LOOM Insurance - Worst insurer since King Price took over.

I refer you to Loom claim Loom Claim CLM***,

On the 15th of September 2020 i sent through my proof of payment for my device excess after my claim was approved for a replacement device. I was in constant communication with a lady by the name of Alacia from Phone trader regarding the replacement device.

On the 16th of September she sent an email that reads;

"Hi Sibusiso.

Thank you for your proof of payment.

We will dispatch your phone as soon as possible.

We will keep you updated."

On the 18th of September 2020 i sent a follow up email that went unanswered and after contacting Alacia telephonically did she only then inform me that the phone has not been ordered but will be dispatched, latest by Tuesday (22 September 2020).

On the 23rd September 2020 a day later I contacted Alacia asking for an update and only then was I informed that Phone Trader has failed to secure the appropriate device.

My insured device was an iPhone XS 64GB, and the replacement device was too be a iPhone 11 64GB, Alacia has informed me that none such units are immediately available in the country and that i must now at my own expense opt for an "upgrade" to an iPhone 11 128GB which will not come at an additional R1500.00 in excess fees.

I would like to put it on record that if I refuse such an offer, I will not pay any additional excess fees whatsoever. It is not of my own doing that the device is not immediately available.

Phone Trader, a service provider to your organization (Loom / King Price Insurance) has wasted my time tremendously they have **** to me on several occasions as to the true status of my replacement device. I have given what I believe is a fair amount of time for my replacement device to be delivered to me of which it has not nor has a device even been secured to ship out to me