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zanele N
Active since May 2014
6
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Reviews
6 reviews9 months ago
Formal Complaint Regarding Declined Claim – Longstanding Policyholder
I am writing to formally raise a complaint against 24Hour Mobility Cellphone Insurance regarding the handling of my recent cellphone insurance claim. After my phone accidentally fell and switched off, it became completely unresponsive—even when I attempted to charge it. I submitted a claim, which was approved, and I paid the required excess as instructed. A courier was arranged to collect the phone, but the collection process was frustratingly delayed and even cancelled at one point, only reinstated after repeated follow-ups. When I removed the cellphone pouch to package the phone for collection, I noticed that the back of the phone was slightly open. I had not observed this before, and I did not tamper with the device in any way. Today, I was contacted and informed that my claim has now been declined following an assessment by the repairer. The reason provided was that the phone had previously been tampered with or repaired elsewhere. I must strongly dispute this. I have never taken the phone for repairs outside of their authorised channels. I have always re**** on my insurance cover, for which I pay monthly premiums, to handle such incidents. Furthermore, this particular phone was a replacement provided by them following a previous claim for a lost device. If there is any evidence of tampering, it would have occurred before the phone was issued to me. I have been a loyal client for over 10 years, with a clean claims history that clearly shows I report and resolve all device issues through their services. What is most concerning is the reversal of an already approved claim. After receiving confirmation and paying the excess, I reasonably expected the process to proceed smoothly. It is deeply unfair and confusing to be told the claim is now declined after fulfilling all the required steps. I would appreciate clarity on how such a reversal is justified, especially when no new information was introduced from my side. This experience has left me deeply disappointed. I trusted them to provide reliable support during unforeseen events, and I feel let down by the reversal of an approved claim based on inaccurate assumptions. I kindly request that this matter be thoroughly reviewed and reconsidered. I am happy to provide any further information required to support my case. I look forward to prompt response.
0 replies
10 months ago
Londeka Ndlovu is truly an asset to OUTsurance
I want to express my gratitude for the for the exceptional service I received from your consultant Londeka Ndlovu. Her professionalism, patience and thorough knowledge made the entire process smooth and enjoyable. She sure does know her product well and stated all the great benefits you offer. Big up's to her for going above and beyond.
53 replies
40 months ago
Very disappointed with the service I received from Makro
Very disappointed in Makro, I ordered a hoverboard online on the 9th, I recieved a call 2 days later from their supplier to advise they so not have stock of what I ordered, My question to them how did the system allow me to place an order of what you don't have stock on. She then advised that they have it in order colours but not in the colour I wanted, she sent me pictures via what's app so I could see the colours she has, upon receiving the pictures I realised what she has is completely different from what I ordered not only the colour but the features as well. On their website it was even priced cheaper that what I paid for the one I initially ordered, when advising her of that she insisted it was the one. Fast forward, I ended up asking for a refund as she was just not understanding me, she then advised me that she will chat to her manager and get back to me of which she never did, been following up on my refund with her but never received any responses, I decided to call Makro customer care and the gentleman I spoke promised to follow up on the cancellation and refund and get back to me which never happened. On the 20th I get a what's app text from the lady that has been handling my order advising that my delivery is on the way, I asked what delivery because I asked for a refund? She advised they received stock of what I ordered. To my suprise this morning they delivered the less priced on, just the colour I wanted but the features are different. This is supposed to be a Christmas gift, the cancellation and refund process is gonna take long, what do I do.
132 replies
97 months ago
Poor service
On Monday the 23rd April 2018 my Brother wen to deposit Money for me into my FNB account At the Pan Africa Mall Branch in Alexandra. As usual we are now told to use the ATM machines for deposits... As He was buzy with the transaction the Electricity went off just After he inserted the money into the ATM... The transaction was not completed and no receipt came out. When he went into the Branch he was told he needs to come back When the lights are back so he can complete a certain form, he did exertly that on Tuesday the 24th when he was told that they will only attend to this matter only on Thursday the 26th when the Coin Guards come. He was told that they will deposit the money into my Account then also give him a call once that is done to inform him. we waited, he then went to the Branch today Thurdays the 26 around 12pm and the consultant told him that the Coin Guards where there and they are still buzy with it but they will deposit the money into my Account before the end of the day and they will still give him a call, the day has ended no money in my account and my Brother wasn't contacted either, tomorrow is Friday a public holiday does this mean waiting again? This is unacceptable? The money which has a purpose to serve is hanging somewhere with no communication to us. I need the money into my Account ASAP, it's month end and this money has a purpose to serve please. Your speedy response will be highly appreciated.
53 replies
106 months ago
Great Service from Shahil Singh
<p>I lost my Phone and submited a claim on Tuesday the 18th July. I was very impressed as my claim was proccessed and approved in one day. I must admit, im really impressed of the service i received. cheers to continued business with you</p>
61 replies
132 months ago
Bad customer service
My name is Zanele Nyembe, I am so unhappy with MTN, I lost my phone on on Sunday the 24th my insurance needs to replace but now the process is delayed due to MTN call center consultant not being available. Insurance need me to blacklist my phone with my service provider and report at the police station before they can process my claim. I've been trying to get through since last week with no luck. Please hello Peter can I get assistance on this matter this is unacceptable. Can I get an MTN consultant to help.The number which my query relates to is 0785303674 but I'm currently not available on it. I can be contacted on 072 446 5452 before 7am or after 5pm, altinatively email on [Email Removed] Thank you
76 replies
Review Distribution
5 Star
2 (33.333333333333336%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
1 (16.666666666666668%)
1 Star
3 (50%)