Telkom Bad service

Goodmorning

I had a contract with telkom and had to upgrade, when the time came, I went to TDS Centurion. During my upgrade at the shop, an insurance was sold to me to insure my device. I took the insurance and I believed that my device was insured incase anything happens. When I took the insurance, nothing was explained to me but was told that if it happens that I loose the device, I can claim on the insurance. Unfortunately in July I lost the device an I claimed it by giving the needed documents.

After submitting the relevant documents, my claim was rejected because of reasons that were not communicated to me at the time of signing up with the insurance.

I lost the device in July 26 if I'm not mistaken, in the month of August the insurance deducted their premium which to me doesn't make sense because they are aware that I have lost the device and have claimed it. I reversed the debit order and telkom put me on areas. All of this doesn't make sense to me because nothing Is being fairly communicated to me as a client.

I've been paying insurance premiums for the device and not the sim, why when I have lost the device my claim is being rejected... Why do they still deduct money from my account where as I've lost the device, what am I insuring? I really would like my claim to be taken forth so that I get what is due to me. Im left with no phone, I'm on areas for wrong reasons and wasn't helped with my claim.

When I go back to the shop to cancel the insurance, they tel me that they can't but I must do it on my own, still it doesn't make sense to me because I was given the insurance in the shop, why whe I wanna cancell I be sent out to make calls on my own. AL of that was also not communicated to me in the beginning.