The Reality of Vodacom Insurance - beware before signing up

On 12/11/22, my phone insured by Vodacom was ******. I reported the claim to my nearest Vodacom store on 13/11/22 and submitted the necessary documents. The claim was approved quickly and easily that day. This is unfortunately where the customer service ended.

Unfortunately, my replacement device was not in stock. I was advised that I would have to wait for stock to arrive at the Vodacom warehouse first and an order would then be placed by the store for the device. I understood that there would be a delay due to the manufacturing difficulties with iPhone Pro models at the moment.

The frustration I have is that I have been called by Vodacom twice this week to be offered new contracts for the exact model I am waiting for. According to Vodacom sales, both agents advised that they have stock of the device in their warehouse (even different storage and colour options) and delivery would be 1-2 days if I take out a new contract. I even made them verify that they really did have stock. This really got me agitated as Ive been waiting 2 weeks for my insurance replacement.

I then called Vodacom Claims today, 26/11/22, and spoke to Bartha Gudumela. I was advised that Yes, there is stock but Vodacom did not allocate any of the iPhone Pro models for insurance replacement, only sales. I can get the device as a new sale but not as a replacement device. Further, I was advised by the claims handler that I could buy the replacement iPhone cash and then send the invoice to Vodacom insurance for them to refund me. I was furious at the claims handler. Why must I now be expected to buy the device when there is an approved claim and stock in the warehouse. What is the purpose of insurance then? I struggled to see the logic and demanded an explanation. I was then advised that Vodacom insurance is not part of Vodacom and Vodacom may have stock but Vodacom Insurance does not. If I want my phone I need to speak to Vodacom directly. I knew that Bartha was not going to assist. I demanded to speak to her manager but she advised that there are no managers at work today but that there is a supervisor who is on another call. The supervisor will call me back after she is done. No one from Vodacom called me back.

I then called Vodacom who advised that Vodacom Insurance needs to address the issue and the matter should have not been directed to them. The complaint was unnecessarily pawned off on them. There is also no such thing as Vodacom Insurance not being part of Vodacom.

I called Vodacom insurance back and was advised that Bartha was incorrect as under no circumstances does Vodacom tell their clients to buy their own insurance replacements and send them the invoice. This claims handler was helpful and sought to work towards resolving the matter.

I am however disgusted by vodacoms practice. So is this is how existing customers are treated once you hook them. So we no longer matter? You have the devices but you'd rather sell it to someone new than send it to the existing customer who has been waiting for 2 weeks with an approved claim.

I know Vodacom will call me eventually regarding this post. I do not want to know or be asked anything further apart from being told that my insurance device is on its way.