Monitor Administrators
Verified Business
|1.9|32 Reviews (last 12 months)|Responds in 10h 4m
Monitor Administrators
Verified Business
|1.9
32 Reviews (last 12 months)
Responds in 10h 4m
AI Review Summary
Based on recent customer reviews, Monitor Administrators is drawing significant frustration from policyholders pursuing cellphone and device insurance claims. Customers consistently mention prolonged claim turnaround times, poor communication, and being passed between departments without resolution. A recurring theme is dissatisfaction with replacement device policies, particularly around promotional pricing exclusions and IMEI number disputes. Premium debits continuing on allegedly unregistered policies is another sore point. Positive feedback does surface, with specific consultants praised by name for delivering swift, professional, and empathetic claims assistance that contrasts sharply with the broader experience reported.
Performance(last 12 months):
Trustindex Rating
3.8Ranked In Insurance
#68Reply Time
10h 4mNPS Score
-74Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 9h 47m
TrustIndex
3.8
Ranking
#68
in Insurance
Reply Time
10h 4m
NPS Score
-74
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 9h 47m
Review Distribution
1.9|32 Reviews
Sep '25 - Aug '26
Recent reviews (32)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceLM
NZ
Nomkhitha Z
1 reviews | Active since Jan 2023
2 May 2026, 13:29
Tfg claims
I am very disappointed with the way my claim is been handled. Firstly my policy was not registered from August 2025 because the IMEI number was taken down incorrectly, I they have been debiting my account yet it was not linked to a policy. Claim was submitted 20 March 2026, and after 3 weeks I was informed my policy was not registered, ok policy is registered and im asked to send policy schedule which i sent along with screenshot on premiums going off every month. Today the 2nd of May I was advised that they are awaiting confirmation from TFG in regards to miss payments, I mean really what nonsense its this. Standard turnaround time for a claim is 2 weeks its the 7th week now and still nothing, to make things worse I hav to follow so on top of paying premiums I must still use my resources to follow up on the claim. The service from the call center staff is putrid to say the least. I will be taking this up with the ombudsman as well because paying for a policy that was not registered is *****. Very disappointed worst insurance ever.
Helpful (0)
|Replies (1)NZ
Nomkhitha Z
1 reviews | Active since Jan 2023
2 May 2026, 13:29
Tfg claims
I am very disappointed with the way my claim is been handled. Firstly my policy was not registered from August 2025 because the IMEI number was taken down incorrectly, I they have been debiting my account yet it was not linked to a policy. Claim was submitted 20 March 2026, and after 3 weeks I was informed my policy was not registered, ok policy is registered and im asked to send policy schedule which i sent along with screenshot on premiums going off every month. Today the 2nd of May I was advised that they are awaiting confirmation from TFG in regards to miss payments, I mean really what nonsense its this. Standard turnaround time for a claim is 2 weeks its the 7th week now and still nothing, to make things worse I hav to follow so on top of paying premiums I must still use my resources to follow up on the claim. The service from the call center staff is putrid to say the least. I will be taking this up with the ombudsman as well because paying for a policy that was not registered is *****. Very disappointed worst insurance ever.
0
Replies (1)TM
Tshegofatso M
1 reviews | Active since Apr 2026
14 Apr 2026, 10:18
Thank you Precious Khoza
Precious Khoza gave me great assistance in handling my insurance claim.
Helpful (0)
|Replies (1)TM
Tshegofatso M
1 reviews | Active since Apr 2026
14 Apr 2026, 10:18
Thank you Precious Khoza
Precious Khoza gave me great assistance in handling my insurance claim.
0
Replies (1)AX
Asanda X
1 reviews | Active since Mar 2026
30 Mar 2026, 13:50
EXTREMELY POOR SERVICE AND QUESTIONABLE INSURANCE PRACTICES – AVOID THIS COMPANY
I strongly urge people to think twice before insuring their devices with this company. My experience has been incredibly frustrating and has left me feeling completely misled and unsupported. I have had a phone insured through this provider since 2022. Earlier this month, when I attempted to submit a claim after my phone was ******, I was suddenly told that the phone was never insured under my account. According to them, the only device they have on their system for me is a phone from 2018. This makes absolutely no sense, because the same company has been debiting my bank account every month for insurance premiums relating to the phone I have had since 2022. During the claims process, I was sent from pillar to post by their customer service agents. I was instructed to retrieve the IMEI number of the device despite the fact that the phone is several years old. I went through the effort of obtaining the ITC reference number they requested and submitted everything they asked for. After all of that, I was still told that they cannot find the phone on their system and therefore cannot process the claim. If the phone was truly never insured, then the obvious question is: why have they been charging me insurance premiums for years? I emailed them requesting that if they insist the phone was never insured, they must refund every monthly insurance premium that has been deducted from my account. Since sending that email, I have received no response whatsoever. To make matters worse, the customer service has been extremely poor. The agents appear poorly trained, unhelpful, and unable to think beyond scripted responses. There seems to be very little willingness to actually investigate the issue or assist in finding a solution. Because of this situation, I have been left completely exposed after the theft of my phone, which contained sensitive banking and personal information. Instead of receiving support from the insurer I have been paying, I have been met with denial, delays, and silence. In my opinion, TFG’s insurance services were far better when they were administered under Finrite. Since moving to Monitor Administrators, the service quality appears to have deteriorated significantly. Based on my experience, this company seems very quick to collect monthly premiums, but when the time comes to honour a claim, customers are left stranded. I would strongly caution anyone considering insuring their device through this provider to be extremely careful before trusting them with your money.
