Insurance

[Danie Louw]

Upon purchase of my device I was offered device insurance. I accepted the insurance and have been paying the premium, going on to three years.

The device stopped working and I took it in to the store where I bought it. They did a hard reset and said it is sorted. It lasted a week. Then lockdown. Soonest I took the device back to the store. Again they said they can hard boot it. I said no, have it sent in. The repair center contacted with a quote just short of R1000. Clearly it needed more than just a hard boot. A week later I was again contacted by the repair center and told to contact vodacom on 0821952 and use xxxxxxx as ref. I did so and spoke with an agent (Johanna). She failed to explain the issue at hand and said she would forward me an email with details as to escalate my complaint. A week later and nothing. I called again and spoke with an agent (Earnest). He claimed to know Johanna and said that he was busy forwarding her an email as we speak. He confirmed she would forward me that email and phone me. Again nothing. Again I called in. Spoke with an agent (Moesha). At first I asked to speak with a supervisor/manager/director. She said that she would transfer me, but may she try to solve the issue. I gave her the benefit. She had a well rehearsed verse, she was repeating over. And in the end refused to transfer me to a supervisor.

They claim that the insurance is on the sim card and not on the device. Why on earth would I have such expensive insurance on a sim card. Subsequently they are refusing to honor the insurance.

I regard this entire matter as fraudulent.

 

[mr_norris]

When you take out an insurance policy, you usually get a policy schedule. What does the schedule say?

 

[Hemi300c]

Upon purchase of my device I was offered device insurance. I accepted the insurance and have been paying the premium, going on to three years.

The device stopped working and I took it in to the store where I bought it. They did a hard reset and said it is sorted. It lasted a week. Then lockdown. Soonest I took the device back to the store. Again they said they can hard boot it. I said no, have it sent in. The repair center contacted with a quote just short of R1000. Clearly it needed more than just a hard boot. A week later I was again contacted by the repair center and told to contact vodacom on 0821952 and use xxxxxxx as ref. I did so and spoke with an agent (Johanna). She failed to explain the issue at hand and said she would forward me an email with details as to escalate my complaint. A week later and nothing. I called again and spoke with an agent (Earnest). He claimed to know Johanna and said that he was busy forwarding her an email as we speak. He confirmed she would forward me that email and phone me. Again nothing. Again I called in. Spoke with an agent (Moesha). At first I asked to speak with a supervisor/manager/director. She said that she would transfer me, but may she try to solve the issue. I gave her the benefit. She had a well rehearsed verse, she was repeating over. And in the end refused to transfer me to a supervisor.

They claim that the insurance is on the sim card and not on the device. Why on earth would I have such expensive insurance on a sim card. Subsequently they are refusing to honor the insurance.

I regard this entire matter as fraudulent.

Although it's probably not a valid claim as there is no mechanical damage/derangement.(dropped and broken)
They are talking utter BS and your best route would be to ask for a official repudiation letter with the full details and reasons as you will need this for the Ombudsman approach.

See what their response is then.

Also say you have done a FSCA FAIS search and there is no Johanna on their register and will be reporting them for giving advice or performing Intermediary tasks without being on the register.

I'm gat vol of these types of operations not complying with the law

 

[genetic]

What does the policy say?