SHIIIIITYYYY INSURANCE PROVIDER

I am appalled with the service you provide! My device was ****** on the 18 of November and of course since I am insured I made sure to contact you in regards to how to handle the matter. I rushed to the police station after blacklisting my device and sim and IMMEDIATELY scanned through all my documents to you, little did I know my plea for help will be the start of my nightmare:

18 Nov 2019 I email my claim form, contract copy, police incident form, I get an email that my documents were received and my claim/ case is open.

19 Nov 2019 I call to check if my documents are indeed received and it’s not a bot that is answering your emails, turns out it was a bot and the Miriam advises that need to add my id copy along with my claim, I email it and we’re all set I’m told to wait between 5 to 7 days.

That same day Miriam call’s back and advises that the imei number does not match the one on the system, cool I read it out to her and tell her the box has 2 imei numbers fine she then asks for a picture of the device box, I send it though.

23 Nov 2019 I receive an email from Amanda advising that my imei number does not match the system I call immediately and ask if she can’t see the image I sent, she explains that she sees it but can’t see the imei number, I direct her to where it is on the box and she assures me we on tract nothing is missing now and claim is gonna be sent through for authorisation.

25/26 Nov 2019

I call the centre and keep getting told to hold - the agents drop the call. Eventually one picks up and says authorisation takes 2 days fuming I hung up and called again, the lady tells me the authorisation is done she’ll email me the account details on where to pay for my device.

27 Nov 2019 I call again and a Boitumelo helps me and we finally have authorization. I go to the man store and email my proof of payment, I then call and get assisted by Neo who advises me that I’m insured for an iPhone XS and not an iPhone XR I tell her that I received an iPhone XR in store and we agree that I was over insured, she tells me she is ordering the XR and I will receive a call later on whetherI will be refunded for being over insured. I was not called later. I called and the agent Tshepo told me I will have to call in the morning but not at 9 cause they open at 8, I tell him fine I’ll call at 11.

29 Nov 2019 I call and the agent tells me there is an iPhone XR which was ordered but he isn’t sure what will happen to my refund and Neo is not in the office so he can’t help. I call again in the afternoon and Lebohang advices me to send a copy of the insurance contract and invoice as proof that I have been paying insurance ( both of which SHOULD be in your insurers posession. I send through a copy of my device contract, tax invoice for insurance as well as insurance copy. They then told me I will receive an iPhone XR and a refund on the amount I was over charged, Neo advised me that the couriers don’t work on the weekend and I will be getting my device latest Wednesday

03 Dec 2019 I call and an agent tells me that he will call me back the device is being couriered but the courier company should have sent me a tracking number. I call again 2 hours later another agent advises me that no device was ordered as they were still deciding which device to send me and they were confused.

Why do I have to chase a big giant for such a simple job ? Why don’t you keep your own invoices on hand ? Why is a 3 day job (according to your website) taking 3 weeks ? Am I a fool to you ?