Incorrect Device Insured & Claim Rejection Risk

Your Name: Precious Letshedi Policy Number: Cellphone *** Date: 23 January 2026

To: Hallopeter Insurance Claims Department Subject: Formal Complaint – Incorrect Device Insured & Claim Rejection Risk

Dear Hallopeter Insurance Team,

I am writing to formally lodge a complaint regarding my cellphone insurance policy and the handling of my recent repair claim.

1. Incorrect Device Insured My policy schedule incorrectly reflects a Samsung ZFlip as the insured device. I am the owner of an iPhone 13, which was intended to be insured. I have proof of purchase and the IMEI number of my iPhone 13, which I request be corrected immediately. Please confirm in writing that my iPhone 13 is covered retroactively from the inception date of the policy. 2. Repair Claim for ZFlip Since the ZFlip is currently listed on my policy, I submitted it for repair. I have been informed that the claim may be rejected because the SIM card was not inside the device for a period of time. I wish to highlight that: The ZFlip remained in my possession and was insured under my policy. The absence of a SIM card does not negate ownership or coverage. - Rejecting a claim on this basis is unreasonable and inconsistent with the principles of fair treatment under the Consumer Protection Act and FAIS Ombud guidelines. 3. Requested Resolution Immediate correction of my policy to reflect the iPhone 13 as the insured device. Written confirmation that my iPhone 13 is covered from the original policy start date. Fair processing of my ZFlip repair claim without rejection based on SIM card usage. A written response within 14 days, failing which I will escalate this matter to the Ombudsman for Short-Term Insurance (OSTI). I trust Hallopeter Insurance will resolve this matter promptly and fairly. Please treat this letter as a formal complaint and provide written confirmation of the corrective actions taken.

Yours sincerely, Precious Letshedi