1 reviews | Active since May 2015
Declined Insurance Claim-Very disappointed
It's all the same with insurance companies-always trying to find ways to refute claims than to honour them. As a result of my experience with 24 Hour Mobility Insurance, I will never take up a single contract with MTN again!<br> <br> 2 years ago I took out a contract through MTN and decided to pay a little extra for insurance. I have never claimed from the insurance until recently, just before the contract was to expire. The handset got damaged in December. When I submitted the claim to Mobility Insurance in February, no one bothered to respond. In March I resubmitted the claim and to my dismay the claim was rejected because the policy required that I submit the claim within 30 days. When I explained that this is not what the claim form stipulated and that the rule only app**** to lost and ****** phones (as per the claim form) , I was told to refer back to my policy document which I signed-A TYPICAL INSURER COP OUT! I am extremely disappointed with the service I have received after paying my premiums religiously. To make matters worse-last week the handset got damaged again-and now completely useless-guess what the response to my claim will be following the previous one? Why even bother.
Thank you for bringing the above complaint to our attention.
As the broker we do not have the authority to declined, authorise or overturn a claim should the claim be declined by the underwriters who are bound by the terms of the policy.
After investigation into your claim and motivation that was supp****, We have found that the claim was submitted outside of the 30 days. Claim submitted in February and the damage took place in December.
Policy wording states:
Within thirty (30) days of the loss you must have supp**** all relevant
information and details of the claims we have asked you for or all benefits under
this policy will be forfeited.
An attempt was made to send you a sms on the 10/07/2014, to your insured number with a link to your policy wording.
You are welcome to contact the short term insurance ombudsman should you feel unfairly treated and wish to further dispute the outcome of the claim:
OMBUDS (***)
E-mail ***
Only the ombudsman has the authority to overturn the decision of the underwriter.
Kind Regards
Pauline Goosen
***
Thank you for bringing the above complaint to our attention.
As the broker we do not have the authority to declined, authorise or overturn a claim should the claim be declined by the underwriters who are bound by the terms of the policy.
After investigation into your claim and motivation that was supp****, We have found that the claim was submitted outside of the 30 days. Claim submitted in February and the damage took place in December.
Policy wording states:
Within thirty (30) days of the loss you must have supp**** all relevant
information and details of the claims we have asked you for or all benefits under
this policy will be forfeited.
An attempt was made to send you a sms on the 10/07/2014, to your insured number with a link to your policy wording.
You are welcome to contact the short term insurance ombudsman should you feel unfairly treated and wish to further dispute the outcome of the claim:
OMBUDS (***)
E-mail ***
Only the ombudsman has the authority to overturn the decision of the underwriter.
Kind Regards
Pauline Goosen
***
Hi Pauline,
I am certainly taking the matter up with the Short Term Insurance OMbud.
regards
Hi Pauline,
I am certainly taking the matter up with the Short Term Insurance OMbud.
regards