REJECTED LOST CELLPHONE CLAIMS

Dear Sir/ Madam,

My name is Nombuso Dlamini, I had 2 contract cellphones, Samsung A12. I bought these cellphones at the Game Store. I was called by Vodacom Insurance Unit a few days after I bought the cellphones. I took the insurance for both cell phones which I am paying around +R450 a month (Contract and insurance).

On 20 April 2022 my husband lost one cellphone which he was using ***). He checked all the places he went to and we could not locate the phone even though it was ringing. The second cell phone ***) was in the wardrobe inside the cell phone box, sim card was inside. When I checked the second cellphone to give to my husband to use in the meantime, The cellphone was nowhere to be found, including the plastic and boxes it was in. The plastic had both cell phone boxes.

We went to the Pretoria West Police Station to report the case but was told we need the IME Number which is on the box. I could not process it because I did not have the boxes. I called Vodacom about a week ago and informed them that I have lost 2 cellphones and I went to the Police Station but could not proceed because I don't have an IME Number hence I'm calling Vodacom to get this number. The Consultant assisted me with blocking the number and gave me the ITC Number to use at the Police station and advised that I call the Insurance once I have the case number and report this.

I called Insurance on 16 May 2022 to give the case number and the background of the cellphones and was advised to physically go to any Vodacom Store and put in the claim and I will be assisted. I went to Vodacom Brooklyn on 18 May 2022 to submit the claim and gave them the case numbers for both cell phones. The Consultant that assisted me told me both claims have been rejected because I did not report the case on time. I was left confused because I have been explaining what happened ever since and no one told me anything about these timeframes. I was told to go to any Vodacom Store and submit the claims.

I am very confused and disappointed in how my claim was rejected and how I was not assisted where as I am paying every 15th day of the month. I would like my concerns to be taken seriously and be assisted on how this happens.

Your assistant will be highly appreciated.

Thanks, Nombuso Dlamini***