TFG INSURE - DE*****ING CLIENTS

<div>Good day,

Kindly note my name is Nyakie Sarafina Phiri - ID No. *** - Cell number ***, i am not happy with the service i received from the call center agent by the name of Alexian & Nxobile at TFG Insurance on the 22 January 2024 around 13:20 pm, while following up on the claim that was submitted on the 05th of January 2024.

Alexian the call center agent asked me to explain how did i loss my phone, i told her i don't know how it got lost, but what i remember is that the last time i had it, it was in my pocket because whenever i finish using my phone i put it back in my pocket, she asked where was i when the phone got lost, i explained we were at my sisters place there was a party on the 29th of December 2023, we only notice late around 8pm when we got home that the phone was missing, when we called the phone it went straight to voice mail, we phoned my sister place and asked them to look for it, but it was nowhere to be found, the next day on the 30th we went to the store to report it missing, they advised us to block the phone so that we can obtain the IMEI number, and open the case at the police station to get the case number and come back to the store with the affidavit to submit the claim, the workers at Sam-Ntuli Total Sport are so supportive and friendly, i appreciate their service it is very excellent, they are so helpful i went to ask how far is the claim, on the 19th of January 2024 around 13:36 pm they called in to track the claim with the insurer and spoke to Michelle who told the Total Sport lady that the claim has not been logged but she is escalating it and advised me to call them for fast tracking the claim.

That is when all this unpleasant incident happened, especially when Alexian asked me again what do i think might have happened that led to the phone missing, how would i know how i lost the phone that was in my pocket? she said tell me what you think might have happened, i said i don't know could it be that i took it out of my pocket and put it on the table or the couch but i don't think so i don't remember putting it anywhere i always put it back in my pocket after use, she then said sorry based on the explanation you just provided me with your claim is declined, i asked how now, she said because you mentioned that you might have put it on the table or on the couch so that is negligence, i then told her but you are wrong because you know at first i told you that my phone was in my pocket and i don't know how it got lost, she then said i should have said someone pin pocketed me, i then told her that is how a thieve would have answered you but i am not a thieve, i can't think like one, that is why i mentioned that maybe i might have put it on the table or even a couch you see i even gave you two optiones becouse i don't remeber putting it anywhere in the house except in my pocket, and if that was the case i was going to tell you from the word go that i left it on the table then when i came back it was gone, but you know i told you it was in my pocket, you made me say something i don't know and then you are using it to decline my claim. i feel so de*****ed by the call center agent, when i asked to speak to her supervisor or manager she told me there were in the meeting i asked if they have no team leader that they left in charge she said no, i told her i am not dropping the phone until i speak to someone because what you just did to me is so unfair, you can't ask me to explain something i don't know and then use it against me and why you are not taking my first statement i told you my phone was in my pocket, she called her colleague by the name of Nxobile who assured me that they would listen to the recording and get back to me same day but they didn't get back to me till today.

I called in today the 30 January 2024 at around 12:40 am, the call was answered by the guy i didn't take his name, he checked the status of my claim as they have promised to call me back but they didn't and the guy i told me the claim still says declined, when i asked to speak to his supervisor or manager he told me the supervisor in on the call and the manager is in the meeting, i asked if it was their strategy to say the managers and supervisors are on the calls or meetings he got so aggressive and said lady this is a call center we work with phones so we always on calls aggressively so, i then told him well i have no choice now but to report you, because it seems like you taking peoples hard earned monies in the name of insuring them but you are actually de*****ing them for the second time.

Thanking you kindly,

N.S PHIRI</div>