Urgent Complaint Regarding Vodasure Claim Handling and Unacceptable Service

Good morning,

I am writing to express my deep disappointment and frustration regarding the handling of my recent insurance claim with Vodasure.

Earlier this week, I was ****** while out jogging — an extremely traumatic experience in which I nearly lost my life. I immediately blacklisted my ****** phone and went to the Vodacom Lephalale outlet to file a claim. The store staff were helpful and empathetic, for which I am grateful.

However, the treatment I have since received from Vodasure representatives has been unacceptable. Despite being a loyal customer who has consistently paid R524.74 per month towards my device insurance, I have faced unnecessary delays, disrespect, and refusal to assist.

I initially filed a claim for my Samsung S23 Ultra, which is no longer on the market. Vodasure approved a replacement for the S24 Ultra — but that device is also out of stock. When I requested the S25 Ultra (currently available in-store for R29,000), I was told I "don’t qualify" — despite being insured for devices between R25,000 to R35,000. I’ve asked multiple times for a written copy of the terms and conditions and a breakdown of my coverage — both of which have not been provided, despite promises from agents including Amahle Mahlangu, Pule Iseriel, and others.

Additionally, I was told that pricing structures have changed over the years, which may affect my claim — yet no communication or documented notification of these changes has been sent to me. I asked for proof of these changes, and again, nothing has been shared.

Let me be very clear:

I have paid R524.74 consistently — a premium that, according to your own representatives, covers me for a device valued at R25k–R35k.

The S25 Ultra costs R29k, within the insured value.

I rely heavily on my phone for two-factor authentication to access my work systems, and I currently cannot do my job and cant wait anylonger.

I work in a senior position at a mining company (Exxaro) in Lephalale, and I am currently completely disconnected from my teams and duties due to the lack of resolution.

It is now day three without a phone, and I am being pressured to accept a device that is not equivalent to what I’ve been paying for. This delay is not only damaging my productivity at work but is also costing me personally, emotionally, and professionally.

Furthermore, I requested contact information for a complaints department and was denied access. This lack of transparency and accountability is unacceptable for a service provider of your stature.

To make matters worse, my smar****ch claim — a significantly less expensive item — is being delayed for 24 hours to 7 working days, without valid reasoning. My phone claim was approved in under 30 minutes. Why the inconsistency?

I demand the following:

Immediate resolution and provision of a device equivalent in value and performance to the one I’ve been paying for — preferably the S25 Ultra.

A written explanation of why I am deemed not to qualify for a phone within my cover value.

A copy of the current terms and conditions as well as documentation of any historical premium or policy changes.

A valid escalation or complaints contact so I may pursue this matter further if needed.

If this issue is not resolved by close of business today, I will be forced to escalate this legally and publicly. I expect a swift and professional response.

Customer Details:

Names: Kgotso William Botsi Cell:*** ID:*** Account Number: I***-9