. IUA advised my contract was a 2 year (24 month) contract and it could not be extended to cover you for 36 months, even if I continued to pay monthly premiums.

I then escalated the request to Vaughan from Samsung who further investigated for me and asked me to forward them all the correspondence advising they will help me. A few days later a received a call from Vaughan Samsung advising me that the buck stops with IUA and nothing could be done for me and I must cover the R6000 replacement screen cost. Samsung only use IUA for device care and repairs and as everyone will know there are a lot of horror stories about IUA insurance that can be reviewed right here on Hello Peter. IUA and Samsung refused to assist me and advised nothing can be done for me. I have since moved my family off Samsung phones and I will no longer be purchasing any more Samsung appliances. IUA are a severe disappointment for South Africa and they are a huge let down for Samsung as Samsung will lose customers like myself and my family due to service outcomes like this. Overall this has been a huge disappointment and very bad experience, I and my family will no longer be doing any business with IUA and Samsung whatsoever in the future and Samsung have lost a customer for life.