Telkom mobile insurance claim

I am writing this review because I am disappointed and appalled by the unprofessional service received from Telkom Mobile. I have been without a device that I diligently pay monthly for almost 3 months.

On 13 May I logged a claim with Telkom's insurance provider (Worldwide Advisory Services underwritten by Old Mutual). I then went to book the device at the Telkom store in Cavendish Cape Town. After not hearing back from the store a week later I then went in to check on my device and the consultant who assisted me advised me that he booked the device for collection at the incorrect branch. I was assured that the device would be rebooked, a couple of weeks went by and I followed up with insurance the device was not rebooked. I went back to the store, there I could not be helped because no Manager was available. The consultant assured me she sent an email to the Manager to tend to the matter, another week went by and I had to back to the store. I got there and the Manager on duty said she was new and was not aware of my issue, she then helped me to rebook the device.

The device was collected by Telkom Insurance on 11 July, I then received an SMS to say that documents were outstanding and that if I did not submit the claim would be suspended. On the 15th of July, I called, and the consultant assured me that no documents were outstanding. On the 5th of August, I called again to follow up and the consultant informed me that the device was with the repairs centre, and they required my pin to the phone, which I gave and gave them consent to wipe my phone if they have issues getting into my device. She did say that she would send me an update with the access fee costs, again NO communication. On the 12th of August, I called again, because I received an SMS that my claim had been suspended. The consultant I spoke to was extremely unhelpful, saying she escalated it but I need to call again to follow up. I called again the same day, and I spoke to a different consultant. He could not give me a real reason why my claim was suspended; however, he did mention that it could be that no access was paid, or access was paid late, now tell me how can I pay access if I wasn’t notified of an access fee. He was trying to get hold of his manager but did not manage to and said he would call me back and guess what NO callback!

I am extremely upset and livid for the way my claim was handled since I logged it in-store to the date. I have spent money on fuel getting to the Telkom store because no one had the decency to contact me to inform me that there was an issue with the booking of my device. I have spent money on airtime to call the insurance company which have been of no help to me. I am basically paying for a device I don’t have where the insurance policy say it take 7 working days to resolve a claim. How can Telkom think it's okay to do this to people? I depend on my phone not own for personal reasons but for work as well. I am at my wits, and I would like assistance ASAP! I have been suffering without a device, I need Telkom to take accountability because if I miss one payment my device will be suspended! So why do you think it's okay to treat your customers this way?