Why have Insurance with Vodacom

<p> </p> <p>I've been a loyal Vodacom customer for over a decade now, and started off on a Weekender Package. Over the years, I've upgraded my package and amount of contracts to the point where I now have 3 Vodacom contracts on my name, with my main one being a RED VIP Package spending anything between 4-6k a month and never missing a payment.</p> <p>On Sunday afternoon, I dropped my iPhone 6 Plus (64g) on the floor and cracked my screen. Very p%$#sed off with myself, I started to google where I can get my screen fixed (besides the screen, there is nothing wrong with the phone). Monday morning, I remembered that I've got insurance with Vodacom and I went to my nearest branch. The guy at the store in Greenstone helped me well and said that because I have insurance with Vodacom he can send it in for me, but it would be better if I take my phone to Vodaworld myself (faster).</p> <p>Of to Vodaworld I went and after waiting longer than an hour for someone to assist me at the repair store, the guy told me that they don't repair it, but they replace it. He said that although I have insurance, I would probably have a R 150 excess, which I said "That's fine". He issued me with a Job card & a referral letter stating that my phone is beyond repairs. He said I must take it to the Vodacom store (still in Vodaworld) and they would issue me with a new phone. That was not the case. I went to the Vodacom Store and gave the lady in front (whom actually helped me a lot, thanks) my documents and she said that i still need to fill in a claims form and that i would wait another 30-40mins. I filled in all the documents and waiter longer than an hour again. Then I was told that they can replace my phone, but I would have an excess of R 7 000.00. I said that there must be a mistake because I'm insured. They said that I only have insurance up to 15k and that my phone is now worth 19k due to the Dollar / Rand exchange rate.</p> <p>My questions are as follow: Why have insurance if I can't use it without a 7k excess? I have insurance for up to 15k and they can't even fix a screen (worth maximum 3k) without ******ing me for more money.</p> <p>I've wasted almost 4 hours of my day, just to get my blood boiling. Yesterday I was so angry but today I'm actually so disappointed. Vodacom was the best and because of that we as customers voted for them with our money. I now feel that they would rather be the biggest than the best. It's a pity really!</p> <p>After all these years, I would hate to cancel all my contracts! I really expect that someone (at least a Manager) from Vodacom calls me with a solution (I honestly think I deserve better).</p>