1 reviews | Active since Jan 2016
Claim Declined
As I was asked to give feedback, I would like to provide how deeply saddened I am and deeply regret taking this insurance when I bought my 2 cellphones from MTN. My claim was declined and when declined, I wasn't even sent an email on why. I then called to ask why it got declined and was then told that It is declined because I submitted it late (about 3weeks later) from the time of the incident. The cellphone fell into water and is covered (as far as I know) and now in this case, I was penalized for submitting the clam late. I tried to explain to the consultant telephonically that it is because of the nature of my work that I cannot attend to personal matters immediately as I travel around the country and therefore can only attend to them at certain times, did that matter to them? Not at all. I immediately canceled my insurance and even then, they did not follow up to see why but were very happy to let me go after a relationship of over a year of installments. I am saddened by this insurance company and would not recommend it to anyone. I am now paying for a dead cell phone which I had insured, Would they have preferred I lie about the dates? this is the price I pay for integrity.
Thank you for bringing the above to our attention.
We received your claim on the 17th of December 2015 and as per your claim form you have stated that the date of the incident occurred on the 26th of September 2015.
The claim was declined by the underwriter for late submission. The claim documents needed to be submitted within 30 days from the date of the incident (26th September 2015) as per the terms of the policy:
WHAT TO DO IN THE EVENT OF A CLAIM
ii) Within 30 (thirty) days of the loss or damage you must have reported and
supp**** all relevant information and details of the claims we have
requested or your claim may be repudiated.
As you claim is for liquid damage and the claim has been submitted late, the claim prejudices the insurer. If the claim was submitted within the 30 days, the damage could have been minimized.
The underwriter is bound by the terms of the policy and therefore have declined your claim.
Should you feel that you have been unfairly treated, please feel free to contact the Short-Term Insurance Ombudsman on *** or ***.
Kind regards,
Ruark Jewell
***
Thank you for bringing the above to our attention.
We received your claim on the 17th of December 2015 and as per your claim form you have stated that the date of the incident occurred on the 26th of September 2015.
The claim was declined by the underwriter for late submission. The claim documents needed to be submitted within 30 days from the date of the incident (26th September 2015) as per the terms of the policy:
WHAT TO DO IN THE EVENT OF A CLAIM
ii) Within 30 (thirty) days of the loss or damage you must have reported and
supp**** all relevant information and details of the claims we have
requested or your claim may be repudiated.
As you claim is for liquid damage and the claim has been submitted late, the claim prejudices the insurer. If the claim was submitted within the 30 days, the damage could have been minimized.
The underwriter is bound by the terms of the policy and therefore have declined your claim.
Should you feel that you have been unfairly treated, please feel free to contact the Short-Term Insurance Ombudsman on *** or ***.
Kind regards,
Ruark Jewell
***