Mobile Insurance Dispute Regarding Claims and Billing

I have been informed that we are only able to claim for one device. I do not understand why we are unable to claim for the other device, especially since we have been paying the monthly instalments consistently. It feels unfair that payments are accepted every month, yet when we lodge a claim, strict terms and conditions are app****.

Please can this matter be escalated to a manager for urgent review.

The claims team advised us to speak with TFG, so we contacted Customer Services. I was eventually put through to an agent who informed me that I needed to speak to Insurance. I explained that Insurance was already closed, yet she still placed me back in the queue after I specifically requested escalation. I am tired of being passed from one department to another with no resolution.

At no point during the sale of the insurance were we informed that claims must be submitted within 30 days. The typical in-store experience is that you purchase a phone and are offered insurance, but customers are not made aware of a 30-day claim requirement.

We are also concerned about an unknown insurance charge that has been billed to us since 2018. How are we expected to claim for this when it is clearly a capturing error on your side?

This entire experience feels underhanded and extremely disappointing.