**Extremely disappointing experience with Vodacom Insurance**

Extremely disappointing experience with Vodacom Insurance

I have been a loyal Vodacom customer for many years and have consistently insured the phones taken through my Vodacom contracts. Unfortunately, my recent experience with the insurance claims department has been extremely frustrating and disappointing.

I submitted a claim for a cracked phone screen and had to repeatedly call Vodacom and even visit the Canal Walk store to get updates. Throughout the process, I received conflicting information. I was initially told about a quotation that had never been sent to me, then told the claim had not been submitted, later informed that it had been approved with a R700 excess, and subsequently told that it had been rejected because my insurance had allegedly been cancelled.

When I asked when the insurance was cancelled, no one could confirm. I also have a statement showing that the phone was still insured. I was then given another reason for the rejection — that the insured SIM card had not been used in the phone.

My biggest concern is the lack of proper and consistent communication. I was repeatedly promised calls and updates, but no one proactively contacted me. I had to chase Vodacom every step of the way.

What makes this even more disappointing is that my insurance premiums have continued to be deducted. If there was an issue with my insurance cover or SIM card, why was I not informed, and why did Vodacom continue accepting my premiums?

I was recently told to collect my phone, failing which it would become Vodacom’s property. This is difficult to understand when I have continued paying insurance but am now being told that my claim is rejected and that my phone could potentially become Vodacom’s property.

I am not asking for special treatment — I am simply asking for clear communication, accountability and fair treatment as a paying customer.

Vodacom, please investigate this matter properly and provide me with a clear explanation and resolution. I have been a loyal customer for years, and this experience has seriously undermined my confidence in your insurance service.