Extremely Disappointing and Unprofessional Service from Vodacom Insurance

My name is Mothibedi with Claim Number: CL *** and the Cell number in question *** I have been a loyal Vodacom customer for more than two decades, but my recent experience with Vodacom Insurance has been extremely disappointing and has seriously made me question whether I should continue supporting the company.

My insurance claim was approved on 9 September 2026. That same afternoon, I received an email from Vodacom Insurance instructing me to go to my nearest Vodacom Shop to obtain a replacement handset.

I followed those instructions and travelled approximately 25 km to my nearest Vodacom Shop. When I arrived, I was informed that the handset I had insured was discontinued and that the available replacement was a Samsung A27, but I would have to pay a R1,700 betterment fee.

This was the first time anyone had mentioned a betterment fee to me. It was not explained in the email instructing me to go to the shop, nor was I informed beforehand that I would have to pay an additional R1,700. I was not informed about this earlier communication from Vodacom Insurance. Unfortunately, I could not pay at the time because I did not have my wallet with me.

On 11 September 2026, I made another trip to the Vodacom Shop at Centurion Mall, this time prepared to pay the R1,700 and R 720,00 of access so that I could finally receive my replacement phone. The Vodacom Shop assistant was extremely helpful and genuinely tried to assist me. Unfortunately, when the shop contacted Vodacom Insurance to finalise the replacement, the situation became even more frustrating.

I was assisted by Sethu Macotoza, who informed the shop that I did not qualify for the Samsung A27 because the Samsung A26 was apparently still available.

The shop assistant explained to Sethu that, according to their system, no warehouse had the Samsung A26 available, and they did not have one in the shop either. Sethu then informed both myself and the shop assistant that Vodacom Insurance's contractor/supplier, Budget Supplier, apparently had the A26 and that, if I wanted it, they would contact me and arrange for it to be delivered.

This raises a very simple question:

If Vodacom Insurance knew that the replacement handset was supposedly available through an online supplier and would have to be delivered, why did Vodacom Insurance instruct me to travel to a Vodacom Shop in the first place?

I have now made multiple trips, covering approximately 90 km, based on instructions given to me by Vodacom Insurance. I have spent my own time and fuel only to be told that the phone will now potentially be delivered by a supplier.

Who is going to compensate me for the unnecessary travel, wasted time and inconvenience caused by incorrect or incomplete information from Vodacom Insurance?

I also asked Sethu to escalate the matter to a supervisor. I was told that the supervisor was not available. This is particularly concerning because customers are constantly told that agents operate under supervision, yet when a serious customer complaint needs escalation, suddenly nobody is available.

Sethu further told me that, according to the contract, I could not qualify for the Samsung A27. I asked her a very reasonable question: Please show me or read to me the specific section of the contract that says I cannot receive the A27.

She could not do so.

Instead, I was told that because I had previously ordered my phone through Vodacom Direct, the contract apparently contained provisions relating to this. Yet the person referring to the contract could not point me to the specific clause that supposedly prevents me from receiving the A27.

How can a customer be expected to accept a contractual restriction when the agent cannot identify the actual contractual provision being re**** upon?

I subsequently called again and spoke to Nkosinathi, who gave me essentially the same explanation. I was informed that he is supervised by Kenaopi Mpofu, but once again I could not speak to a supervisor because the supervisor was apparently unavailable.

At this stage, my frustration is not simply about which Samsung model I receive.

It is about poor communication, inconsistent information, unnecessary inconvenience and a complete lack of accountability.

Vodacom Insurance approved my claim and instructed me to travel to a Vodacom Shop. I followed those instructions. I then travelled again, prepared to pay the betterment fee, only to be told that I could not receive the handset that I had originally been offered because another model was supposedly still available—even though the shop's own system indicated that the model was not available in their warehouses or stores.

I have supported Vodacom for more than 20 years, and this is how a loyal customer is treated when making a legitimate insurance claim.

I expect an insurance company to make the replacement process simple, transparent and customer-focused. Instead, I have been sent from one place to another, given conflicting information and made to waste my time and money correcting a problem that was not created by me.

Vodacom Insurance needs to seriously review this entire process, including the conduct and escalation procedures followed by its agents.

Loyal customers deserve better.

After more than two decades with Vodacom, I am now seriously considering whether it is time to take my business elsewhere.

Very disappointing. Very frustrating. And certainly not the level of service I expected from Vodacom