Shocking Service from Vodacom’s Insurance, Vodasure - Will Be Cancelling My Policies

I’ve been a loyal Vodacom customer for years and never had a problem—until now. A few weeks ago, I was ****** and had to claim my phone through Vodacom’s insurance, Vodasure. The process has been nothing short of a disaster. It took two weeks just for them to get back to me, and when they finally did, I was told my claim was approved. I went to a Vodacom store, only to be told that my phone had been undervalued when I bought it, which meant I had to pay an exorbitant excess fee—an additional R10,000!

To make matters worse, I was told that all their phones are “off the market,” which made it nearly impossible to find a replacement. When I questioned why the prices didn’t match, the insurance consultant rudely told me that they don’t price devices the same way as the shops. This feels like a ****, and it’s left me stuck, unable to replace my phone.

On top of that, they gave me an ultimatum: either stick with the R10k excess or have my premiums recalculated (which I’d have to back-pay) and then have my excess recalculated at the current value of the phone. Either way, I’d end up paying even more money. It’s clear that no matter what I choose, I’m going to be hit with unfair costs.

Coming out of a traumatic *******, I found this entire process to be incredibly insensitive. It has taken a toll on me emotionally, psychologically, and financially. The insurance consultant I dealt with was rude and arrogant, even while the Vodacom store consultant sympathized with me. As it stands, I’m still without a phone and paying for insurance on a device I don’t even have. To add insult to injury, my claim period has now lapsed.

This is particularly disappointing because my last claim with Vodacom went smoothly, and the excess wasn’t unreasonable. But now, the treatment and charges are appalling.

I’m planning to cancel my insurance policies with Vodacom, not only for myself but for my family members as well, and will be moving to another provider. This experience has been nothing short of a nightmare.