Screen Insurance Claim

I am unsatisfied with the manner in which my insurance claim was handled. 1. Upon calling the repairs centre to inquire about my device I was told the entire device had to be replaced because, and I quote, “Vodacom doesn’t repair screens, they replace the device”. As shocking as this was (because I have screen insurance and not phone replacement insurance) I accepted it as fact and was told I would get a call within 48 hours to advise on what my excess would be. 2. No such call came within 48 hours and I therefore had to call *** on Monday 15 March. I waited for the call to be picked up for 25 minutes and when I dropped the call and tried again an automated response repeatedly said my account was locked. 3. The Twitter team requested my cell phone number on Monday when I tweeted them but does not provide feedback on progress of queries- this is the second time this has occurred. Surely social media should mean that assistance can be obtained quicker? 4. Upon calling the insurance today I finally got through to someone after another long wait and was told I have an excess of over R5k due to the phone being replaced. I was also advised that Vodacom does repair screens and that I needed to call the repairs centre again to find out why they weren’t replacing it as the reason that Vodacom doesn’t replace screens was false. It took me 4 phonecalls (including waiting time) and just over an hour to resolve something as simple as a cellphone claim and I received incorrect information in the process which unnecessarily prolonged it.

Disappointing.