1 reviews | Active since Oct 2015
Pathetic service and ********* business practice
<p>I have been having the insurance for 2 years and my premiums were always paid up to date. I contacted 24 hour mobility on the 5th August to submit a claim and the claim was declined because apparently, I did not explain to their satisfaction what's wrong with the phone. I mean I explained on the form what was happening with my phone and apparently it's not clear. I was then contacted by a lady agent known as Jabu who said it's not like the insurance won't pay for the claim but they need to know what's wrong with the phone. She further said that I must take the phone to MTN for assessment so that they could know what's wrong from MTN's report. I took time, money and effort, drove to MTN, who subsequently sent me a document that they labelled as quotation indicating all that needs to be replaced on my phone. I then forwarded the same to Jabu and she still said the claim is declined because the fault on the phone is not clear. I'm not a technician and can't give a diagnosis on the phone, I explained what I experienced with the phone so I'm not sure exactly whether this lady expected to misrepresent the facts or what. She insists that she wants an HVRC report but the people at MTN don't know what that is. I have my husband and son and other family members who are on the 24 hour mobility insurance and if this is the service that's given to clients at their time of need, then perhaps it's time I looked for a better insurance cover and provider. My claims history is good, in fact I this is my first claim on this insurance since I took it up two years ago, my premiums are up to date and yet I'm being given a run around like I'm not a valued customer. I will also spread the word on social media about this kind of pathetic service. </p>
Dear Ms Masecha
Please be advised that I have investigated the claim and can see that on many occasions you have advised the underwriter that there is no physical damage to the handset and that you would like to know why the claim have been repudiated.
The policy wording states:
EXCLUSIONS APPLICABLE TO ALL SECTIONS OF THE POLICY (What you are not covered for)
i) The costs of replacing, reinstating or making good wear and tear, gradual
deterioration, scratching or other superficial damage to outer casings,
aerials or keypads.
xiv) Loss or damage arising from a manufacturers defect.
xv) Loss, damage or defect that is covered under the manufacturer’s warranty.
xvi) Loss, damage or defect arising from any software or application.
xvii) Loss or damage caused by electronically conveyed viruses.
The policy provides cover to you for Loss, Theft, Accidental physical damage as well as Liquid damage. As you advised that the screan just began flickering and that nothing happended physically to the handset to cause the flickering you needed to have the handset assessed by your service provider. Should the service provider provide a report stating that the problem has occured due to liquid damnage then the claim could be processed under the policy, which provides cover for liquid damage.
HVRC stands for High volume Repair Center. Which is MTN's repair center. The underwriter is requesting the HVRC report advising what was wrong with the handset. they have only received a quotation from you. The underwriter needs to know if the damages are physical or liquid. Thre quoation could be for repairs needed due to gradual deterioration which is not covered by the policy.
Please be advised that the policy further states:
WHAT TO DO IN THE EVENT OF A CLAIM
In the event of a claim in terms of the policy, you must do the following:
ii) Within 30 (thirty) days of the loss or damage you must have reported and
supp**** all relevant information and details of the claims we have
requested or your claim may be repudiated.
As your broker we do not have the authority to decline or authorise the claim. we are here to ensure that we assist you whereever we can with regards to the policy as well as any queries regarding the policy wording and cover provided.
We are more than happy to assist with a claim covered under the policy. The claim you have described and submitted is unfortionatly not covered under the policy as there has been no physical damage or liquid damage to the handset.
Should you obtain a report from the service provider who has quoted you, and they advise otherwise, we would be able to review the claim.
I have escalated this complaint to the underwriters office for review.
Kind regards
Megan Hope
Claims Manager - Pinnacle Marketing
**********
Dear Ms Masecha
Please be advised that I have investigated the claim and can see that on many occasions you have advised the underwriter that there is no physical damage to the handset and that you would like to know why the claim have been repudiated.
The policy wording states:
EXCLUSIONS APPLICABLE TO ALL SECTIONS OF THE POLICY (What you are not covered for)
i) The costs of replacing, reinstating or making good wear and tear, gradual
deterioration, scratching or other superficial damage to outer casings,
aerials or keypads.
xiv) Loss or damage arising from a manufacturers defect.
xv) Loss, damage or defect that is covered under the manufacturer’s warranty.
xvi) Loss, damage or defect arising from any software or application.
xvii) Loss or damage caused by electronically conveyed viruses.
The policy provides cover to you for Loss, Theft, Accidental physical damage as well as Liquid damage. As you advised that the screan just began flickering and that nothing happended physically to the handset to cause the flickering you needed to have the handset assessed by your service provider. Should the service provider provide a report stating that the problem has occured due to liquid damnage then the claim could be processed under the policy, which provides cover for liquid damage.
HVRC stands for High volume Repair Center. Which is MTN's repair center. The underwriter is requesting the HVRC report advising what was wrong with the handset. they have only received a quotation from you. The underwriter needs to know if the damages are physical or liquid. Thre quoation could be for repairs needed due to gradual deterioration which is not covered by the policy.
Please be advised that the policy further states:
WHAT TO DO IN THE EVENT OF A CLAIM
In the event of a claim in terms of the policy, you must do the following:
ii) Within 30 (thirty) days of the loss or damage you must have reported and
supp**** all relevant information and details of the claims we have
requested or your claim may be repudiated.
As your broker we do not have the authority to decline or authorise the claim. we are here to ensure that we assist you whereever we can with regards to the policy as well as any queries regarding the policy wording and cover provided.
We are more than happy to assist with a claim covered under the policy. The claim you have described and submitted is unfortionatly not covered under the policy as there has been no physical damage or liquid damage to the handset.
Should you obtain a report from the service provider who has quoted you, and they advise otherwise, we would be able to review the claim.
I have escalated this complaint to the underwriters office for review.
Kind regards
Megan Hope
Claims Manager - Pinnacle Marketing
**********