1 reviews | Active since Feb 2016
lost cellphone claim declined
Good day,I Have a cellphone insurance that I took with 24hour mobility,i took the contract almost two years back when I started contract with mtn back in 2014,upon me taking the mtn contract I requested for a insurance should in case I lost my phone or it got damaged, now I recently upgraded to a new handset on the 18-02-2016,unfortunalty on the 25-02-2016 I was ****** and my cellphone was ******, now to my surprise, I contacted mtn to report that the phone is ******, I was told that I don't have a cell phone insurance, I then told the mtn consultant that I have been paying cellphone insurance with 24hour mobility, I was advised to contact 24hour mobility,i did that on the 26-02-2016,i was then emailed a claim form, I then did the claim with all required docs,now this morning I was told that I'm not covered phone the new handset I upgraded to on the 18-02-2016,im only cover for the phone I took like 2years back, doesn't mtn and 24hour mobility communicate when handsets are upgraded ?I mean why would person not want their new handsets covered?How do I go about this issue?is fair for me to pay for something that's nolonger there?i know I have insurance
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:
Upgrade or change in HANDSET or MOBILE DEVICE
It is your responsibility to notify Pinnacle Marketing (Pty) Ltd in writing of the change or upgrade of the MOBILE DEVICE covered by this policy. Failing to do so will result in your claim being repudiated.
I see however, that no claim form has been submitted as yet. Please complete a claim form and submit with a motivation as to the situation with your upgrade, and the underwriters will review the matter for you. Once reviewed an outcome can then be given.
An email has been sent to you with the claim form and steps that must be followed.
Please if you require any further information do not hesitate to contact our office and ask to speak to me.
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:
Upgrade or change in HANDSET or MOBILE DEVICE
It is your responsibility to notify Pinnacle Marketing (Pty) Ltd in writing of the change or upgrade of the MOBILE DEVICE covered by this policy. Failing to do so will result in your claim being repudiated.
I see however, that no claim form has been submitted as yet. Please complete a claim form and submit with a motivation as to the situation with your upgrade, and the underwriters will review the matter for you. Once reviewed an outcome can then be given.
An email has been sent to you with the claim form and steps that must be followed.
Please if you require any further information do not hesitate to contact our office and ask to speak to me.
Kind Regards,
Pauline Goosen
***