IB
inSure by iStore
Unclaimed Business
IB
inSure by iStore
Unclaimed Business
18 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, inSure by iStore delivers a sharply divided customer experience. Satisfied customers praise remarkably fast claim turnarounds, often receiving replacement devices within 24 to 48 hours, with specific staff members like Bongiwe and Vuyile earning high praise. However, a significant portion of customers report frustrating experiences including claim underpayments relative to insured values, poor email responsiveness, unresolved billing and banking detail issues, and claims being declined on questionable grounds. Complaints about lack of communication and having to repeatedly follow up are recurring pain points.
Performance(last 12 months):
TrustIndex
0
Ranking
#49
in Insurance
NPS Score
20
Recommended: Likely
Review Distribution
2.8|18 Reviews
May '25 - Apr '26
5(44.4%)
4(0%)
3(0%)
2(5.6%)
1(50%)
5(44.4%)
4(0%)
3(0%)
2(5.6%)
1(50%)
Frequently Asked Questions About inSure by iStore
Based on recent customer reviews, inSure by iStore delivers a sharply divided customer experience. Satisfied customers praise remarkably fast claim turnarounds, often receiving replacement devices within 24 to 48 hours, with specific staff members like Bongiwe and Vuyile earning high praise. However, a significant portion of customers report frustrating experiences including claim underpayments relative to insured values, poor email responsiveness, unresolved billing and banking detail issues, and claims being declined on questionable grounds. Complaints about lack of communication and having to repeatedly follow up are recurring pain points.
inSure by iStore has a TrustIndex of 0 out of 10 on Hellopeter, based on 18 reviews in the last 12 months. Hellopeter has tracked inSure by iStore across 52 total reviews. How is the TrustIndex calculated? →
Recent reviews (18)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePM
Palesa M
1 reviews | Active since Jan 2020
12 Mar 2026, 10:33
'm unhappy with their lack of transparency and unfairness
'm unhappy with their lack of transparency and unfairness. I had my device insured for R23 649 for close to 3 years with no claim, when it's time to claim they offered me a device worth R13 999. When I enquire, they say that it is a like for like insurance cover and do not cover the monetary value but the device itself. Yet no where in the contract does it say that. Why do they state the sum insured if that is not the value of will be compensated with should something happen
Helpful (0)
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Palesa M
1 reviews | Active since Jan 2020
12 Mar 2026, 10:33
'm unhappy with their lack of transparency and unfairness
'm unhappy with their lack of transparency and unfairness. I had my device insured for R23 649 for close to 3 years with no claim, when it's time to claim they offered me a device worth R13 999. When I enquire, they say that it is a like for like insurance cover and do not cover the monetary value but the device itself. Yet no where in the contract does it say that. Why do they state the sum insured if that is not the value of will be compensated with should something happen
0
Replies (0)TM
Tumi M
1 reviews | Active since Jan 2020
28 Feb 2026, 05:26
insure by iStore *******
My phone is insured for R20 899, I submitted a claim and they approved it for a R14 000 phone. They are refusing to give me a R20 899 worth of phone. Saying they have a right to pick a phone for me, I don't have a problem with that but it must be worth the amount insured for Their complaints department is horrible they take time to respond to complaints and won't give full explanation. I took the matter to the ombudsman
Helpful (0)
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Tumi M
1 reviews | Active since Jan 2020
28 Feb 2026, 05:26
insure by iStore *******
My phone is insured for R20 899, I submitted a claim and they approved it for a R14 000 phone. They are refusing to give me a R20 899 worth of phone. Saying they have a right to pick a phone for me, I don't have a problem with that but it must be worth the amount insured for Their complaints department is horrible they take time to respond to complaints and won't give full explanation. I took the matter to the ombudsman
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Replies (0)KM
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Nokuphiwa M
1 reviews | Active since Jan 2020
29 Jan 2026, 15:59
Great experience
Great experience with them. I received a new phone less than 48 hours after claiming
Helpful (0)
|Replies (0)NM
Nokuphiwa M
1 reviews | Active since Jan 2020
29 Jan 2026, 15:59
Great experience
Great experience with them. I received a new phone less than 48 hours after claiming
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Tshepo M
1 reviews | Active since Jan 2020
26 Jan 2026, 18:09
Terrible service - 10867
iStore Insure has been extremely disappointing in how they handled my claim. They refused to pay out, citing “jamming” as the reason yet during the same incident a work laptop was ****** from the boot of my car. The phone was in a charging compartment inside a dimmed vehicle, so visibility was not a factor. This was clearly a broader theft incident, but they selectively used “jamming” as an excuse to reject the claim. What made this worse was the consultant’s conduct. Instead of contacting the assigned detective (a case number already existed), she forced me to personally go around the street looking for CCTV footage. When I questioned why they couldn’t liaise directly with the detective, she argued with me about it. This is unprofessional and not how claims should be handled. The street has no CCTV coverage nearby yet they still pushed this angle and continued searching for reasons to decline the claim even presenting three different justifications. It felt like they were actively trying to avoid paying rather than fairly investigating. Overall, poor service, poor communication, and a clear unwillingness to honour claims. I would not recommend iStore Insure to anyone looking for reliable insurance. Bongiwe and Abongile offered the worst service I have experienced in insurance, I would never recommend dealing with them in claiming.
