Read the insurance terms on repair for damaged devices

MY BETTER half is trying to get her cellphone fixed under her Vodacom insurance, but they won’t authorise the repair as the damage occurred late last year.

They have a clause that the phone has to be repaired within 45 days of damage (she reverted back to her previous cell when the screen cracked on this one). This makes no sense to me based on the following:

When the damage occurred is not surely related to the fact that it’s damaged and insured.

The reason we didn’t do it at the time was because she was in and out of hospital with health issues.

We pay the premiums monthly, I don’t see the correlation with timing around damage.

Georgie: I asked Vodacom about the issue because many consumers are reluctant to run to their insurers for the tiniest screen crack – we tend to wait until something goes badly wrong before claiming, which should be encouraged.

But Vodacom disagreed, citing the terms of the contract. They told Bhagaloo:

We have liaised with the insurance department and they confirm that the device was not in use for longer than 30 days. Kindly note the terms for insurance:

a) If the laptop and/or device is lost, stolen or damaged you must report the claim to Cellsure (Pty) Ltd as soon as possible after discovery of the loss, and within 30 days of the claim occurring.

b) Stolen or lost laptops and/or devices must be reported to the SAPS and a case number must be obtained and given to Cellsure (Pty) Ltd together with the claim form.

c) A claim form must be completed and sent to Cellsure (Pty) Ltd within 30 days of the claim occurring.

d) You must give all reasonable assistance in the recovery of the lost or stolen laptop and/or device and identification thereof.

e) If the insurer has paid your claim in respect of a lost or stolen laptop and/ or device, and your laptop and/or device is recovered, the recovered laptop and/or device become the property of the insurer. If you are given a replacement laptop and/ or device in respect of a laptop and/or device which is beyond economical repair, the damaged laptop and/or device becomes the property of the insurer.

f ) Vodacom or Cellsure must be in possession of the damaged laptop and/or device to determine whether or not the laptop and/or device is beyond economical repair.

g) In the event of your claim being the subject of a dispute or is rejected by us you may make representation to us. If you are unsatisfied with the outcome of your claim, you are entitled to approach the ShortTerm Insurance Ombudsman.

h) Should you fail to collect a laptop and/or device which has been repaired or replaced within 60 (sixty) days from date of loss or damage, you will forfeit the claim and the laptop and/or device will be sold or returned to stock to defray expenses.

i) If you are in arrears with your account all outstanding premiums must be paid in order for us to assess a claim

j) In the event of the laptop and/or device being lost or stolen the laptop and/or device must be blacklisted.

In a case where the account holder was incapacitated to a point they could not lodge the claim, proof of this, by means of an authorised letter from the hospital will be required.

The claim will need to be resubmitted attaching the said proof, and it will be re-assessed by the insurance department.