Extremely Poor Service and Lack of Transparency from Telkom SA Insurance – Deeply Disappointed

I am compelled to write this review after enduring over four months of frustration and disappointment with Telkom SA’s insurance claims department and their underwriter, OMART.

As a long-time customer, I expected far better service and transparency than what I’ve experienced.

In mid-January 2025 (between the 14th and 16th), I submitted a legitimate insurance claim for my Huawei Nova 10 Pro, a high-end mobile device I purchased through Telkom over two years ago for approximately R21,000 to R22,000.

This device was insured through Telkom Insurance as part of my monthly contract, for which I pay between R750 and R800 consistently.

To say the process was frustrating would be an understatement. It took over 30 days—and that only happened after I persistently followed up with Telkom through numerous calls and emails. Not once during this time did I receive proactive communication or proper updates from the claims department. Instead, I was left to chase for every s**** of information, with the burden of proof and urgency squarely placed on me—the paying customer.

When the claim was finally approved, I was hit with a completely unexpected excess fee of R3,000, with no prior warning or detailed breakdown of how that amount was calculated. According to my understanding—and the information originally provided to me when signing the contract—such a large excess fee typically applies to lost or ****** devices, not to repairs. This lack of clarity raises serious concerns about the fairness and transparency of Telkom’s insurance terms.

I have repeatedly requested a full breakdown of the repair costs, how much the insurance is covering, and exactly why I’m being asked to pay such a high excess. To date, no one has given me a straight answer, and each call to their customer service leads to more confusion, vague responses, or being redirected endlessly. It feels like the system is designed to wear you down until you give up.

The device in question is not just a phone—it's an essential business tool I rely on daily. Being without it for this long has significantly disrupted my work and professional obligations, leading to real-world financial and operational consequences.

It is absolutely unacceptable that after paying premiums without fail for years, I now find myself in a position where:

My claim took over a month just to be acknowledged.

I was blindsided by a R3,000 excess fee.

I received no transparency or detailed explanation of the charges.

I experienced poor customer service, unclear processes, and a lack of accountability at every level.

I urge Telkom and OMART to seriously review how they manage customer claims. As it stands, this experience has left me questioning the value of their insurance product, and whether it is truly in the best interest of customers—or simply another revenue stream propped up by poor service and a lack of oversight.

If you are considering insuring your mobile device through Telkom, I strongly advise you to ask for everything in writing, especially regarding excess fees, and prepare for a long and frustrating process should you ever need to file a claim.

At the very least, I now request:

A clear, itemized breakdown of the repair costs for my Huawei Nova 10 Pro.

A formal explanation of the excess fee charged and whether it aligns with the contractual agreement.

Accountability from Telkom’s insurance team for the delays and poor service I’ve endured.

I sincerely hope that this review helps other customers make informed decisions and that Telkom takes this opportunity to improve the way they treat loyal clients.