1 reviews | Active since Aug 2015
Repair DIspute
Good day,<br> <br> On the 24/04/2015 i booked in my phone for a repair at an MTN Store in Johannesburg Loveday. The device was then sent to the repair centre for a qoutation. The screen of the device was cracked. The repair centre did not communicate with me after i booked in my devcice up untill i went back to the store only to find that MTN has gone on strike. The repair Centre was offline, because i needed a qoutation from the centre so that i can send it througfh to the insurance company. When MTN came back from the strike i received the qoutation and immediately forwarded it to my insurance company 24hr Mobility. The insurance company accepted the qoutation then later contatcted me to tell me that they will not make poayment because my sim card was not in the device for more than a month. Please note that MTN has a strict policy which stipulates that all external accessories found on the device during assessment will be demaged. This means that every sim card, memeory card and cover will be thrown away. Now the insurance company claims that the sim needed to be in the device during assessment.
Thank you for bringing the above matter to our attention,
Please be advised that the handset is only covered while in use with the insured number as stipulated on the original policy schedule:
Policy wording states:
It is important to note that your MOBILE DEVICE is only covered whilst being used with the SIMCARD encoded with the TELEPHONE number listed on your Schedule. You can change your cell phone number at any time but your MOBILE DEVICE will only be covered if your broker, Pinnacle Marketing (Pty) Ltd has been notified of the change.
As per telephonic conversation which occurred on the 28/07/2015 you advised the consultant that you had in fact been using a different SIM card in the handset.
This is the reason for the declination of the claim. The underwriter can only approve a claim in the event that all of the policy obligations have been met.
As the broker we do not have the authority to over turn the decision of the underwriter who is bound by the terms of the policy.
Should you feel unfairly treated and wish to take this matter further you would be required to contact the short term insurance ombudsman for assistance.
Kind regards
Megan Hope
***
Thank you for bringing the above matter to our attention,
Please be advised that the handset is only covered while in use with the insured number as stipulated on the original policy schedule:
Policy wording states:
It is important to note that your MOBILE DEVICE is only covered whilst being used with the SIMCARD encoded with the TELEPHONE number listed on your Schedule. You can change your cell phone number at any time but your MOBILE DEVICE will only be covered if your broker, Pinnacle Marketing (Pty) Ltd has been notified of the change.
As per telephonic conversation which occurred on the 28/07/2015 you advised the consultant that you had in fact been using a different SIM card in the handset.
This is the reason for the declination of the claim. The underwriter can only approve a claim in the event that all of the policy obligations have been met.
As the broker we do not have the authority to over turn the decision of the underwriter who is bound by the terms of the policy.
Should you feel unfairly treated and wish to take this matter further you would be required to contact the short term insurance ombudsman for assistance.
Kind regards
Megan Hope
***