Help with Cell C insurance claim.

epah

epah

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Hello guys, I have cellphone with Cell c paying R259pm and inured between R15 001 - R20 000. I my cellphone got stolen and did all the necessary paperwork and submitted to insurance, my claim was then approved and I payed my excess.

Now the problem is my Insurance does not stock the original phone that I had, so my one option from the is an iphone XR 128GB which I do not want, I asked them why only one option and their answer is that it's the only Iphone that falls under my premium band. Which is a lie by the way. Iphone 11 256GB, Iphone X and Iphone XR all fall under this band according to their cell c insurance website but they won't give me the two other options to choose from, which I feel like they are trying to get rid of their old stock by giving me the XR.

What can I do at this point because I haven't had a phone for over a Month and they simply refuse to give me a phone of my choice,

Thanks guys.
 
The basis of any insurance policy is indemnification - putting you in the same position just before the event or loss.
With cellphones etc the closest equivalent or replacement is used.
If they don't do that then ask for a letter stating what they intend on replacing with and for the Ombudsman contact details.
Every approach to the Ombudsman costs the insurer 3000 so I'm sure they will act in terms of the policy and TCF - treat the customer fairly.
 
Hemi300c said:
The basis of any insurance policy is indemnification - putting you in the same position just before the event or loss.
With cellphones etc the closest equivalent or replacement is used.
If they don't do that then ask for a letter stating what they intend on replacing with and for the Ombudsman contact details.
Every approach to the Ombudsman costs the insurer 3000 so I'm sure they will act in terms of the policy and TCF - treat the customer fairly.
Click to expand...
Thank you for this, I have since gotten an email from them stating that the iPhone I want has indeed been ordered and Will be delivered at my store of choice.

What they were trying to do is give me an old phone/stock which hasn't been sold for two years as a replacement for my stolen phone. So sneaky, I will be canceling my insurance and just self insure. I have been a whole month without a phone going back and forth with cell c Insurance, the hassle isn't worth it.
 
Mr Smooth said:
Is this at a particular store or Cell C directly? Maybe try a different store?
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This is Cell C Inurance, which is run by world wide services but underwritten by Hollard. It's not a store however all you get is a call Centre number and email to deal with insurance. Terrible service I tell you. NEVER AGAIN.
 
epah said:
Thank you for this, I have since gotten an email from them stating that the iPhone I want has indeed been ordered and Will be delivered at my store of choice.

What they were trying to do is give me an old phone/stock which hasn't been sold for two years as a replacement for my stolen phone. So sneaky, I will be canceling my insurance and just self insure. I have been a whole month without a phone going back and forth with cell c Insurance, the hassle isn't worth it.
Click to expand...
A whole month is pretty shocking. My devices are insured with Santam and on both occasions they paid out in 3 days.
 
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