they can frastrate you

VIVA Cover Huawei Care-bad service I am extremely disappointed with the service I have received from VIVA Cover Huawei Care regarding claim ***.

I took out this policy for emergencies, yet when I need assistance, I am being sent from pillar to post. I have already provided all the requested information, including screenshots, my phone details, IMEI number, proof of purchase, and other relevant supporting documents. I even went as far as obtaining a quotation from Huawei Care in Menlyn.

The first consultant who responded was Thabisile Dimuna. Thereafter, Raisibe Kgatle requested a screenshot of the phone box, despite already having the proof of purchase and all the device details. I do not understand how a claim cannot be processed using the information already provided.

I then followed up with Raisibe Duma, attaching all the proof and documentation available to me, but I have received no response. What kind of service is this?

As someone who works in a claims environment myself, I understand the importance of guiding customers through the process and communicating clearly. I personally assist customers step-by-step and keep them informed. The lack of communication and ownership displayed in this matter is unacceptable.

All I need is assistance with obtaining approval for my phone repairs. Instead, I am repeatedly being asked for information that should not be essential when proof of purchase and all device details have already been submitted.

I am requesting:

An immediate update on claim ***. Confirmation of all documents received. A clear explanation of what is outstanding and why. Urgent resolution of my claim.

Customers pay for insurance to receive support when they need it most. At this stage, I feel completely exposed and let down by the service provided.

Claim ***