The complaint has been investigated and
resolved to the customer's satisfactionResolved Finrite Insurance Company — insurance
resolved to the customer's satisfaction
I bought two phones on one contract through Telkom, on the 29th of October it happened that one of the devices purchased was stolen. On the very same day I went to one of the Telkom store for assistance to get the phone blocked, that went well and the consultant managed to do a sim swap for me. I then had to call the insurance company (Finrite) they then gave me all the details I had to have in order to go do an affidavit and open a case. On the 31st I went to the police station and did what I had to do and went to the Telkom store to submit the documents so that they can forward them to the Insurance company. The papers were forwarded the same day and was informed that I will receive a call from them. A week went by with no call at all from the insurance company, then a week later after a expecting a call the consultant from Telkom called me, requesting for the case number as the insurance people never received it, I provided the information AGAIN, on the 15th November I contacted Telkom to advise further with the query, she then provided the Finrite number as she was not winning on her side with them, she then advised that being a client MAYBE things will be handled differently, unfortunately not I used my own airtime to contact them to confirm all the necessary information the agent from the insurance promised to call me back of which never happened, I then called AGAIN to follow up I was told a different story to what was submitted to them, I then requested for the communication between them (Finrite) and Telkom to confirm if there is progress with the issue but was advised that they are not allowed to give out internal information fair enough, I asked the agent will she get in contact with me regarding the matter, the only thing she said was "we will have to wait for the head office to revert back to us, up until then we can't provide you with anything" my question was not answered I asked her AGAIN will you get back to me, she replied back "like I said we have to wait for feedback from the head office, but then if you feel like contacting us you may do that" I picked an ATTITUDE in that statement, I hung up, I then decided to go to the store the next day to follow up and was told that they still have not received feedback. What is frustrating is that, it's about 3 weeks now with no communication at all from Finrite, I have to take up my own time to call them and when you eventually call them the agents are rude. I took out insurance for cases like these, knowing that my issues will be resolved but not in this case. I have to pay my insurance fees, personally call them, take up my own time to go to one of the stores to find out how far are they with my query and up to so far what have I got from (Finrite) NOTHING... I would advise Telkom to opt for a different insurance company as Finrite is incompetent. As mentioned before I have been following up with Finrite regarding my stolen phone, until today there's no positive feedback, I'm always put on hole by Mpho for over 20mins, to get feedback everytime I call, she will then promise to call back but nothing, the manager is also VERY RUDE, I was told today that only one of my devices are insured, IMPOSSIBLE... This is one incompetent service we have in South Africa... I need my phone I'm done calling you back. I handed a matter to Finrite regarding my stolen phone on the 29th October until today I have not received feedback regading my query, I have ran out of patience as there's no information carried out here.. I have been to Telkom there's no feedbdack provided to them as well.. PLEASE HELP CANNOT TAKE THIS INCOMPETENCY ANYMORE.. About two/three weeks back I went back to the store to follow up again the consultant advised that no feedback was given to them, that's when the store manager advised that he will also re-escalate everything from his side as well, until today 12 December 2016 no feedback received from the insurance company again, I had to call Finrite AGAIN to confirm the status of my query Busisiwe then told me that the Line manager only forwarded the query to the underwriters last week Friday 09/12/2016, after so many weeks had gone by, they take their insurance premiums every single month without any hassless from my side, but it's okay for them to take me from pillar to post as they please, the agents from Finrite are very rude and have an attitude I dealt with a couple of them and I'm not happy with the service provided, I'm hoping for a positive feedback
The complaint has been investigated and resolved to the customer's satisfaction.