WORST EXPERIENCE EVER

I am extremely disappointed with how my phone insurance claim has been handled, both in terms of the unfair rejection and the complete lack of service thereafter. When I took out this policy, I was informed that it covers loss of a device. At no stage was it clearly explained that loss must involve force, theft, or violence, and after reviewing the policy document, I cannot find any clause that explicitly supports this requirement.

Claim Background • My phone was lost, and I only realised this the following day • I immediately took responsible steps to block the device and replace the SIM card • When logging the claim, I was asked what may have happened, and I indicated that it may have fallen when I got out of my car • This was simply an assumption, not a confirmed event, and there are multiple possible scenarios for the loss Despite this, my claim was rejected on the basis of: “No evidence of force used” This reasoning is inconsistent with a policy that claims to cover loss, as not all losses involve force. Regulatory Concerns (FAIS & CPA) This matter also raises concerns under the FAIS Act and the Consumer Protection Act (CPA): • In terms of FAIS, financial service providers are required to act fairly, with due care, and in the interests of the client, including providing clear and accurate disclosure of policy terms • The CPA requires that services and agreements must be fair, reasonable, and transparent, and that consumers are not misled about the nature or coverage of a product Based on the above: • The requirement of “force” was never clearly disclosed • The rejection appears to be based on unclear or undisclosed terms, which is unfair Additionally, I was informed that I have 90 days to dispute the rejection, however: • This has been impossible to exercise, as I have never received the formal rejection letter needed to properly lodge the dispute Serious Service Failures The service I have received has been extremely poor and unacceptable: • At the time of logging my claim, I provided an alternative contact number for communication • Despite this, I am repeatedly told that the assessor attempted to contact me, yet: o I have no missed calls on my alternative number o I have not received any emails beyond the initial claim acknowledgement • The last email I received was simply confirming that my claim had been logged • I was promised a formal rejection letter, but to date (since February), I have received nothing • I have made multiple follow-ups, and each time I am told: o The consultant cannot resend the communication o They will request the assessor to resend it, which never happens This is a clear failure in communication, process, and accountability. Key Concerns • Unfair claim rejection based on unclear or undisclosed criteria • Failure to provide mandatory documentation (rejection letter) • Denial of my right to dispute within the 90-day window • Ongoing lack of communication despite multiple follow-ups • Failure to use the correct contact details provided Resolution Requested I am requesting the following: 1. Immediate reopening and fair reassessment of my claim 2. A clear policy-based explanation of where it is stated that loss must involve force 3. Immediate provision of the formal rejection letter and all related communication 4. Settlement of my claim, as the loss was genuine and reported in good faith If this matter is not resolved urgently, I will escalate it further to the FAIS Ombud and other relevant regulatory bodies, as I believe this case reflects both an unfair outcome and non-compliance with regulatory standards. This entire experience has been extremely frustrating, and I expect a prompt and fair resolution.