Disappointing assistance from Switch Representatives

I was extremely disappointed with the representative Zintle. I wasn’t even making a claim, I was simply trying to finalise my quote so my coverage can begin. I am currently insured with another insurer and was hoping to transition all my devices over to Switch before my next billing date which is the 1 April.

When I contacted the representative, I had a few queries. I wanted to ensure that I had satisfied any disclosures and any additional requirements on my end.

When I submitted the supporting documents for my quote I included an exclusive owner warranty. I was told that I had to contact the store for the documents with a valuation of the value. I was unable to go in person, thus I spent my morning liasing with the store via phone to receive a document showing the value of the device. They sent me a quote, the representative rejected the quote - and stated that I need a valuation sheet or original receipt. Further, the representative stated that if the exact make and model is no longer available a quote in my name must be provided for the next available make and model. Which the original retailer did, they provided me a quote for the Nikon Z50 2. When I did this she changed her mind and rejected it.

My camera is a Nikon Z50, I purchased the device for when it was still on special. However the market value is R5 000 higher. Further, the original packaging (which I still have) that the camera came in states the correct current market value. I informed the representative of this discrepancy and I submitted screenshots, original pictures and images from the retailers website and other similar retailers expressing the market value. I also sent a screenshot of the email the store sent me after getting off the phone with them with the z50 2 quote.

Further, when I purchased the device it was a combo. The camera and lens came together, the Switch app requires disclosures for add ons. I provided this info but it resulted in an increase in the cost of the product which is not reflected in any current market value. I explained that to the representative, she didn’t even bother to acknowledge this point.

Then I was told that my exclusive owner warranty document is not sufficient proof that I own the device.

I tried to make adjustments to the claim however, I was unable to see my uploaded pictures and docs on my end. I was told to switch on and switch of my coverage which I did over 4 times. To this date, I still can’t see my documents but they can.

I was then told that the device needs to be insured for its current market value and that I must keep my invoice (proof of purchase) in a “safe place” in the event I need to claim.

I responded with a request for further assistance and further queries regarding the points that I raised which were not resolved or ignored.

This process was underwhelming and tedious. I am sorely disappointed by the lack of meaningful engagement that I received. It felt like I was just being brushed off and dismissed. This process does not sit well with me, and is alarming.

The whole purpose of getting insurance is to mitigate risk, however this process felt like I would be exposed to risk if anything happened to me or my device. I am deeply disappointed, this is my experience at the stage where their assistance is supposed to be compelling me to give them my money every month. How will I be treated in future if I am in a legitimately vulnerable position?