NO ASSISTANCE WITH INSURANCE CLAIM

My IPAD broke in May . The ipad is insured with vodacom insurance since i purchased it at vodacom in 2014. I have been paying for insurance since then.

My IPAD screen broke when it fell , so i took it to Vodacom shop , Mafikeng Mega city. The consultant told me that they no longer take in devices in store to be repaired , that i have to send the IPAD to Istore where it will be assessed and a quote will be sent to the insurance to process claim. I was given the booklet with the ISTORE contacts to call for the device to be collected. i called the number *** , however the number is no longer in service.

2. I called the insurance number *** which i got from the internet. I spoke to a consultant Paul Muso who explained that i need to take the device to the store and not to ISTORE. I told him that i was told to take it to ISTORE. I then followed his instructions and went to Vodacom , Mafikeng Mall . Where consultant Bonolo Maseng told me that they do not take in devices to be repaired . I was referred to Mega city again , however i told her that i already went there. She called Mega city branch and was told that i was suppose to send the device to ISTORE. I told her the numbers they have on the Vodacom booklet for ISTORE does not work. She called ISTORE and i spoke to a consultant there who explained that i needed to book in the device on their website to be collected and i have to pay for collection from my own pocket.

3. Because i needed my device to be repaired . I booked in the device to be repaired on ISTORE so i can get a quote to Vodacom as instructed . The device was collected on 24 June 2020. I paid collection fee of R250 from my own pocket.

4. ISTORE sent me assessment and quote of the device which i called Vodacome *** and again talking to a different consultant who told me again that i needed to take the IPAD to a vodacom branch and i told her that i was instructed to take it to ISTORE and then submit a quote. i then emailed a quote to claim on 30 June 2020 to *** which i was given by the consultant.

4. Since submitting the claim i have not heard from Vodacom on the claim. I have called *** 06 more than 10 times on July 2020 and no one picking up the phone.

I have been trying to get my IPAD repaired by Vodacom insurance since May and its almost two months now i have not received any assistance with the claim. My IPAD is at ISTORE now and i do not know what to do now because Vodacom is giving me the run around when it comes to claim from an insurance i have been paying since 2014.