1 reviews | Active since Feb 2015
REPAIRS
I submitted a claim and was called back and advised to go back to my service provider for a phone assessment. Mtn tells me they have a new rule whereby they don't assess phones without a down payment of R300.00 (which I find unfair) and that they will take it for 2-3 weeks and only then can I take it back to 24 hour mobility for repairs. This means I will be without a phone for more than a month (which i'm also not happy with). Lastly, out of anger I requested them to cancel the insurance, but before the end of the cancellation call I again asked the lady that was assisting me to not cancel it anymore but she went ahead and cancelled it. I am happy with this kind of service. I am very unpleased. I hope it will be corrected soon.
Please be advised that your policy with 24hr Mobility only covers you for certain perils - you are covered for accidental liquid and accidental physical damage.
On the claim form received you advise that the handset does not charge; the cause of this can be for various reasons - the most common is due to wear & tear or a software related issue - these are perils that are not covered under the policy which is why you would have been advised to take the handset to MTN for assessment in order to establish why the problem is occurring on the handset. This is information vital to the insurer in order to establish if you have a valid claim or not.
It is unfortunate that MTN is charging customers an assessment fee, however this is a decision that has been made by MTN directly and we have no control over this.
Please be advised that your claim has been submitted to the underwriter for review and feedback will follow in due course.
With reference to the cancellation, please be advised that I have escalated the above complaint to the relevant department for investigation and review of the call recording.
Feedback will be supp**** shortly
Kind Regards
Chanel du Plessis
***
Please be advised that your policy with 24hr Mobility only covers you for certain perils - you are covered for accidental liquid and accidental physical damage.
On the claim form received you advise that the handset does not charge; the cause of this can be for various reasons - the most common is due to wear & tear or a software related issue - these are perils that are not covered under the policy which is why you would have been advised to take the handset to MTN for assessment in order to establish why the problem is occurring on the handset. This is information vital to the insurer in order to establish if you have a valid claim or not.
It is unfortunate that MTN is charging customers an assessment fee, however this is a decision that has been made by MTN directly and we have no control over this.
Please be advised that your claim has been submitted to the underwriter for review and feedback will follow in due course.
With reference to the cancellation, please be advised that I have escalated the above complaint to the relevant department for investigation and review of the call recording.
Feedback will be supp**** shortly
Kind Regards
Chanel du Plessis
***