Vodacom insurance, staying out of it!!

<p>On Wednesday the 31st May 2017 I visited the Cresta Vodacom store to get my contract upgrade. What a great experience, especially seeing as though my new contract offered me more for less (I know it sounds like a insurance ad but hear me out). My average bill for the last 24 months has been in excess of 2k, so any savings is greatly appreciated. The savings that Vodacom offered me were translated into subsiding the new iPhone 7 as well as the insurance that I took out to cover it. Happy days, or so I thought. The same night, my girlfriend and I got held up at gun point and needless to say, my new phone was one of the items that was taken . Luckily I had insurance and the phone would be replaced, or so I thought. On the 2nd June 2017, I went to Vodacom Sandton to do a swim swap and submit my insurance claim. I was informed that I would have a decision within the next 24 hours. 24 hours later, on the 3rd June 2017, I went into another Vodacom branch to get my new replacement phone, assuming that the claim would have been correctly processed. Well, you know what they say about assumptions. Its more that 36 hours later and still not luck. But here's the summary of what has transpired, Cell Sure, who is Vodacom's insurance arm, has failed miserably in getting this claim done. The reasons cited for my lack of processing include the following, 1) the phone loaded on my profile is my old phone (an iPhone 6), even though I clearly signed a document stating that I was taking out insurance on an iPhone 7, 2) that my cover only starts in August 2017 even though my premiums start in June, (also not stated in the contract) and 3) that I prematurely upgraded my contract, which actually matured two weeks prior to the 31st May 2017. In addition to this, because I am claiming within the first 60 days, I have to pay double the excess which is a % of the total replacement value of the phone, again not stipulated in the contract and as far as I know, nobody has any control of when they would fall victim to theft or god forbid, armed *******. Thankfully, a manager however has the mandate to resolve the above processing challenges and approve the claim, the only challenge however is that there is no manager on duty on a Saturday. I don't know much about business but if I have clients who make me money, I would get them up and running in no time. I am just disappointed, I have been a loyal customer for over 12 years and I am not used to this level of service, I fully realise that Cell Sure is not the same as Vodacom but they are an arm of the business and seen to be one. As I sit here my thoughts are simple, I like Vodacom, I appreciate the services and would like to stay but I need a phone and they are not supporting. Based on this, I have three options, 1) Vodacom and CellSure sort out my simple issue and provide me with a new device as per the process, 2) I buy my own phone and insure through someone reliable who is not a pretend cellular insurer and 3) I move to a new provider, not so hard nowadays. Vodacom, please make a plan and sort this out, I am a loyal customer but have had a rough week and the service I am getting from you is in complete contrast to that provided by home affairs and the SAPS who are coming to the party. For a monthly insurance premium in excess of R200, you guys need to focus on what counts.</p>