1 reviews | Active since Mar 2016
Claim declined
Hi<br> I joined 24 Hour mobility on June 2015 after contracted with MTN & I've been paying the premiums every month, it happened on the 10th of August 2015 after I gave someone a lift thinking he was someone I knew but after I stopped I realised he was not that person I thought he was. after 5km he asked to get off as he was arrived to his destination, Few minutes later after I drove I realised that my devices were not there, probably he got off with them & i made a u-turn looking for him but I couldn't find him. The following day I went to MTN store then police station to report the incident, but the claim was declined.<br> The insurer claims that the handsets were unsafely guarded against lost or theft inside my car & the false statement was made to support the claim & the device was in clear view & easily accessible for the removal by unknown.<br> I maintained that my statement is true & the devices were safely inside my car within a clear view & easily accessibly on the passenger seat hence I can't operate the vehicle whilst the cellphones were inside the pockets, as per road legislation. See road regulations 308A, & I'm still paying for the devices that I
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.
Policy wording states:
At all times you must take reasonable steps to safeguard the MOBILE DEVICE from loss, damage or theft.
After investigation into your claim it was stated by yourself that the devices were left on the back seat and not within sight for you. This call recording was reviewed by the manager. The underwriter is bound by the terms of the policy and has therefore had no other option but to decline this claim.
The Insurance policy has been cancelled since the 01 September 2015 and no further debits have been submitted. With regards to payments with MTN, please note that they are a separate company from your insurance and would not be cancelled by your insurance.
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.
Policy wording states:
At all times you must take reasonable steps to safeguard the MOBILE DEVICE from loss, damage or theft.
After investigation into your claim it was stated by yourself that the devices were left on the back seat and not within sight for you. This call recording was reviewed by the manager. The underwriter is bound by the terms of the policy and has therefore had no other option but to decline this claim.
The Insurance policy has been cancelled since the 01 September 2015 and no further debits have been submitted. With regards to payments with MTN, please note that they are a separate company from your insurance and would not be cancelled by your insurance.
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
***