TFG Insurance is a ****

I am writing to express my deep disappointment and frustration regarding the mishandling of my insurance claim and the continued billing on a policy that was supposedly cancelled. I have been a loyal customer, paying my cellphone insurance premiums diligently for years, yet I have been met with unacceptable service and treatment when I needed support the most. My claim was declined on the grounds that I failed to report the incident to the SAPS within the required timeframe. However, I provided a clear explanation for the delay along with supporting documentation. Despite this, there was no meaningful response from your side beyond the initial rejection. To make matters worse, your communication indicated that my policy would be cancelled as I submitted the claim for the insured device. However, you continued to bill my account from March 2024 through to February 2025 without providing the service I was paying for. Upon querying these charges, I was told the claim was still “pending due to missing information” – with reference to an alleged attempt to contact me on May 30, 2024. I did not receive any such email or call. Furthermore, I sent a follow-up email on February 14, 2025, regarding the cancellation and refund request, and was told the matter was under investigation. I only received a response today, April 24, 2025, following another follow-up on the 23 April 2025. This is an unacceptable delay for a matter of such importance. To summarize: 1. My claim was wrongly declined despite providing supporting evidence. 2. You failed to cancel my policy after saying you would. 3. You continued to debit my account without authorization. 4. Your communication throughout this process has been unprofessional, delayed, and negligent. I am formally requesting the following: 1. A full refund of all premiums deducted from my account after the date your team indicated the policy would be cancelled. 2. An explanation as to why my policy continued and my account was charged, despite the cancellation notice. The way my case has been handled is not only inefficient, but it borders on being *********. I have been forced to spend my own time and airtime chasing responses for a service I paid for in good faith. If this issue is not resolved promptly, I will escalate it to the relevant ombudsman and consider further action.