TFG Insurance, Monitor Administrators

Good day,

Policy Number: IN*** Contact Details: *** My name is Thabang Mohlala.

My brother purchased a phone for me in July 2023 using his TGF account. We subsequently took out cellphone insurance, with my device listed on the policy. I also completed a debit order form authorizing direct deductions from my bank account. Despite multiple assurances from TFG representatives that the debits would be rectified, some months the payments were not processed, and I was told this was a technical fault on your side, which has supposedly been fixed. I was explicitly assured that I would face no issues when I needed to claim (see references CS-***, CS-***, CS-***).

Today, I am writing to express my outrage at the appalling service I am receiving from TFG Insurance. I lost my phone on 20/05/2025. I visited a TFG store to complete the claim forms and submitted an affidavit from the police station on the same day. I followed up with Monitorsa on 22/05/2025; they informed me they had not yet received my claim from TFG Insurance. Another follow-up on 23/05/2025 revealed that my brother, Lerato Mohlala, had to complete the claim forms because I am listed as a user on the policy.

Lerato went to Exact MOA and was assisted by Lerato (a staff member) to complete the forms, which were sent to TFG Insurance (Ref: CS-***). I then received an SMS from Monitorsa stating that my claim was "in progress" (FSP32719; TFGMA***). After receiving an SMS indicating outstanding documents, I contacted Vezu, who confirmed they needed the policy documentation, which I promptly sent and acknowledged receipt of.

However, on 28/05/2025, I was shocked to learn that my claim had been declined due to the reason that I supposedly canceled my policy in 2023. This is categorically untrue. I have never missed a payment, nor have I canceled the policy. Despite this, your agents continue to tell me I am not the policyholder, even though my details appear on the policy document and debit order forms.

I have contacted multiple agents from your sales and marketing departments (Asiphe, Belinda, and others), none of whom could assist, some even dropping the call when asked for clarity. This level of incompetence and lack of accountability is unacceptable.

This situation is urgent. I am currently without a device, and your failure to resolve this matter promptly is deeply frustrating. If this issue is not addressed immediately, I will escalate it to the Ombudsman and pursue further legal action.

I demand an immediate investigation and resolution. Failure to do so will leave me with no choice but to take this matter further.

Sincerely, Thabang Mohlala