1 reviews | Active since Dec 2015
Expected to pay service charge to MTN
I booked my device in for repairs at an authorised MTN re[pair centre for a audio and power problem. The repair centre BER the device for liquid damage. I as requested by 24hr mobility to pay the R150 excess. They thereafter mentioned that they need to collect the device for THEIR repair centre to assess the device, however they entioned that I need to pay the R330 to MTN. What am I insured for. All cost for a claim should be bore by the insurer. They require the device for assessment. I took it to an authorised repair centre. Nowhere in their terms and conditions does it state that for a repair it must be collected by them. Only in the case of a damage claim. How was I to know that the device was liquid damage unless the repair centre told me. How can they ask me to pay the excess if it still needs to be assessed by their repair centre. This is the second time I have had a bad run in with this insurer. On my previous claim, they gave me the run around as well. My opinion NEVER insure with 24hr mobility.
Thank you for bringing the above matter to our attention.
After investigation I can note that all insurance policies and companies have terms and conditions as well as a process. A client needs to follow the process of the insurance policy.
The claim was received and the excess for possible repairs requested and received. The collection for assessment is pending and if the handset is found BER an addition excess will be requested to make up for a total loss excess.
Should the handset be deemed repairable it will be repaired to its original state and delivered back to you directly.
The policy covers for loss, theft and accidental damage or liquid damage. Should the handset have been dropped in water or accidentally dropped a client would know the cause of damage and submit a claim.
Assessments done by the service provider are not covered by the policy. The insurer cannot be held liable for a services providers charges to their client. we are liable to return the handset to its original state as per before damage occurred or place the client in the same position to before the claim occurred in the event of replacement.
Kind regards
Megan Hope
***
Thank you for bringing the above matter to our attention.
After investigation I can note that all insurance policies and companies have terms and conditions as well as a process. A client needs to follow the process of the insurance policy.
The claim was received and the excess for possible repairs requested and received. The collection for assessment is pending and if the handset is found BER an addition excess will be requested to make up for a total loss excess.
Should the handset be deemed repairable it will be repaired to its original state and delivered back to you directly.
The policy covers for loss, theft and accidental damage or liquid damage. Should the handset have been dropped in water or accidentally dropped a client would know the cause of damage and submit a claim.
Assessments done by the service provider are not covered by the policy. The insurer cannot be held liable for a services providers charges to their client. we are liable to return the handset to its original state as per before damage occurred or place the client in the same position to before the claim occurred in the event of replacement.
Kind regards
Megan Hope
***