Insurance not acting in good faith

I lost my phone on 26 February and sent my claim for a new device the same day at Hicell Wonderboom Junction. I asked to see the screen and I noted that the insured value was R15 000. We were told that it would take 20 minutes after logging the claim to receive a response. Unfortunately this didn’t happen.

We had to call again the next morning on Thursday, 27 February and we were told that the insured value which raised a concern as I had taken a screenshot which clearly indicates the insured value at R15000.00. We spoke to Mikateko Ndlovu who indicated that the supervisor (Israel Pule) on call wasn’t available. I insisted on talking to whoever is on call. She eventually got a gentleman by the name of Mpho Moso (I might be misspelling the surname) who indicated that since the system is showing then an insured value of R15,000, we should send the screenshot indicating the value we saw when we put the claim through so he can escalate the case and get it sorted out. The email with the screenshot was sent to ***. We were then informed that we should get a response the same day. Again, this didn’t happen. We called again on Friday and told that the R11,000 insured value stays as is.

I was told that I could elect to get another iPhone 11 but it would be pre-owned to which I responded absolutely not or apply for a betterment to be able to get a betterment for the next available in the market, which an iPhone 13, which would cost me R3,418 access fee and a betterment of R1,747.13 bringing the cost for replacement at R5165.13.

We again asked to speak to Mpho who Mikateko had indicated he was a stand-in for Israel Pule since he had indicated that this will be resolved. While speaking to Mikateko regarding this, she hung up on me.

We were then advised to speak the complaints department. We spoke to Vanessa Sangiwe Moyo who indicated that the insured value is intact R20,502.20 which left us even more confused. She also indicated that her supervisor Mokaleng had indicated that we have no choice in the matter after Vanessa had escalated my case.

My stance is that if I’m paying a premium that covers to an insurance value, I expect that I should get a replacement up to the value of the insurance value, which is why the excess and betterment amount still falls within that R15,000.00 or R20,502.20. The excess fee also exorbitant for replacement device.

I also didn’t buy a pre-owned and therefore can’t accept a pre-owned device and therefore cannot accept a pre-owned device.

This is unacceptable to me and indicates that your organisation isn’t working in good faith. Insured values don’t fluctuate over a couple of days on the same item.

I would appreciate you getting back to me urgently as I’m currently without a phone since the claim date.