1 reviews | Active since Jan 2016
24 Hour Mobility ****************
I sent my claim forms on the 10th Feb 2016 nobody contacted me, I had to make a phone call on 17 Feb I spoken to Eleen who said the wasn't any claim received on her side. Then I told her that I was going to resend the email. What's surprising is that after I dropped the call I received an email confirming that they had received my doc on the 10th. The I received an email from Kaylin who wanted to know how my phone got lost. Just because the phone had another simcard I was decline. Even when I explained that I didn't have a charger so needed to be contactable. I never even used that other sim card on the iPhone while it was on. So in other ways they do not cover the phone they cover the sim card because i took a phone insurance not a sim card insurance. On 23 I receive a email telling me that my policy was cancelled. Why I think I app**** for the insurance im paying so I'm the one who has to cancel. I still have the covered sim card. When I joined the insurance it was at mtn shop in gateway. I was told that if my phone is lost or broken I would be given a phone while my claim is being processed. 24 hour mobility has never even informed us that they no longer in partnership with MTN
Thank you for bringing the above complaint to our attention.
Please be advised that in order to have a valid claim all of the obligations of the policy need to be met. On both your claim form and telephonic conversation you have advised that you were using a different number with the device.
Please see policy wording below:
It is important to note that the MOBILE DEVICE is only covered whilst being used with the SIMCARD encoded with telephone number listed on your Schedule. The policy allows for up to 2 numbers to be listed on the schedule. Either one of these listed numbers must be used in the insured device at all times.
Please be advised that 2 sms's were sent to you with links to your policy and policy wording. One was on the 11/07/2014 and the other on 22/09/2015, both were successful. The underwriter is bound by the terms of the policy and has therefore had no other option but to decline this claim.
We always endeavour to assist our clients where ever possible and know how frustrating it can be to be without your mobile device; I am sorry that your claim is not being processed due to policy requirements not met.
Kind Regards,
Pauline Goosen
***
Thank you for bringing the above complaint to our attention.
Please be advised that in order to have a valid claim all of the obligations of the policy need to be met. On both your claim form and telephonic conversation you have advised that you were using a different number with the device.
Please see policy wording below:
It is important to note that the MOBILE DEVICE is only covered whilst being used with the SIMCARD encoded with telephone number listed on your Schedule. The policy allows for up to 2 numbers to be listed on the schedule. Either one of these listed numbers must be used in the insured device at all times.
Please be advised that 2 sms's were sent to you with links to your policy and policy wording. One was on the 11/07/2014 and the other on 22/09/2015, both were successful. The underwriter is bound by the terms of the policy and has therefore had no other option but to decline this claim.
We always endeavour to assist our clients where ever possible and know how frustrating it can be to be without your mobile device; I am sorry that your claim is not being processed due to policy requirements not met.
Kind Regards,
Pauline Goosen
***
Thank you for taking premiums for nothing. I'm sure your company will prosper and have many more customers
Thank you for taking premiums for nothing. I'm sure your company will prosper and have many more customers