Cheating at it's best (MTN Insurance provided through an outsourced company Pinnacle Marketing)

<p>I reported my phone ****** on 20th March 2017, I did not receive a confirmation/acknowledgement of receipt of my email. I called their call centre on 22 March to check whether was my claim was received, I was on hold for over 30 minutes before I spoke to consultant. After holding I spoke to a consultant and she asked particulars about how my phone was ****** and I co-operated with her request. She requested additional documents to send, I did just that.</p> <p> </p> <p>On the 28th I called again only to hold for another 30+ minutes, I spoke to another consultant who advised that the documents I had sent were incorrect. I proceeded to explain to her that previous the consultant I spoke to asked me to send these documents and they would be sufficient. To make matters worse no one informed me that the documents were not sufficient. On the same day I made means to get the documents that they wanted and sent it through to Pinnacle Marketing.</p> <p> </p> <p>On the 30th I called to check on my claim I was told that they had not processed my last email (sent 28th Apr 17) and they could not see my email and I should call again tomorrow. Still in all this time I have not received a single phone call from Pinnacle marketing informing of what is happening with my claim; I am the one calling and chasing after them, like I never paid my premiums diligently.</p> <p> </p> <p>Nonetheless on Thursday evening I received a phone call from Pinnacle Marketing informing me that my claim was approved and I had to an excess of R350 to pay before proceeding any further. I proceeded to pay it on the 31th and sent through the proof of payment the very same day.</p> <p> </p> <p>As I was already sick and tired of this company’s incompetence and lack of urgency to get my claim resolved and have my device replaced, I did not call from the 1st to the 5th Apr 17. On Friday, 5th Apr 17, finally I received a phone call notifying me that they had identified three mobile phones that I "qualified" for.</p> <p> </p> <p>The phone were Sony M5, Sony Z5 compact and Sony Z5 (Required an additional R1200). I advised the consultant that I wanted to do my homework on the phones and I will get back them on Monday.</p> <p> </p> <p>I found out of the three phones two were no longer in market and were not being sold.</p> <p> </p> <p>Here we are today. I called the call centre and advised them of what I had found out and asked if I could receive a voucher to the value of the insured cell phone and I would look for a phone with same value or if necessary I would pay any additional amount to the device at my own discretion (that is over and above the voucher amount). The consultant went to find out if this was possible and my request was declined.</p> <p>After a long back and forth the supervisor (Nothando) came to the phone to speak to me and I explained myself again and she still told me that what I wanted her manager would never sign off on it. I explained to her that my cell phone premiums were for the value of the insured phone, therefore I do not get why they can’t grant my simple request.</p> <p>I have several issues with this insurance provide that MTN chose as a service provider.</p> <p>1. They are not responsive at all.</p> <p>2. How do they expect give me cell phone options that aren’t in the market and call it a step to your pervious phone but they can’t even give you the market value of the devices they are forcing you to choose form?</p> <p>3. Why can’t I be given a voucher for the value of the insured phone and I can choose a phone of the insured value and that is still in the market.</p> <p>This cannot be accepted as a norm when I am paying for the service and not given as a curtesy.</p> <p>I am very dissatisfied with the service I have received so far. To make matters worse I called the MTN head office to try and get this matter resolved but I was not helped.</p> <p>I really regret leaving my previous service provider this this inconvenience!</p>