POOR SERVICE from OUTSURANCE!

I am deeply disappointed in the poor customer service rendered when I needed Outsurance the most. You promised on saturday that the service provider will still call me or whatsapp on saturday . No call came from the service provider. I would like to understand why I was not given the option to go get a replacement phone myself. I was at Telkom and the Iphone store when I called you. Why am I being inconvenienced to this extent. I use my phone for almost everything and I am very frustrated.

I am travelling next week and expecting my flight travelling documents via whatsapp and email.

Please advise if I cannot go and get myself a phone at the Iphone store or telkom. Please just give me a voucher if possible.