Delayed Insurance Claim Refund

I claimed for a ****** handset over 4 months ago and claim was approved. Vodacom had no replacement stock for over 4 months and was advised to buy a handset from iStore and the claim value would be refunded. Refunds to be done on a Thursday.

I called Vodacom Insurance over a week ago to enquire what documentation should be sent through for the claim and was told by the agent that a copy of ID, copy of the device Invoice and banking details should be sent through, which I did.

I followed up on Wednesday, 14 September 2022 to ensure everything was in order and received and was then told that a copy of the bank statement, showing the purchase was also needed, which I emailed through to ***.

Called this morning, Friday 16 September 2022 to enquiry as to why the refund was not process yesterday, Thursday, as per the payment policy.

Was told by the agent that they are migrating systems and this is causing the payment delay.

System issues is not the client's problem. I had to wait over 4 months for a device and had to spends over R10k of my money to secure a device, now to have deliberate delays in refunding the claim funds.

I will be reporting this matter to the Insurance Ombudsman and ICASA.

I requested the refund by 12pm today and the agent assured me that she would call me back by 12pm with feedback. No feedback to date.