Vodacom Insurance Claim Wrongfully Declined Despite Active Policy and Incorrect Account Linking

I am extremely disappointed with the service I’ve received from Vodacom and Vodasure Insurance regarding my insured device.

On 27 October 2025, I took my iPhone 13 Starlight 128GB to Vodacom Vincent Park for repairs under Job No: ***2. On Wednesday, I received the following feedback from Vodacom Vincent Park:

“Good day Mr Ndaba, We are reaching out to you from Vodacom Vincent Park regarding the IPHONE 13 STARLIGHT 128GB brought in for repairs. Job No: ***2. Unfortunately, your insurance claim was declined. Kindly call Vodasure Insurance Administrators on *** regarding your declined claim.”

When I visited the store to get clarity, I was told that my phone and insurance were linked to another number that I do not use . I have consistently used the same number since inception with Vodacom, and that number is the one I have always paid my insurance from.

I then called Vodasure directly, only to be told the same story — that my current phone is somehow linked to another contract or number. This is completely incorrect and confusing, as this phone was issued to me as a replacement device under my existing Vodacom insurance after I lost my previous phone.

How is it that I have continued to pay monthly insurance premiums on my existing Vodacom number and phone, but now I’m being told I’m not insured? No one from Vodacom or Vodasure has provided me with any written documentation or proof to substantiate this claim or the supposed other contract number.

I have the paperwork showing my Vodacom contract and active insurance linked to my current number, yet Vodacom is refusing to assist or even investigate properly.

This experience has been extremely frustrating and disappointing. I am paying for insurance that Vodacom now claims does not exist — despite clear evidence to the contrary.

I am requesting:

A full investigation into why my insurance claim was declined.

Written clarification on which number Vodacom and Vodasure believe this phone is linked to, and how that error occurred.

Immediate resolution and reinstatement of my valid insurance claim for repairs.

A written apology for the inconvenience and poor handling of this matter.

I expect Vodacom to urgently resolve this issue and provide a written response.

Name: Mr. Ndaba Contact numbers: *** / *** Job *** Date of Submission: 27 October 2025 Store: Vodacom Vincent Park