insurance **** or *******

I am writing to formally complain about the rejection of my insurance claim for an iPhone 14 that I purchased from Foschini Menlyn in December 2025. At the time of purchase, I was advised by the salesperson to take insurance for the device, which I accepted in good faith. I re**** on the salesperson's knowledge and expertise to ensure that the insurance documentation was completed correctly.

The iPhone was purchased for my daughter, who was a minor at the time. During the sales process, I informed the salesperson that the device was intended for my daughter. At no point was I advised that her name needed to be specifically recorded as the device user on the insurance policy or related documentation.

On 9 August 2026, my daughter lost the phone. Following the incident, I comp**** with all the requirements for lodging an insurance claim, including providing the necessary documentation and information requested by the insurer.

Initially, TFG Insurance advised that there was a concern regarding premium payments and stated that they had no record of premiums being collected from me. I was requested to provide bank statements as proof of payment. I cooperated fully and submitted the requested documents.

After addressing the issue regarding premium payments, I was subsequently informed that my claim had been declined because my daughter was not listed as the device user on the insurance documents. This was the first time that such a requirement was brought to my attention.

I find this decision unfair and unreasonable. As a customer, I re**** on the salesperson's guidance when purchasing both the phone and the insurance policy. Had I been informed that my daughter's details were required on the insurance documents, I would have ensured that this information was captured correctly.

Furthermore, my daughter was a minor when the phone and insurance policy were purchased. As her parent and legal guardian, I entered into the transaction on her behalf. It is therefore difficult to understand why the claim is being rejected based on information that was disclosed during the sales process but allegedly not recorded by the salesperson.

I also attempted to seek assistance from the Foschini Menlyn store. I contacted the individual who assisted with the claim submission, and I was advised to contact a staff member named Nhlahla. When I called the store, Musa answered the call. While I was explaining the matter, I was interrupted and assured that I would receive a call back. Unfortunately, no call was received. Subsequent follow-ups have resulted in similar promises without any meaningful assistance or resolution.