Claim Process

We aim to make the claim process simple and swift, connecting you back to your world.

Accidental/Liquid Damage claims

Should accidental or liquid damage arise please ensure that the below process is followed within 30 days of the incident occurring.

  • Complete a claim form.
  • Send completed claim form together with a copy of your ID to claims@24hourmobility.co.za or 0865292477.
  • Once the claim has been approved, an excess deposit will be requested.
  • Upon receipt of confirmation of excess payment a courier will collect the damaged device.
  • The repair process takes 7 working days from collection to delivery of repaired device.
  • Should there be no parts available there is a maximum 14 day waiting period for parts.
  • Should the device be deemed beyond economical repair a new device will be couriered to you upon balance of payment for total loss.
  • Should the claim be declined, a declination letter will be sent explaining the reasons.

 

Theft/Loss

Should a loss or theft occur please ensure that the below process is followed within 30 days of the incident occurring.

  1. Blacklist the device with your service provider.
  2. Report the matter to the SAPS and obtain case details (theft) or affidavit (loss) within 48 hours of incident occurring.
  3. Complete claim form.
  4. Proof of forcible entry is required for any theft from buildings, unattended vehicles or storage areas (invoices of repairs or colour photos of damage).
  5. Send completed claim form, police details and copy of ID document as well as any supporting documentation if required to claims@24hourmobility.co.za or 0865292477.
  6. Once the claim has been approved, an excess deposit will be requested.
  7. Upon receipt of confirmation of excess payment a new device will be couriered to you.

Should the claim be declined, a declination letter will be sent explaining the reasons.

Claim Forms

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Client Claim Form

Cancellation Process

This policy can be cancelled at any time by either party giving 30 days notice.

Cancellation by customer:

Should you wish to cancel your mobile device insurance policy please complete the (CANCELLATION FORM) and email to info@24hourmobility.co.za or fax to 086 669 7770.

Cancellation by Insurer:

Should the insurer cancel the mobile device insurance policy due to adverse claims experience they will need to provide you with 30 days notice so you can seek alternative insurance.

Cancellation Form

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Cancellation Form

Premium Collection Process

  • Premium collection will be by monthly debit order, collected by the nominated underwriting managers.
  • We are unable to debit credit cards as only a current, savings or transmission account may be given for the debit order.
  • You are free to select your preferred debit date.
  • Premiums are collected in advance and failure to pay a premium will result in suspension of cover without notice, although a recovery process will still attempt to recover outstanding premiums and reinstate cover.
  • Pro-rata premium will also be collected in the first debit and this will be calculated according to the number of days on cover. This is a separate debit and has nothing to do with your cellular provider’s contract.
  • It is your responsibility to ensure that your premium payments are up to date. Under no circumstance is it the retailer’s or the Insurer’s responsibility.
  • Please check that premiums are being debited from your account.

Change of Details

Changes that may need to be made to the policy:

  • Banking details
  • Change of debit date
  • Change of user
  • Upgrade of handset – change of IMEI number
  • Change of cellphone numbers
  • Change of postal address

This form needs to be completed and either emailed or faxed to info@24hourmobility.co.za; 086 669 7770. Your details will then be amended accordingly. (It is your responsibility to ensure that all policy details are kept up to date at all times to ensure accurate cover.) You are also welcome to contact our contact centre. All changes can be made telephonically for your convenience.

Change Of Details Forms

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Change Of Details: Cellular

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Change Of Details: Laptop

Product Tips

  • It is your responsibility to ensure that the mobile device is insured at the correct value. Pinnacle Marketing can be contacted to verify the value of the mobile device so that the premium can be amended accordingly. This will ensure that your mobile device is adequately covered at the time of a claim.
  • SIM-swapping is excluded from the policy. You as the customer are welcome to change your cellphone number as often as you need to, but each time you change your number you are required to inform 24 Hour Mobility so that we can ensure that the mobile device is insured with the correct information. TWO cellphone numbers can be insured at one time. This can be done telephonically for your convenience or in writing.
  • Please ensure that due care and precaution is taken whilst in public places, including: Mall, office, social occasion (which includes guests within your home). Failure to ensure that your device is safeguarded during these occasions could result in a claim being declined. It is imperative to not leave your devices exposed or vulnerable for easy removal or damage in a public area as specified above.
  • Please ensure that you read and understand the wording of your policy. Should you require clarity or a contact centre agent to talk you through the policy wording, please email info@24hourmobility.co.za and an agent will contact you.
  • Please ensure that all changes to banking details, user of mobile device, and your mobile device’s IMEI number are communicated to 24 Hour Mobility to ensure that you are fully covered in line with the terms and conditions of the policy.

Policy Documents

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Complaints Resolution Policy

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Treating Customers Fairly Document

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