A Massive Decline in Vodacom Insurance Service

Moving Vodacom insurance to Smollan has been one of the worst decisions ever. The quality of service is extremely poor, from call quality to issue resolution. I did an upgrade on 2 December and, as with all my previous upgrades, I expected a call from Vodacom Insurance. That call never came. I then contacted them on 29 December and was asked to complete a Change of Details form, which I did and sent back immediately. I even received an automated confirmation email acknowledging receipt. After that—nothing. No feedback, no updates. I followed up via email and still received no response. I called again today, keeping in mind that my insurance cover start date was supposed to be yesterday. I was informed by a consultant (Lesedi) that I needed to resend the form because she could not see it on her side. This makes no sense, considering I received an automated confirmation. Regardless, I resent the form yet again. As of now, there is still no feedback or confirmation. This situation never occurred when Altron handled the insurance sales. Now I am literally having to beg for my new device to be insured. To make matters worse, Nosiphiwe emailed me a Change of Ownership form but forwarded the email instead of sending it properly, exposing the email details of the previous customer who had submitted their form. This is a serious concern and potentially a POPI Act violation. Overall, the service from Smollan as a BPO is completely unacceptable and far below standard. If it is already this difficult just to get insurance activated, I can only imagine how bad the experience would be when trying to submit a claim. I will be exploring insurance options with other providers.