Vodacom insurance biggest ****!!!

The poorest costumer service I have yet to receive.

I purchased my iPhone 7 from Vodacom shop more than 1 year ago and at the same time signed up for Vodacom insurance for the phone.

About two weeks ago, the phone would just switch off, not charge and not turn on. So I took it back to Vodacom who said it needed to be sent in for repairs and contacted the insurance as well to let them know that something was wrong with the phone.

As the days went on, I’d constantly check to see how far my repair was. On Monday, my phone was sent back to Vodacom as it could not be repaired. Vodacom insurance then told me I could get a new iPhone 7. Problem is, Vodacom has discontinued the iPhone 7.

I then called the insurance company to let them know that I couldn’t a new iPhone 7. The guy I spoke to told me that the insurance will cover a new phone to the value of my cover (which I’m told is R20000. All I needed to do was go back to Vodacom, tell them which phone I wanted and then get it while the sales assistant contacts the insurance company.

I did that today and was told no I must get a second hand iPhone 7 because that’s what I’m covered for.

Since when did it become the sales consultant/insurance consultants decision what phone I get? If I’m paying an installment for insurance for more than 1 year now, surely I get to choose what phone I want.

How is it possible for one person to tell me one thing and then when you go in store you get a different story. I’m covered for ROR which means repair (which can’t happen cause it’s unrepairable) and replace— I don’t want a second hand phone. That’s gonna give me the same problems in 2 months time. I want a new phone for which I’m entitled to as per shown on my premiums.

The whole Vodacom Insurance Company is a ****. I’ll be contacting my lawyers and the insurance ombudsmen to let them know how Vodacom treats it’s paying costumers