Helpful (0)
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Tshepo M
1 reviews | Active since Jan 2020
26 Jan 2026, 18:09
Terrible service - 10867
iStore Insure has been extremely disappointing in how they handled my claim. They refused to pay out, citing “jamming” as the reason yet during the same incident a work laptop was ****** from the boot of my car. The phone was in a charging compartment inside a dimmed vehicle, so visibility was not a factor. This was clearly a broader theft incident, but they selectively used “jamming” as an excuse to reject the claim. What made this worse was the consultant’s conduct. Instead of contacting the assigned detective (a case number already existed), she forced me to personally go around the street looking for CCTV footage. When I questioned why they couldn’t liaise directly with the detective, she argued with me about it. This is unprofessional and not how claims should be handled. The street has no CCTV coverage nearby yet they still pushed this angle and continued searching for reasons to decline the claim even presenting three different justifications. It felt like they were actively trying to avoid paying rather than fairly investigating. Overall, poor service, poor communication, and a clear unwillingness to honour claims. I would not recommend iStore Insure to anyone looking for reliable insurance. Bongiwe and Abongile offered the worst service I have experienced in insurance, I would never recommend dealing with them in claiming.
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Replies (0)TM
Tshepo M
1 reviews | Active since Jan 2020
26 Jan 2026, 18:05
istore claim ****!!!!!
iStore Insure has been extremely disappointing in how they handled my claim. They refused to pay out, citing “jamming” as the reason yet during the same incident a work laptop was ****** from the boot of my car. The phone was in a charging compartment inside a dimmed vehicle, so visibility was not a factor. This was clearly a broader theft incident, but they selectively used “jamming” as an excuse to reject the claim. What made this worse was the consultant’s conduct. Instead of contacting the assigned detective (a case number already existed), she forced me to personally go around the street looking for CCTV footage. When I questioned why they couldn’t liaise directly with the detective, she argued with me about it. This is unprofessional and not how claims should be handled. The street has no CCTV coverage except at a nearby store, yet they still pushed this angle and continued searching for reasons to decline the claim even presenting three different justifications. It felt like they were actively trying to avoid paying rather than fairly investigating. Overall, poor service, poor communication, and a clear unwillingness to honour claims. I would not recommend iStore Insure to anyone looking for reliable insurance. Especially Bongiwe she was rude followed by Abongile, they were so unkind and empathetic.
Helpful (0)
|Replies (0)TM
Tshepo M
1 reviews | Active since Jan 2020
26 Jan 2026, 18:05
istore claim ****!!!!!
iStore Insure has been extremely disappointing in how they handled my claim. They refused to pay out, citing “jamming” as the reason yet during the same incident a work laptop was ****** from the boot of my car. The phone was in a charging compartment inside a dimmed vehicle, so visibility was not a factor. This was clearly a broader theft incident, but they selectively used “jamming” as an excuse to reject the claim. What made this worse was the consultant’s conduct. Instead of contacting the assigned detective (a case number already existed), she forced me to personally go around the street looking for CCTV footage. When I questioned why they couldn’t liaise directly with the detective, she argued with me about it. This is unprofessional and not how claims should be handled. The street has no CCTV coverage except at a nearby store, yet they still pushed this angle and continued searching for reasons to decline the claim even presenting three different justifications. It felt like they were actively trying to avoid paying rather than fairly investigating. Overall, poor service, poor communication, and a clear unwillingness to honour claims. I would not recommend iStore Insure to anyone looking for reliable insurance. Especially Bongiwe she was rude followed by Abongile, they were so unkind and empathetic.
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Replies (0)NX
Nomonde X
1 reviews | Active since Jan 2020
20 Jan 2026, 10:29
omplaint Against Insurer for Failure to Reinstatement
I wish to lodge a formal complaint regarding the refusal to reinstate insurance for my iPhone 16 Pro, which I believe is unfair and procedurally unreasonable. Background My insurance cover was affected due to a payment that was disputed with my bank. I submitted a reinstatement request in March last year. I received no response at the time. Upon following up this year, I was advised that my original email had been missed. I was then informed that reinstatement is not possible solely because the request dates back to March last year. Reason for Complaint The refusal is based entirely on time lapse, despite confirmation that the delay was caused by the insurer’s failure to respond to my initial request. I acted timeously and should not be prejudiced due to an administrative oversight that was outside of my control. I believe this outcome is unfair, contrary to principles of reasonable treatment of customers, and does not take into account the factual timeline.
Helpful (0)
|Replies (0)NX
Nomonde X
1 reviews | Active since Jan 2020
20 Jan 2026, 10:29
omplaint Against Insurer for Failure to Reinstatement
I wish to lodge a formal complaint regarding the refusal to reinstate insurance for my iPhone 16 Pro, which I believe is unfair and procedurally unreasonable. Background My insurance cover was affected due to a payment that was disputed with my bank. I submitted a reinstatement request in March last year. I received no response at the time. Upon following up this year, I was advised that my original email had been missed. I was then informed that reinstatement is not possible solely because the request dates back to March last year. Reason for Complaint The refusal is based entirely on time lapse, despite confirmation that the delay was caused by the insurer’s failure to respond to my initial request. I acted timeously and should not be prejudiced due to an administrative oversight that was outside of my control. I believe this outcome is unfair, contrary to principles of reasonable treatment of customers, and does not take into account the factual timeline.
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