Cellphone Claim under House and Contents Policy

On the 23rd September 2023 I registered my Cellphone loss claim at OUTsurance under claim number ***, xap!! As still traumatized as was I explained to the lady what had just happened yesterday in my house, that I invited friends over for some Rugby watching and the next thing there is a fight in the house, chased all of them away, only to realized later in the night that my other phone was missing and the other is damaged. xap!! Gave them the time details and the phone specs, they requested the police case, affidavit and ITC number, I provided the entire information required. xap!! A few Days later the lady calls me to inform me that the claim has been approved. xap!!

After sometime a gentleman calls me from claims department to verify my claim, xap!! he asks me what happed, I explain to him what I told the first lady who registered my claim, adding off cause more info to the story being more detailed. where the phone was? where was I ? which room? how may were we? so forth and so on. Xap!! He asked which sim and network was I using? told him MTN, he verified that with MTN then later he called to tell me that MTN is saying the number does not belong to me cause the number has been recycled. Xap!! I went to MTN to get the proof that I once owned the number couldn't get help there at all, luckily I had an old affidavit in my emails requesting to do a sim swap on the number, I sent it to him as proof that I owed the number. xap!!

Next he needed screen shots of lost phone google time line, I completed and signed consent forms, took and sent pictures of the phone box, he requested my friends numbers who were there to call them for verification (you can imagine how does that makes one appear Infront of my friends) xap!!

Week later he calls me and says that he wants to go through the story again, I explained telling him what happened, he says to me the story is not the same, he continues to tell me that the ITC of the phone shows it was blocked in May already, I agree to that and explain to him why was it blocked in May and that it was lost and I managed to retrieve it back months later and it was by the TV stand and not being used it for sometime cause I had another phone that I was using, there was no need for that one for now. hence MTN recycled the number. xap!! He continued to tell me that I am changing my story and at a time interrogating and playing mind tricks on me, at a time threatening me that he wants this to be between the two of us and he does not want to involve a third party, I did not know what that meant? I told him that I am not changing my story but explaining to him why the phone was blocked, He even insisted to know why and how the phone was lost the first time, which was irrelevant to the current incident. I didn't know that when covering or claiming for house contents history of the items was needed.

Finally after being made to feel accused of theft, lying and irrational I asked him if OUTsurance will assist me or not ? he said he will call me next week Friday on the 20th October 2023 after he presents the case and telephone records to the meeting. I feel the claim is being dragged due some accusation to me of some sort. I have been a client of OUTsurance for over 4years covered my home and contents, BUT I am glad that this bad experience is happening on a cellphone claim, imagine if it was now my house being burnt to the ground.

I suffered a loss and OUTsurance does not care even for the trauma that one went though, I should be helped.