Insurance Misrepresentation

Dear Vodacom Customer Care,

I am writing to formally lodge a complaint regarding my phone insurance claim linked to my contract with Vodacom.

When I entered into the contract, I ensured that my device was fully insured through Vodacom. It was made clear to me that the insurance covered both loss and damage of the device. Unfortunately, when I recently submitted a claim, I was informed by Vodacom that the insurance allegedly only covers “damages” and not the loss of the phone.

This is highly concerning for the following reasons: 1. Misrepresentation of Insurance Coverage: At the time of taking out the policy, I was led to believe that my device was comprehensively insured. If the insurance does not cover loss, this was not clearly disclosed to me, which constitutes misleading information. 2. Failure of Duty of Care: As Vodacom facilitated both my contract and the insurance, you had a duty to ensure that I was properly informed about the exact terms and limitations of the coverage. 3. Financial and Customer Impact: I have been paying my monthly premiums under the belief that my device was fully protected, including loss. Now, I am being denied the very protection I was assured of, which leaves me at a serious financial disadvantage.

I request the following: • A full investigation into my insurance agreement and the information provided at the point of sale. • Clarification of why my claim for a lost device is being rejected. • A fair resolution, which may include honoring my claim or providing compensation for the misrepresentation.

If this matter is not resolved within 14 days, I will have no choice but to escalate it to the Ombudsman for Short-Term Insurance and the Independent Communications Authority of South Africa (ICASA) for further investigation.

I trust Vodacom values transparency and customer trust, and I expect this matter to be resolved urgently.