Disgusted at horrid disservice to the elderly long TFG account holders!

How are they assisting me when they told me yesterday the claim has been rejected?

Good day Ms Dimakatso,

Thank you for the below response , it is much appreciated.

From a personal point of view, I do understand your mother’s situation and her reason for leaving her bag.

It can be understood that this was your mothers church, she felt comfortable and relaxed and had no thought of ill intensions from any of the parties that were present.

We as the claim administrators however look at each claim and its description through the eyes of the policy wording and the Terms and Conditions that your mother falls on.

Whilst taking into account the event that had led to the loss/theft of your mother’s device , the policy specifically states that it does not cover loss or theft in the case where the user and/or policy holders actions could cause or contribute to the damage , loss or theft ,as stated in section 4.2 seen below. The section does not use the phrase negligence , but simply states the onus is on the client to take care of his/her device under all circumstances. In your mothers case she could have placed her phone in her pocket, or have taken her bag to the alter when preying. (this is just a simple example of what safeguarding your device would entail)

Please refer to the below snippet of the policy wording :

As claim administrators we have to abide by the terms and conditions when assessing all the facts, which are as you have advised:

The policy does not define unattended as a measure making it “subjective”.

Unattended by definition is :

“not noticed or looked after”.

“not supervised or looked after”.

“unwatched ,unguarded”

Please note in reference to the policy covering theft, the policy is an all-risk policy meaning that everything is covered unless it has been specifically excluded. The circumstance surrounding the theft is an exclusion on the policy. Meaning the circumstance surrounding the nature of the theft fits into a circumstance under what the policy excludes.

We are unable to settle the claim. I truly apologize that the outcome could not be more favorable.

| JASON OATS - Claims Administrator
Monitor Administrators
Phone: |
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Email: | ***

So....this is how the rejection is justified?????? Why was it not explained to her 8n 5he first place 8n a language someone her age can understand??? Is this how you prey on the elderly?

Do you honestly care about your customers or only chasing profits? Does everyone get painted with the same brush regardless of their level of understanding? Are your staff even trained to properly explain these hidden clauses to the customers? Everyone knows that the elderly spend most of their time in church but do not regard it as a social gathering but more of a spiritual event. Why then is this not explained to them when they purchase insurance? The younger generation get told of watching their bags at social events and will still leave them recklessly and lie about how losses occurred and you pay these claims but you ignore the elderly who are honest in their claims. Why then, are you not training staff to explain these covers according to the level of understanding of the person they are selling to instead of just referring them to some hidden clause that was not explained before hand, when you reject the claim? It really is unfair to punish my mom on your own incompetence and expect her to continue paying for a loss she incurred. You sold her false hope and that proves you really do not care of whose money you *****, as long as the company is profitable!