Cellphone insurance claim bad service

I have an insurance with Finrite Administrators for my Vodacom cellphone.

Today I arrived to vodacom menlyn at 15h00 to process a cellphone insurance claim on my Samsung Galaxy S9 with cellphone number *** then I get stories.

I was assisted by Tebogo one of the vodacom assistants at the vodacom shop. He tried to process the claim on the system but it didn't go through, he then called the call centre and he spoke to Mathapelo. Mathapelo said she could find the insurance under the number of *** which is my prepaid number, she then requested for proof of invoicing. I then emailed Tebogo the August and September statement together with the insurance documents that I completed at the vodacom shop and then Tebogo forwarded the Mathapelo. She then said she will forward them to their administration department because she doesn't see any insurance active. She said it shows that the insurance has been canceled. She then hung up without telling us when will she be getting back to me.

I then requested Tebogo to call the insurance again. The we spoke to a lady called Mosa. I then explained to her that the cellphone was previously on contract with a cellphone number ***. I then upgraded to an Samsung S21 Ultra but then I requested for the cellphone to remain on an insurance on a new prepaid number of *** because I was going to use the 078 number on the S21 Ultra as it was an upgrade. On the day of the upgrade the lady who assisted me was Amanda she completed 2 insurance forms 1 for the prepaid number specifying the new prepaid number for the S9 and also a 2nd form for the insurance for the S21 Ultra. I also got a confirmation that the insurance was active.

On both my statements of August and September from vodacom it shows that I am being billed for 2 insuarances. The amount for R313.04 for the S21 Ultra and R257.39 for the Galaxy S9.

What I don't understand is they say the insurance is canceled but I never requested for the cancelation of the insurance. I never requested for any cancelation. They say they can't authorize the claim because the statement come with the *** number and not ***. Now I am asking who's problem is this because they are the ones who did an error on their side when it come to the bill. They are supposed to process my claim since I have proof on my bill that the insurance is active.

More over Mosa the call centre agent kept me waiting on hold for 1hour and 35 min without saying anything I even left the store at 17h55 and I was still on hold with music playing on the background with no one getting back to me. I don't know whether she died in the process of the phone call.

I even made another call on my phone and spoke to Mpho and he also requested the insurance documents and proof of billing. I then sent the documents to him and he immediately noticed that I was being billed for 2 insurances and he said an error was made by billing the *** on the *** statement. He then said he is going to escalate the matter to the Administration department. He promised to get back to me at 9am tomorrow.

I am disguted by the service from Mosa. She kept me waiting on the line for 2 hours she never bothered to get back to me. I was even delayed to fetch my kids at school. When I left the store at 18h00 the phone was still on hold with music playing in the background.

I want Finrite and Vodacom to replace my cellphone due to the following factors: * I have been paying my cellphone insurance every month, I never skipped a payment

* I have been billed on my statements for 2 insurances.

* I have never requested for a cancelation on my insurance.

I want my cellphone replaced ASAP. I am not responsible for their billing errors. This is just nonsence.

I want insurance claim processed and my cellphone replaced