VodaSure is a waste. It’s basically a ****.

On Thursday, 29 February 2024, I was ****** at gunpoint and my phone was ******. I followed the necessary protocols as my phone was insured through VodaSure, however on Saturday, 2 March 2024, I waited for over 2 hours in store as the Vodacom Insurance portal was down. Sunday, 3 March, I returned and the claim was approved, however since my phone is discontinued and the only iPhone pro max available is the 15, it was my only option, as I had a 12 pro max. With this, an over R7400 betterment fee was levied as well as R3700 excess on the claim. The Vodasure consultants did not work Sunday, so the store could not call them to have this amended. Monday, 4 February I managed to contact Vodasure myself where I was told they could give me a refurbished iPhone 12 Pro Max as a replacement. This was also then communicated to the store for the first time as there was a sudden change in insurance policies regarding iPhones below the iPhone 13. When the contract was entered into, I took insurance so that in the event of the worst, I could get a new phone. Unfortunately I have had to claim, and as a result of using the insurance I pay for, I am offered a refurbished phone. I did not get a contract for a second hand phone. I did not sign up for insurance on a second hand phone. On top of this, an excess is still levied on the second hand phone. I still have over 10 months of my contract which I will be expected to pay the full price, for this second hand phone. This is unacceptable. I am waiting for the claim to be escalated as there was not 1 single manager in Vodasure to speak to. Highly unprofessional and it makes one wonder how they’ve managed to stay market leaders with such poor business practices and disregard for the customer’s expectations.