Misleading and deceptive

I put in a claim on the 3rd of July and up to this far I've provided all the information that had been requested, this is after going from pillar to post to make sure that I simplify the lives of all parties involved.

I'd been encouraged, by the consultankt, to fill in the claim form & send it in & she'd committed herself to escalating my claim.

I received an sms to let me know that my claim had been referred to underwriting & then not more than 2 hours later another saying the claim had been registered accompanied by a claim number. I then received another sms advising of where to pay the excess fee, & having gone through this whole process of back & forth with them, having to guess which number they'd communicated with me on because they'd keep communicating with me on a number I had already advised was inactive, I obediently obliged & paid the fee.

I had to then be the one now calling them & waiting on the other end until the line would get cut off. No efforts whatsoever on their end to call back and notify me of the progress of my claim.

I called in on the 17th of July & I was advised that the phone that was insured was no longer available & a list would be requested for me so that I could choose from it based on the price of the lost phone & specifications.

Through this whole process I was misled & misinformed & this morning, the 19th July, I received a call from Ms Camille Maccario, who informed me that my claim was rejected & this was discussed by management that they would not be replacing the device.

She informed me that the consultant who approved my claim was not supposed to approve it. Now how do you play on people's emotions like that by approving a claim & then later deciding "actually no,the claim is getting declined"?

This has been such a tumultuous & draining process as promises/commitments were made & eventually not carried out.

This passed the underwriting process & an excess fee was paid with a timeline being given by the consultants for the expected arrival time of the phone.

I fail to understand why due diligence was not done even before throwing words around like "approval" & requesting excess fees & giving timelines for delivery.

I asked Ms Camille Maccario who was at fault & she, as the team leader I was directed to, admitted that the consultant who approved my claim was at fault so I fail to understand why my claim is not being honoured.

This company's mission says "work hard; be passionate" but they've showed none of that preceding the disappointing phone call I received from Ms Camille Maccario.

I've requested all the recordings from inception of my claim. I hope they can honor this commitment.