On the 2nd i lost my phone & made a claim (CAL031893), all documents were sent through to the consultant on the 4th. I owned a Samsung S2 I feel that it would be best if I were 2b replaced with a different phone as SII is outdated. I was informed that the dispute request has been sent on the 7th, I made follow up on the 9th & i was told that the approver was on leave! On the 9th @ 9pm I got a call from a consultant who was doing a QA on my claim, QA @9pm? unacceptable! On the 15th and I spoke to a different consultant who informed me that I should have written a letter explaining y I needed to be replaced with a different phone, he said that my request will delay or not even be attended if the letter is missing! Why wasn't I told this from the beginning? I am very much aware of the terms and conditions that a customer will be replaced with the same make and model if it is still available, else, they will be replaced with a phone that is within the same range as the insured one. But, if it is completely impossible to be replaced with a different make while the insured one is still in stock, why was I even allowed to make the claim in the first place? I am not being kept updated!
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