Insurance declined ****** cellphone but debited account

Dear Vodacom Insurance Team,

I write this email with extreme dissatisfaction regarding the handling of my cellphone insurance claim and the continued debiting of my account after the device had already been reported lost and the claim declined.

It is completely unacceptable and ********* that Vodacom Insurance declined the claim, yet continued to deduct insurance premiums from my bank account for a device that is no longer in my possession. Once a phone has been reported lost and a claim has been lodged, it is unreasonable and *****ulent for the insurer to continue billing the client while simultaneously refusing to honour the cover being paid for.

This conduct amounts to unfair treatment of a customer and raises serious concerns regarding your business practices. If the insurance company has already taken the position that the claim is declined and the device is no longer covered, on what basis are deductions still being processed from my account? This is effectively charging a client for a service and insured item that no longer exists in their possession.

In addition, despite requesting proof and substantiation for the outcome of the declined claim, your office has failed to provide any evidence, report, findings, or documentation supporting the decision. A client has the right to receive clear reasons and supporting proof for a declined insurance claim, especially when preparing a formal complaint and escalation.

I therefore request the following urgently:

Immediate cancellation of the insurance policy linked to the lost device.

A full refund of all premiums deducted after the device was reported lost and after the claim was declined.

Written proof and detailed findings that were used to justify the decline of the claim.

A formal written explanation as to why Vodacom Insurance continued debiting my account despite knowledge of the loss and declined claim.

Should this matter not be resolved urgently, I will have no option but to escalate the complaint to the relevant Ombudsman and regulatory authorities for investigation into unfair billing and consumer rights violations.

I expect a formal response within the prescribed turnaround period.

Kind regards,

Theo Khorombi