I Feel ****med of my money on phone cover

I am extremely disappointed with the way my insurance claim has been handled and feel that I have been treated unfairly as a loyal, long-term customer.

I insured my iPhone 14 (128GB) for a value of R30,000 and have been paying my premiums consistently for over two years on this phone policy, and for many years on my other insurance policies with this company, without ever missing a payment.

After my claim was approved, I was first offered an iPhone 15 (128GB) as a replacement in 2026, which I felt was already outdated and not a fair or equivalent replacement for the insured value. After raising concerns, the insurer has now “improved” the offer to an iPhone 16 Plus (128GB), but I am still expected to pay the R3,500 excess.

Even with this change, I am still unhappy because:

I insured my phone at a high value specifically for proper cover.

128GB storage was already an issue for me in the past.

The replacement does not reflect fair market value relative to what I have been paying for.

I feel penalised despite being a loyal customer with a clean payment history.

What is even more concerning is that I have requested the call recordings from when I originally took out the policy, as this was a verbal agreement made with the sales representative. These recordings form part of the agreement between myself and the insurer. However, the company is now refusing or failing to provide these recordings, which makes it very difficult for me to verify what was promised and agreed to at the time of sale.

I entered into this policy in good faith, expecting that if I ever needed to claim, I would receive a fair, like-for-like, and current-generation replacement. Instead, I feel pushed into accepting options that benefit the insurer more than the customer, while being denied access to records that should legally exist.

This experience has left me feeling that I have been paying for inadequate cover all along, and I am seriously disappointed with the lack of transparency, fairness, and customer care shown in this process.

I am posting this to warn other customers and to hopefully get a fair and honest resolution from the insurer.