Complaint Regarding Insurance Claim with Telkom device Insurance

Re: Complaint Regarding Insurance Claim with Telkom device Insurance

I am writing to express my dissatisfaction with the service I received regarding my insurance claim for my iPhone 14 Pro. I booked my phone in for a screen repair at the Waterfront Telkom store on 22 September 2024. I was informed that the repair would take approximately two weeks.

On 11 October 2024, I paid an excess fee of R5250 for the repair. However, when I collected my phone on 17 October 2024, I discovered that the touch screen was faulty. Consequently, the phone had to be booked in for repair again.

Despite this, I have now been informed that there is allegedly nothing wrong with the phone. This situation has left me without a functioning phone for several weeks, despite having paid a significant excess fee. I find this unacceptable and believe that my phone should have been replaced if it could not be properly repaired.

The purpose of insurance is to provide peace of mind and support during such incidents. However, the experience I have had with Telkom device insurance has been frustrating and disappointing. I expect a resolution to this matter promptly. Specifically, I request that my phone be replaced or properly repaired without further delay.