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Asekiwe A

1 reviews | Active since Jan 2018

31 Jan 2018, 19:17

Phone claim taking 3 months to be processed

My phone got ****** ( HUAWEI P8 lite 2017, IMEI # ********** ********** 6,Policy #IN ********** 00343 ) and on the 23th of November 2017 I submitted my claim at Exact stores, Oxford - East London. I submitted all the documents required to process a claim as requested. Since then until the 5th of January 2018 I have visited the store daily only to be told to come back the next day because TFG is changing their system and they are busy transferring my claim into their new system. This happened everyday when I visited the store.On the 5th of January 2018, I eventually received a hopefull sms stating " Welcome to TFG cellphone Insurance; your policy #C ********** 53; for any queries please contact ********** 576". Today is the 31st of January 2018, and I am yet to get a proper feedback or my phone.

Funny thing is that the insurance installments continue to be deducted on my bank account. I have used other phone insurance companies before and I must say this has to be the worst service I have ever received. When I lodged a complaint to a your call centre agent named Tony he promised to get back to me - he even took my number and that was the last time I heard of him.

What does one need to do to speed up the claim because we are heading for the 3rd month now?

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Replies (2)
TFG
TFG's reply02 Feb 2018, 16:51
Official

Good day asekiwe-amantande-amahle

Thank you for your comment.

The information has been brought to our attention and will be escalated to the Exact Operations department for assistance.

We thank you for contacting us in this regard and assure you of our best service at all times.

Kind Regards

The Customer Support Team

AA
Asekiwe A's update01 Mar 2018, 20:03
Reviewer Update
Greetings Custome Support Team Two weeks back, I've received a phone call from TFG/Finerite informing me that my cellphone claim had been approved, and 20 minutes later another call from East London Exact retail stores informing me that indeed the claim was approved explaining what was required from me for it to be. They also told me that I must go to my nearest Exact retail store for a replacement, since I am no longer situated in East London - I reside in Cape Town. Later that I received a call from a TFG agent telling me that I will no longer be required to pay the initial access fee of R350 but I will now be required to pay a greater access fee of R950 because my phone was no longer on the market but now have an upgrade version of the phone. They further informed that I was not to take a phone of the same value and I can only take the upgraded version of my phone. The latter was then confirmed by an agent from Exact stores (East London) when I queried it. Today early in the morning went to Exact stores (Parow centre) with the new access fee to claim my phone. To my surprise I was told that my claim had not been approved. I then called Exact stores (East London) to query about these new findings.An agent from Exact stores, East London, then emailed my paper work to TFG to confirm that my paper work was indeed approved. After the documents were received by TFG agent he later called the exaores agent informing them that the my claim not been approved but instead being further investigated. I have been going back and forth with your poor customer service - I must say am so disappointed with their service. Funny thing during this whole process you guys do not forget to debit my account although you have not replaced my phone in 4 months. Perhaps you guys need to en better your investigating processes or even better fire your investigators as they are failing dismally to do their job. This has been the worst customer experience I have ever had in insurance claiming process. I would never recommend any one to associate themselves with your brand as no deserves this kind of treatment. your soonest assistance with my claim would be highly appreciated. Regards, Sekiwe Gastile