Helpful (0)
|Replies (4)AX
Asanda X
1 reviews | Active since Mar 2026
30 Mar 2026, 13:50
EXTREMELY POOR SERVICE AND QUESTIONABLE INSURANCE PRACTICES – AVOID THIS COMPANY
I strongly urge people to think twice before insuring their devices with this company. My experience has been incredibly frustrating and has left me feeling completely misled and unsupported. I have had a phone insured through this provider since 2022. Earlier this month, when I attempted to submit a claim after my phone was ******, I was suddenly told that the phone was never insured under my account. According to them, the only device they have on their system for me is a phone from 2018. This makes absolutely no sense, because the same company has been debiting my bank account every month for insurance premiums relating to the phone I have had since 2022. During the claims process, I was sent from pillar to post by their customer service agents. I was instructed to retrieve the IMEI number of the device despite the fact that the phone is several years old. I went through the effort of obtaining the ITC reference number they requested and submitted everything they asked for. After all of that, I was still told that they cannot find the phone on their system and therefore cannot process the claim. If the phone was truly never insured, then the obvious question is: why have they been charging me insurance premiums for years? I emailed them requesting that if they insist the phone was never insured, they must refund every monthly insurance premium that has been deducted from my account. Since sending that email, I have received no response whatsoever. To make matters worse, the customer service has been extremely poor. The agents appear poorly trained, unhelpful, and unable to think beyond scripted responses. There seems to be very little willingness to actually investigate the issue or assist in finding a solution. Because of this situation, I have been left completely exposed after the theft of my phone, which contained sensitive banking and personal information. Instead of receiving support from the insurer I have been paying, I have been met with denial, delays, and silence. In my opinion, TFG’s insurance services were far better when they were administered under Finrite. Since moving to Monitor Administrators, the service quality appears to have deteriorated significantly. Based on my experience, this company seems very quick to collect monthly premiums, but when the time comes to honour a claim, customers are left stranded. I would strongly caution anyone considering insuring their device through this provider to be extremely careful before trusting them with your money.
0
Replies (4)pC
patience C
1 reviews | Active since Aug 2015
6 Mar 2026, 14:59
Very disappointed with tfg & monitors administrator
I'm very disappointed with tfg and monitors administrators since Feb 2025 to date I'm paying two device insurance it's made a claim my claim was declined reason was I canceled which I never did i even sent them proof of my monthly statement I am the one making follow up they don't care about their customer also a request was made to check the imei numbers of the device insured it's more than a week still waiting for feedbank
Helpful (0)
|Replies (1)pC
patience C
1 reviews | Active since Aug 2015
6 Mar 2026, 14:59
Very disappointed with tfg & monitors administrator
I'm very disappointed with tfg and monitors administrators since Feb 2025 to date I'm paying two device insurance it's made a claim my claim was declined reason was I canceled which I never did i even sent them proof of my monthly statement I am the one making follow up they don't care about their customer also a request was made to check the imei numbers of the device insured it's more than a week still waiting for feedbank
0
Replies (1)M
NK
Nancy K
1 reviews | Active since May 2022
25 Feb 2026, 11:02
Useless TFG/FOSCHINI Insurance, and they don't care
I have been waiting for my claim to be processed for a month now, and I am still waiting. The issue is that I have contacted and emailed every department, but they just don't bother to respond. I am at a point where I decided to go and use their account to buy a new phone and stop paying the account. Since they can't refund me the money I have paid over the years, I will use up the account balance and discontinue payments. As long as I won't need a good credit score in the future, I will just save that money and buy everything in cash. Just don't bother signing up for their Insurance when they try to convince you, for your own good, check reviews for other insurers, you will regret it. I am regretting now for signing up and paying my monthly instalments on time.
Helpful (0)
|Replies (4)NK
Nancy K
1 reviews | Active since May 2022
25 Feb 2026, 11:02
Useless TFG/FOSCHINI Insurance, and they don't care
I have been waiting for my claim to be processed for a month now, and I am still waiting. The issue is that I have contacted and emailed every department, but they just don't bother to respond. I am at a point where I decided to go and use their account to buy a new phone and stop paying the account. Since they can't refund me the money I have paid over the years, I will use up the account balance and discontinue payments. As long as I won't need a good credit score in the future, I will just save that money and buy everything in cash. Just don't bother signing up for their Insurance when they try to convince you, for your own good, check reviews for other insurers, you will regret it. I am regretting now for signing up and paying my monthly instalments on time.
0
Replies (4)TM
Tumelo M
1 reviews | Active since Sept 2020
24 Feb 2026, 07:23
Dissatisfied, Disappointed, and Frustrated
Hi. I have claimed my lost device since the 3rd Feb and nothing has been said or done till this day. I had to call them for a query and I was told " it takes a long time to process a claim as we still gathering some more information "- that was on the 18th February. I am very disappointed and frustrated in the service I am getting because I have been paying my premiums for more than 6 years, but when I have to claim in times of difficulties, I need to wait for the whole month. I feel like this is not fair, especially since I don't have a phone currently am depending on borrowing people's phones even to have my duties Done at work. This is the worst service provider to be honest... Please assist.
Helpful (0)
|Replies (1)TM
Tumelo M
1 reviews | Active since Sept 2020
24 Feb 2026, 07:23
Dissatisfied, Disappointed, and Frustrated
Hi. I have claimed my lost device since the 3rd Feb and nothing has been said or done till this day. I had to call them for a query and I was told " it takes a long time to process a claim as we still gathering some more information "- that was on the 18th February. I am very disappointed and frustrated in the service I am getting because I have been paying my premiums for more than 6 years, but when I have to claim in times of difficulties, I need to wait for the whole month. I feel like this is not fair, especially since I don't have a phone currently am depending on borrowing people's phones even to have my duties Done at work. This is the worst service provider to be honest... Please assist.
0
Replies (1)