Sithelo S

TRASH SERVICE - THEY DAMAGED MY GADGET! - YOU COVERED INSURANCE

<p>I am writing to make a formal complaint against Envision SA (You Covered), specifically the Claim Team -  Andiswa Dlladla being the Administration Assistant and Lindiwe Bhengu being a Senior Claims Assessor) and also the apparent ‘repairer’ of my gadget, iPhone 6 Plus Silver. My ID number is: 960 ********** .</p> <p> <br />I am extremely enraged by the poor service I have received from Envision SA (YOU Covered), but I will try my best to keep my calm as I process this for professionalism sake.</p> <p> <br />First of all, in all its entirety the service I have received from this insurance company has been atrocious.</p> <p> <br />I sent forth the claim, including all necessary documents, of my iPhone 6 Plus Silver to YOU Covered on the 14th of May 2016, if I am not mistaken. That’s when my communication with Andiswa Dladla started.  The phone had technical problems, I presume it’s the battery. I won’t fully go into detail concerning that. The Claim Team should know.</p> <p> <br />According to the terms and conditions and the contract I have with Envision SA, assessors should approve the claim within 48 hours of receipt of all necessary documentation. My claim was ONLY approved after two and a half weeks. I was utterly disappointed, not knowing that even worse is to come! In these two weeks, I kept on Email-ing Andiswa concerning the approval of my claim. Andiswa in MOST cases did not even bother replying to my E-mails. I’d wait for days, and then maybe opt to rather call the team. Andiswa was extremely cold towards me and showed no sense of urgency to get my phone fixed. She also failed to communicate with manner in a professional manner that shows she has my best interests at heart as a service provider. She said that she’ll tell me when the claim is approved, but she never did. After maybe calling for the 4th time in a period of two and a half week’s time, I was then told that the claim is approved. Mind you, she didn’t bother about updating me concerning the approval of the claim, and I had to be the calling. She made me feel like I’m nagging her in the manner that she was communicating with me. Utterly poor unprofessional communication.</p> <p> </p> <p>After a whole two and a half weeks, instead of the ‘promised’ 48 hours by the insurance contract, the claim was approved. I kept my calm, and was glad that finally my phone would be fixed.</p> <p> <br />Fast forward… fast forward… fast forward…</p> <p> <br />My handset came back on the 3th of August 2016. So after 3 months of the making my claim my phone is only fixed. Surely to fix a truck does not even take this long! At some stage of the process, somehow I got in contact with Lindiwe Bhengu, the Senior Claims Assessor, who unfortunately proved to be unserviceable, disappointing and unprofessional as Andiswa. They never bothered replying to Emails. Rude! I don’t know how much I spend on airtime alone calling the team. The communication overall from Envision SA was pathetic. I was never updated about anything in the process. Even when the phone was ‘fixed’, I had to be the one calling to enquire.</p> <p> <br />The phone alone to be posted after repairs took about 2 weeks. At that time, I was admitted in Hospital as a Mental Health patient. I was told the day before the phone had to be posted that an excess fee had to be played. I know I was supposed to know as per contract stipulation, but why did I have to be reminded the day it had to be posted back to me? Even though I was an in-patient in hospital, I managed to deposit the money. Lindiwe said I need to send a proof of payment so that the phone will be posted back. I told her that I’m in hospital, I’m unable to do that. She showed absolute no signs of empathy. She demanded that I send the proof of payment. I even told her the exact day, time and second the payment was made but she still refused. I eventually send the proof of payment, and the phone got delivered.</p> <p> <br />At this time, I am already exhausted by the pathetic service I’ve been receiving from Envision SA.</p> <p> <br />When the phone comes back, it was still NOT repaired! Moreover, the apparent ‘repairer’ physically tampered my phone! The screen of the gadget is not attached to the phone as it was when i sent it, and it is slightly detached from the gadget. I am hurt by how you guys can do this to me. Yes, the phone took long to be ‘fixed’, as angering that it but the for the gadget to come back unfixed and even furthermore damaged, is something else!</p> <p> <br />I took my phone to iStore who then swiftly and professionally assessed my phone. They told me that it shows that the phone has been tampered by a third party. And by the way, their service is beyond amazing.</p> <p> <br />I received the unfixed and now physically tampered and damaged phone. I send an Email to the Claim Team, Andiswa and Lndiwe, the following morning regarding the complaint. The claim team did not even bother replying to the Email. Do you understand how disrespectful and rude that was? Do you understand what low level of regard Envision SA have for me as a customer? It makes me wonder how other customers get treated like this, or was I just the unlucky one? After about four days, the team not replying to my email, I gave them a call. Still, they had no sense of urgency or apology regarding my unfixed my phone.  </p> <p> <br />They insisted that I sent them a fully detailed Email about the condition of my phone. I do that, swiftly. They do not even reply to say “Thank You, we received the email”. They’ve never done it anyway. So what I expecting? I then send 3 more emails asking when will they reply to the email and which steps will be taken further on. Still, no response. After 7 days (from when I had send the email about the condition of my gadget). I call them. That was last week Friday. It was about 9:30am morning. They assured me that they’ll give me feedback by the end of the day regarding what will happen further. I received no feedback.</p> <p> <br />I Emailed the claim team this morning and told them that I had been waiting for a feedback… still, no reply from them. I send another one early afternoon asking them to please respond. Lindiwe says I must go to iFix/iStore to ask for a quotation. To me this showed that the phone was not sent to a licensed iPhone repairer in the first place! Anyway, I go to iFix and iStore swiftly. They tell me that they can’t fix the damage caused by another party. I told iFix and iStore the WHOLE story – what Envision SA has put me through. They were appalled by the level of service that Envision SA offers. They were very empathetic in their response, and suggested that I take this seriously and demand my phone to be replaced.</p> <p> <br />This issue has been physically, mentally and emotionally draining for me. I do not want to talk any further. I am exhausted. I want my gadget replaced as soon as possible. I feel emotionally abused and severely disrespected. I pay way too much to be receiving this kind of trash service!!</p>