Vodacom Insurance Lapsed Without Failed Debit or Lapse Notification

I have been a loyal Vodacom customer for over three years and paid my contract insurance consistently without any missed payments.

When my contract ended in September and I moved to prepaid, I was never informed that my insurance would automatically end with the contract or that I needed to take out a new policy. I continued paying what I believed was a continuation of my insurance, especially as I had never claimed.

Between October and December, debit orders allegedly failed, yet: • I received no SMS, email, or call notifying me of failed debits • I was never informed that my account was in arrears • I was not warned that my policy was at risk of lapsing • I was never notified that the policy had lapsed • I was never informed of a reinstatement deadline (which I was later told expired on 6 January)

I only found out that my policy had lapsed when I contacted Vodacom myself. This lack of communication is unacceptable and unfair. Insurance should not lapse without clear and timely notification to the customer.

To make matters worse, my bank statements show that funds were available at the time debit orders were attempted, yet the debits were marked as “insufficient funds,” adding further confusion.

I am currently pursuing this matter formally and will consider escalation to the relevant insurance dispute resolution bodies should it remain unresolved. I am currently awaiting formal explanations and proof of communication from Vodacom/Vodasure.