Waiting for a No Refund Letter for two weeks - Such a better service

I flew from JHB to George and lost my phone in that journey, Luckily I had travel Insurance , taken when the flight were booked. I immediately contacted the insurer which is Chubb and they process my claim request and requested that I give then a "No refund" letter from Kulula.

They said I get this letter by e-mailing ********** and I did and two weeks later, I am still waiting for that letter and Chubb cannot process my claim as they need proof that I did not get a refund from Kulula.

A lady called me, Monday morning and said that the George airport would send the letter to me but today I have not received anything and I am without a phone.

This is absolutely poor service and poor communication as no one calls to explain anything.

It is so easy to take up insurance when booking your flights and the R40 for insurance is deducted immediately and yet a No refund letter takes two weeks to be written.

If anyone wants to take travel insurance I would recommend that you take it elsewhere and not with Kulula, their service sucks.. period..