Skip to content
Report a wrong number

Insurance & Medical Aid · Support

Telkom Insurance Claims Contact Details

Verified 6 September 2026Official source onlyIndependent directoryReport a wrong number

All Insurance & Medical Aid contactsComplaints & escalation

Telkom device insurance claims are not handled by Telkom. They run through an outside administrator, and the mailboxes for them sit on the wwas.co.za domain rather than on telkom.co.za. That looks wrong the first time you see it and it is not; it is how the cover is administered. These addresses come from Telkom own device insurance FAQ document.

Claims and support

All four are departmental mailboxes rather than individuals. Use the escalations address only after the complaints address has had a chance, otherwise you restart the queue rather than jumping it.

Report a lost or stolen device immediately

Two things have to happen and people usually do only one. Report the loss to the insurer to open the claim, and separately blacklist the handset and block the SIM through Telkom so the device cannot be used and the airtime cannot be run up against your account. A claim can be prejudiced by a delay in reporting, and a device that was not blacklisted is harder to claim on. For theft you will also need a police case number, so report it to the police the same day.

What a claim needs

  • The policy or account number and the device IMEI, which is on the box and on the original invoice
  • A police case number for theft or loss, and a description of how it happened
  • For accidental damage, the device itself, since the administrator will usually want to assess it
  • Proof that the device was blacklisted and the SIM blocked

Keep the box or a photograph of the IMEI somewhere other than on the phone itself. Once the handset is gone, so is the easiest record of its IMEI.

Excess and replacement

Device insurance carries an excess payable on each claim, and replacement is normally with an equivalent device rather than the identical model, which may no longer be made. Ask what the excess is before you claim, because on an older handset the excess plus the remaining premiums can approach the cost of replacing it yourself.

If a claim is refused

  • Ask for the refusal in writing naming the clause relied on, then use telkomcomplaints@wwas.co.za, and only then escalations
  • For an unresolved non-life claim, the National Financial Ombud Scheme South Africa takes complaints on 0860 800 900
  • For advice given when the cover was sold to you, the FAIS Ombud is the correct office instead