TFG Device Insurance is such a ****!!!

I purchased a Samsung device from the American Swiss store in Tygervalley Centre on July, 2, 2023. At the time of purchase, the salesman recommended insuring the device. Following his advice, I completed all the necessary paperwork and was issued with a signed policy schedule with a policy number.

On December 24, 2023, I submitted a device claim at the American Swiss Tygervalley store. After a prolonged delay in the processing of my claim by Monitor Administrators, I contacted TFG and I was shocked to discover that there seems to be no record of an insurance policy in my name. I called the American Swiss store in Tygervalley and they informed me that they are investigating the matter and suspect that the insurance policy was not properly registered with Monitor Administrators.

I have diligently made payments towards my account instalments and insurance premiums through my TFG account. However, it appears that all funds were directed solely to the account credit payment, and none to the insurance policy - despite explicit instructions during payments. TFG now states they are unable to trace the payments, citing an alleged registration error with Monitor Administrators.

My attempts to resolve this issue have been met with frustration. I have not been able to work because I am without a device, and every time I contact either TFG or Monitor Administrators, I am told that they are investigating the matter. I have spent over R600 in airtime trying to seek resolution, and it is disheartening to feel neglected and unheard.