Stay away from Telkom and Worldwide Advisory Services if you want peace

I am extremely unsatisfied with the handling of my cellphone insurance claim, for which I submitted all the required documentation on the 10th of June 2024. As of today, the 24th of June 2024, I have yet to receive any substantive communication regarding the status of my claim. Each time I contact Telkom insurance call centre, I am told that my claim is either under investigation or assessment, without any concrete updates.

The situation was exacerbated on the 15th of June 2024, when I had an extremely unpleasant experience with a call centre agent named Sibusiso, who was both rude and unhelpful. I requested the recording of this call to be sent to me and was assured it would be delivered on the 18th of June 2024. However, I have not received this recording or any further communication since then.

I took out insurance with Telkom with the expectation that I would receive timely and professional service in the event of an unfortunate incident such as the theft of my phone. However, the service I have received has been far from satisfactory, leaving me feeling regretful for choosing Telkom for my insurance needs. Furthermore, upon reviewing the feedback on HelloPeter, it is apparent that my experience is not an isolated incident, but rather a reflection of broader systemic issues within Telkom's customer service and claims processing.Additionally, I have encountered several inconsistencies and confusing information during this process: The Telkom website states that claims are concluded within 7 days. However, call centre agents have told me that the processing time is 14 days. This discrepancy is highly concerning and needs to be addressed. One call centre agent informed me that my claim is pending because the number insured with the phone is active. The number she referred to was my Vodacom primary number. How does Telkom insure a Vodacom number? This does not make sense. To clarify this, I visited the store where I bought the phone, and the staff informed me that Telkom insurance is linked to the IMEI number of the phone, not the SIM card. However, my documents tell a different story, adding to the confusion.

It is unacceptable that even Telkom employees are providing conflicting information.