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.