MTN Insurance fail

Hi there,

I would like to lodge a complaint regarding my insurance claim for damages on my Samsung Galaxy S8 Plus (insured number ********** ). I put a claim last year in November but I had not paid the excess amount of R150 because I was doing a lot of work travelling outside Gauteng and therefore I wouldn't have been able to hand in my phone for repairs.

I paid the claim and sent the proof of payment on the 25th of Feb 2019, not realising that I was sent an SMS that the claim will be lapsing on the 12th of Feb. I spoke to a consultant today and she told me that I was not following up on the claim and declining their calls even though she expressed that I was being called on the number I provided and not on my primary insured number, I explained to the consultant that I had planned on using that number for contact when the phone has been fetched for repair hence I could not get calls on that phone. I then asked what the recourse is and then I was told that I should take my phone to a repair centre and pay for the damage myself and keep a receipt for a claim.

I do not understand why I must pay for repair expenses out of my pocket when I pay insurance premiums monthly. I have requested a refund of the excess that I have paid and the consultant said that I cannot make the claim again and provided no other possible recourse other than a letter which she rudely neglected to explain how it could be of assistance to my claim and rather opted to tell me that I should provide my account details and will be refunded. I asked if I can make another claim since that one had lapsed and she said it will be rejected because it is a claim for the same damage and she told me that there are "terms", that is why I cannot claim again.

I have been with MTN insurance for the past 2 years and this kind of customer treatment is unacceptable, I understand that the claim had lapsed and the reminders were via SMS even though I opted for Email and Call as the preferred form of communication in the claim form. All I was asking for was a workable recourse to ensure that my device is fixed.

Regards, Mpumezo