Tfg insurance

I am raising my dissatisfaction with the current process and limitations I have experienced in relation to my recent insurance claim.

Initially, I was pleased with how smoothly my claim was approved, which left me impressed with the service. However, what has unfolded since has been deeply disappointing and frustrating.

After being informed that my phone could not be repaired, I was instructed to visit a TFG store to collect a replacement. Upon arrival, I was told that my claim only covers the monetary value of my device at the original date of purchase. Unfortunately, the same model I previously owned is still available in-store, but at a higher price than when I originally purchased it. Despite my willingness to pay the difference between the original value and the current price, I was told that I am not permitted to do so.

This has left me in limbo. I have visited multiple TFG stores, only to encounter the same restriction repeatedly. The policy effectively prevents me from replacing my device with the same model and brand I initially chose, which undermines the very purpose of having insurance—to restore me to the position I was in before the loss.

I specifically selected my device brand based on preference and suitability for my needs. I should not be forced to accept a different brand or model against my will, especially when I am offering to cover the outstanding difference personally.

This policy feels unreasonable, unfair, and not customer-focused. I urge you to reconsider and allow me the option to pay the balance for the model I originally purchased. Anything less defeats the purpose of insurance and leaves me with an unsatisfactory resolution.

I expect a prompt review of this matter and a practical solution.