Absolutely Disgusted by The insurance process

Subject: Phone P8 Lite Repair Debacle

HI Friday 12/4/2019 (11am) My phone P8 Lite Broke / cracked i then took my phone into the Vodacom Shop ,Zevenwacht Mall ********** 685 (might i add does not work and is displayed on the website/google,the correct number is ********** 815) I filled out the necessary details or the ones i could provide at the moment and gave my ID / copy. i Told the gentlemen,Justin that i could not give him the serial number because the phone could not go on as he said "its fine the repair center 'has a way'" .2 working days passed (4days Total) .

So after no contact from anyone or any vodacom / insurance / repair representatives,center nothing i proactively decided to call the store , spoke to justin he then tells me my phone was sent back , and this was a shock to me as this is my first time claiming or doing anything resembling asking for assistance from vodacom in any way . so Guess what the Rep tells me , He tells me that they cannot retrieve the serial number ... i mean really after a whole 2 days and after i told him the phone doesn't go on {are they telling me that all the other phones that are insured and gets damaged they cannot fix (ie water damaged , ****** , broken , disintegrated etc) because they cannot "Find" serial number.Honestly i could of taken the phone apart and found the serial number but that would not be kosher.

After a lengthy confusing explanation from your rep i asked him what should i do , he stutters and proceeds to tell me he doesn't know because i dont know my serial number. (i bought this phone about 16 months ago ???) no idea how to get this serial number i phone around plenty vodacom numbers ,finally i spoke to a Mujaaid on vodacom chat he then gives me a IMEI number that was on my name . i proceed to phone a claimants department rep i explain this whole long story , i give her the imei number she calls justin while i was on hold in the mean time i had to submit other forms not sure why i had to seeing that justin already supposedly did (12/4/19). with my ID i mighty add. the lady i spoke to tells me that justin will contact me and keep me aprised which he obviously did not do . {Also another thing while speaking to justin he gives me a repair center contact which he says i should call , i call them and they say they cannot help me because he gave me a number of Tygervalley center Repair number which started with 021 - 914 ****which i cannot not recall now.} the number he should of given was the ********** / ********** which i only found out 4 - 6 days later. you can check my call logs/recordings (880#295#27#80 / ********** 350) in this commotion i spoke to 4 ladies and the one put me on hold for about 15mins on a 20min call . i requested to speak to her supervisor she just ignored my request which was followed by a engaged tone because she put the phone off.

and in the midst of all this i was not once rude yet your agents are irritated by my impatience .

Please Advice me what i should do . all i want is a other/or repaired phone id obviously opt for a other phone even if it means me paying 15% OF R5000 I MEAN VODACOM PUT ME THROUGH ALL THIS and till today few days later no-one has called me .

********** 625 / ********** 350 M.R.Hendricks Update; 24/4/2019 (12 days later) i spoke to a claimants Department rep , (again) and she says my ID document has not yet been Submitted , I Mean are they serious? My ID was given to justin 2 weeks ago .(i just called him to confirm he made a copy .) Oh also they have not yet received the Estimate from repair center. Moments after speaking to these 2 justin / lady from claimants dept , a Satisfactory Customer care rep calls me i explain this whole ordeal to her ,Jenny , i was not upset with her because she is not to blame, this process is, and im reasonable . Long story , she gives me .Then gives the correct numbers to contact ********** / 1952 i call and TO My SURPRISE there is no phone booked in , they cannot give me a estimate because the phone is not yet with them I mean Cummon 12 days later ???

Help me please , help me understand why this is happening to me ? Job Number ********** 9

I received a sms{25/4/19} with estimated cost to repair phone R3567. 46c I accept, another sms comes through to say claim was accepted.

Now today 2/5/19 I get another sms with a different amount I phone TYGERVALLEY repairs and they tell me ignore that sms and the parts will only be ordered today il get my phone in 7 days? But no promises the lady says.

So that is 1 full month of your speedy insurance that you boast about on every call.