Awfully Annoyed and Extremely Unhappy Claimant

Very disappointing that there is should even be a star. The service that I got is so very appalling for lack of a harsher word.

I submitted a claim for a ****** phone and every time I make a follow up I get told a different story. The latest (today's one) is that the IMEI number that is on their records does not match the one they have. I do not understand how this happens because on the very same day that I did an upgrade (02 June 2018) at Vodacom Alberton City, I indicated that I wanted to continue with the insurance but to insure the new gadget (Huawei P20) as the one that I was replacing was no longer in a working condition. The paperwork to effect the changes was done in the store. A month later on the 27th July my phone was ****** and I reported it on the same day at the same Vodacom outlet and did a sim swap. I got the claim forms completed at the Eastgate branch which was also an awfully unpleasant experience that I would not want to go into now.

I never got an update from the Claims department which I was told would update me on the status of my claim; until I called last Friday 17th August. I was told a different story from what I am being told today and that is that my claim is under the reject status because of the IMEI number; whereas last Friday I was made to understand that the matter is being attended to and I will get a call in 24 hours - weekend came and went and there was no call from the Claims Dept.

I fail to understand why we have to be made to spend so many hours in the store completing forms etc. and then the next thing insurance has to find every possible way to not pay or replace; and I am now being shifted from pillar to post as if I have I have all the time in the world to be running around with this. I am being profoundly inconvenienced in the process as there are very many other things I am dealing with right now and I need a phone that is in a good working condition to do all of those.

There is proof that the phone that I was insuring it the new one that I upgraded to in the store on the 02nd June. No one called to advise that I have to make these documents available, only when I called today I got a different story. I am so very unhappy and annoyed with the kind of service that I am getting right now considering that I have been a client for over 21 years. This is the first time I even submit an insurance claim with them.