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Cell C review: Device insurance

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6:31 am EDT
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My IPhone 15 was stolen on the 9th of December 2023. after months of back and forth which included having to prove I had been paying insurance monthly we finally received a sms. on the 17th of May 2024

Good day, your Cell C Device Insurance, underwritten by Hollard, claim is approved and an excess fee will be payable before your Iphone 15 Blue 512gb Mtpg3hx/A is collected. Please see excess and banking details for your claim below: Bank: FNB A/C No.: [protected] Branch Code: 260950 A/C Type: Current Reference: WWAS131529 Amount: R6499.80 . Send proof of excess payment [protected]@deviceinsurance.co.za. Cell C JR WWAS, Auth FSP 1296

On request of how the excess has been calculated, 3 emails received no reply. Calling the call centre for clarity I was informed that the access is worked out on the unit that was stolen and was values at R32 499, in November when I received the phone, and the 20% is calculated from that value not the replacement value for the phone, Which is around 28K now. I can only advise to NEVER insure with Cell C device insurance.. Their actions feel criminal

Claimed loss: Five months of ridiculous frustration, and R6500 payable for a 27K phone

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May 29, 2024 8:03 am EDT
Cell C customer support contacts
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The Waterfall Campus, Cnr Maxwell Drive, Pretoria Main Road, Buccleuch, ZA

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Good day

Thank you for reaching out to us.

Kindly email us your complaint with contact details to sm@cellc.co.za

Our support team will assist and have this matter sorted.

Cell C | PN
Update by Fallen Angels
Jun 12, 2024 10:39 am EDT

No Resolution... still no response to our email to sm@cellc.co.za

Update by Fallen Angels
Jun 17, 2024 1:50 am EDT

Still no resolution... Still no reply... my complaint marked as resolved because I am still waiting for a response from the email address I was given

Jun 17, 2024 9:34 am EDT
Cell C customer support contacts
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Address

The Waterfall Campus, Cnr Maxwell Drive, Pretoria Main Road, Buccleuch, ZA

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Dear Gayl Basson,

Thank you for getting in touch with Cell C.

We apologise for the unpleasant experience and the delay in resolving your Device Insurance query. Our Social Media Support Team will be in contact with you.

Best regards,

Cell C | NZ
Resolved

This complaint has been resolved automatically due to user's inactivity.

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