Do not get Vodacom Insurance | Poor Customer care & transparency

It took me some time to write this, but I still took the time to write it because, as a customer, not only am I infuriated, but I am disappointed in Vodacom Insurance, and I could extend it to the branch and call centre when I had to perform a sim-swap.

1. PROCESSING A CLAIM FROM VODACOM INSURANCE (Initially underwritten by Finrite)

I was ****** two weekends ago. My iPhone 12 was ****** at an event on Saturday night. On Sunday morning, I went about to process of reporting the device to the police to get a case number and getting a sim swap. Fortunately, I had always had an iPhone 6 in addition to employ.

First thing on Monday morning, I was shocked to learn from my Vodacom Insurance that the iPhone 12 was not insured because Vodacom insures cellphone numbers and not devices. Therefore, they had insured an iPhone 6 that I didn’t purchase from them nor use much. I had paperwork and even requested they retrieve calls where I confirmed the cellphone number with Finrite that iPhone 12 would employ and they flat-out refused thus my premiums fell down the drain.

Needless to say, I cancelled the insurance immediately because they were ****ming me and sneaky to change the wording on my policy when I needed to process a claim.

2. HORRID ASSISTANCE WITH REGARDS TO SIM-SWAP

I went to one of their stores to ask for a sim-swap. I wanted it done at the store as opposed to doing it myself at home. They dismissed me. Gave me a sim card with little to no instruction on how to process one. I obviously failed. When I went back to the store again, and I did it in front of them using my spare iPhone 6 phone, there was now suspicious activity, and I needed to be at the store. Fortunately, I was already there, but I hate that I wasn’t listened to initially as a customer and tended to in my time of distress.

My contract ended sometime in November 2022, and I was due for an upgrade. I was only called and texted for such in March however, when I cancel my contract, they were quick to call from the retentions department. Please work on your customer care and try to maintain transparency with your clients by explaining details that ultimately affect them.