Cell phone insurance claim submitted on 19 October 2022 and is still not processed.

On the night of 29 July 2022 I was ****** and ****** my personal belongings which include my cellphone and wallet and all my cards (ID card, drivers license, bank cards etc.). This has been one of the most traumatic experiences in my life. I am still mourning the death of my partner that was shot and killed in May 2022 by two guys who were trying to rob him his belongings. Three months after my partner’s incident I experience the similar encounter.

When approaching my insurer (TFG MONITORSA) that I believed was reliable and would quickly help me in that situation to get back to my life and alleviate the stresses and trauma I went through I am getting treated like I am the person who deserves what I went through and they are making sure that they are rubbing it in.

On the night when I got ****** (29/07/2022) I had already planned to leave for home (Mthatha in the Eastern Cape) the next day (30/07/2022). All the preparations were already organized weeks prior to my departure. So, I was away for quite a while from Johannesburg to a point that I panicked and called the TFG number ***to enquire about the insurance and reporting of the lost or ****** phone.

I am also unhappy with the lady I spoke to on my first attempt to submit the claim at the beginning of August where she gave me the incorrect information about the claims process.

She was adamant that the following documents were compulsory when submitting a claim: Original ID document to be taken to the store (not copy), ITC number, Serial number and the Case number and because of this I was delayed as I couldn’t move during the ceremony I was attending at home in the Eastern Cape and that I did not have an ID book. This really was very stressful as there was nothing, I could do to get my ID back. This went on until I met a friend who told me that she claimed at TFG without an original ID at some point (she used a copy). It was at that point I gained confidence and I went to the store with my certified ID and other required docs to make a claim. I was very surprised that I never got the kind of response and attitude I received from the lady I spoke to on the phone at the beginning of August. Those are the reasons why I delayed to claim. I still haven’t received my new ID from Home Affairs even now and that means this claim would have prolonged even further if I did meet this friend.

I have made all the attempts to submit all the required documentation to my insurer as required to a point where I have completely lost faith. I went from submitting these docs at the Markham Store in Randfontein to emailing them and in all those attempts my matter has not been resolved. Worse is having to go through these terrible thoughts every time you speak to someone at TFG MONITORSA. I have spoken to different people from junior employee to manager via emails and telephone calls.

What makes me even more upset it that all these people keep promising to get back to me and never do. Azeria went as far as promising me that my matter will be finalised on 24 Nov 2022 and asked me to drop the call as she was to call me in 20minutes. Today is 02 December 2022 and I’ve heard nothing from all these people.

All I want is a cellphone. This whole thing about this claim has affected me emotionally and financially. I have missed calls for job interviews. At times if I get a call from the old cell phone that I am currently using I struggle to hear the other person. My life has come to a complete standstill because of this treatment and I am completely stressed by this situation. All the emails were sent and none bounced back. I also believe that they could have asked me to go to the nearest TFG store to send any documents they didn’t receive if any and this matter could have been resolved there and then.

Table with communication details: Date Incident 19 Oct 2022 Claim submitted at the Markham store in Randfontein 22 Oct 2022 Received an sms from Monitorsa looking for information 26 Oct 2022 Email sent to ***

09 Nov 2022 Call received from Sibusile and Email sent to *** as agreed on the telecom 14 Nov 2022 Call received from Thembelihle and Email sent to *** as agreed on the telecom 24 Nov 2022 Call received from Azeria and the email was sent to *** agreed on the telecom . Azeria promised to call me back in 20 minutes and she never did until today

Below is the claims information: Claim number: TFGMA***1/1 Policy number: IN*** Store Name: Markham Randfontein Branch name: B020405 Policy holder name: V. C Ngcebetsha ID number: 8..21.55…82 Policy commencement date: 01 June 2022 Claim submission date: 19 October 2022 Make of the device: Redmi Model: Redmi 10 Serial IMEI no.: *** Cell phone number: *** Email addresses I sent emails to: Email1: *** Email2: *** Email3: *** Email4: ***

Submitted documentation for claims process: 1. Sworn affidavit from the police station with case number, ITC number, and serial number of the phone. 2. Debit order instruction form with starting date, debit order date, signed date and as well as the account to be debited. 3. Policy document with policy number and cell phone details. 4. Certified copy of my ID 5. Copy of customer receipt (proof of purchase) 6. Copy of email sent to claims department 7. Claim form completed at the store