Terrible Customer Service from TFG Insurance . . .Demand feedback furious customer

Four years ago I bought a Huawei Y5 lite Vodacom cellphone from a TFG branch in Paarl. I took out TFG insurance (Product Code 5) for my Huawei Y5 phone alone. Paying 4 years for diligently.

The last day of December 2023 my phone battery blow up. . . same day I had to leave for 3 weeks with my family on vacation.

Coming back I immediately went to Paarl TFG branch to take phone to TFG branch for repairs. The shop assistant said I must go to police station to get an affidavit first. I ask why my phone is not ******... She said its to confirm that I am the real owner of the phone before they can send for repairs to TFG insurance... I was not happy with this service.

At the police station they need proof of payment for the phone I bought 4years ago and the original box with IMEI no.....which was challenging for me to find after 4 years.

After a few weeks I got all the relevant information for the police to finalize Affidavit. . . . back to the TFG shop to send the phone to TFG insurance.

The shop assistant told me it will take a few days for the phone claim to be picked up but instead it took more than a week. I asked for feedback the staff said the TFG insurance still busy with my phone claim so zero feedback.

This week Wednesday, 21 February 2024 I phoned the TFG insurance to follow-up on my phone claim. They answer the phone and just said my claim is rejected. . . .I ask to speak to manager in charge which was Mthokozi to phone me back because he was not available that time.

Mothokozi never phoned me back unacceptable bad service. Plus they made it difficult for me to start the claim process firstly. By sending me to the local police station first to give proof, etc. before starting the claim process.

They just reject my claim "***/1|" Zero compensation or any other options on the table....looks like a money making scheme.

I'm extremely unhappy with their service telling me the claim is late when they send me from left to right wanting proof of ownership, etc. before accepting my claim.

I demand better service or I will definitely take my business to another company than TFG. Awaiting your quick response. Thank you.