Poor insurance service

It's with great disappointment that our claim was rejected because apparently the phone was not in use. Obviously it was not in use because it was blacklisted. When the phone got ****** we immediately blacklisted both phone and Sim card. This occurred around the 1 December 2022, my husband is unfortunately in hospital very sick, I was unable to report on time, however I've been through the trauma of having a phone ******, plus having my husband hospitalized. Despite having the claim rejected, it took your service 3 days to solve, I was first told to get a case number which I did, and then call insurance, which I did, when I did this, I was thereafter told to get an affidavit which was not mentioned anywhere online or told initially, I was not given any policy document to see terms and conditions. I had to search online. I went through all this hassle back and forth at my cost with 2 different emails. I was told the claim was rejected because it was not in use, it was not in use because it was ******, why would I blacklist a phone especially if it's a new contract. It seems that, instead of helping your customers, you make them more stressful, this is inconvenient because I don't have my phone number which we are paying for getting airtime, we had to get borrowed phone. I do understand the processes, but I did explain to the consultant that my husband was in hospital, and couldn't report in time, we was told by police that he has to report because his the account holder, however the phone was taken for me and got ****** in my use. We thereafter reported when I was stable enough from all the stress and then lodged a claim. It is disappointing to receive this negative feedback with no sympathy from your consultants. We are loyal customers of vodacom for 20 years and to receive this rejection it's disappointing. If nothing is escalated or if claim is not payed out, I unfortunately had to resort to this platform because there was no response, your email address regarding disputes is not working, why put incorrect information on your website, sent emails to the 2 different address that is online, one is not existence, and the other no response till today which is 3 days now, this is unacceptable despite me explaining the situation and with there was no remorse from your consultants. She was extremely rude, refused for me to speak to the manager, bluntly told me, they can't do anything and I was wrong and insurance won't honor the claim. She was further rude, I telling me that my insurance is free and I'm not losing anything, I'm. Certainly lost alot, I'm paying over R2000 for the contract, which includes the device, that I no longer have, which is not my fault, I I don't get what is due to me. I hope this will be resolved internally rather than your company been exposed socially.

I would like my claim to be improved with immediate effect. Hoping to hear from your service soon. Vodacom will be losing a loyal customer and will not recommend vodacom to anyone further. I rather cancel my contract than been an unhappy customer.

Very disappointed

Customer.