TL
Tsholofelo L
1 reviews | Active since Dec 2018
16 Jan 2023, 14:09
Disgusting service
My mom claimed for her phone via Sohva, which was a circus, we had to fight to get the phone, we finally got the phone. She was not advised that the insurance will continue with the new phone and the premium will increase. I called and spoke to a lady who told me I should call IUA for assistance, when I called IUA they referred me back to you guys. This is really disgusting
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Replies (2)
Sohva's replyOfficial
16 Jan 2023, 17:28Hi Tsholofelo, we are sorry for the frustration you've experienced. We have passed your complaint on to our complaints team and will be in touch shortly.
Sohva's reply16 Jan 2023, 17:28
Official
Hi Tsholofelo, we are sorry for the frustration you've experienced. We have passed your complaint on to our complaints team and will be in touch shortly.
Sohva's replyOfficial
23 Jan 2023, 08:35Once again, we regret that your mom received bad service and had a poor customer experience- as the claims administrator, this is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service. We would also like to thank you for bringing this to our attention, it will help us improve our operations and services.
After thoroughly investigating the complaint, we found that a betterment fee was paid for the replacement device which then placed the phone on a higher cover band, resulting in a premium increase. If the band had not increased, the result would have been a lower approval amount for future claims. We have contacted your mom to explain why the premiums increased.
If you have any queries on the premiums that were debited for the lost device or for policy cancellations, please get in touch with IUA policy administrators on ***.
After thoroughly investigating the complaint, we found that a betterment fee was paid for the replacement device which then placed the phone on a higher cover band, resulting in a premium increase. If the band had not increased, the result would have been a lower approval amount for future claims. We have contacted your mom to explain why the premiums increased.
If you have any queries on the premiums that were debited for the lost device or for policy cancellations, please get in touch with IUA policy administrators on ***.
Sohva's reply23 Jan 2023, 08:35
Official
Once again, we regret that your mom received bad service and had a poor customer experience- as the claims administrator, this is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service. We would also like to thank you for bringing this to our attention, it will help us improve our operations and services.
After thoroughly investigating the complaint, we found that a betterment fee was paid for the replacement device which then placed the phone on a higher cover band, resulting in a premium increase. If the band had not increased, the result would have been a lower approval amount for future claims. We have contacted your mom to explain why the premiums increased.
If you have any queries on the premiums that were debited for the lost device or for policy cancellations, please get in touch with IUA policy administrators on ***.
After thoroughly investigating the complaint, we found that a betterment fee was paid for the replacement device which then placed the phone on a higher cover band, resulting in a premium increase. If the band had not increased, the result would have been a lower approval amount for future claims. We have contacted your mom to explain why the premiums increased.
If you have any queries on the premiums that were debited for the lost device or for policy cancellations, please get in touch with IUA policy administrators on ***.