Admyntec Service (MTN device insurance)

I logged a claim on the 27th of December 2025, on the 29th of December I was told my claim is now "awaiting authorization" and it will take 24-48 hours to get an approval. I called on the 31st of December 2025. I was told I will receive an email, nothing happened. on 2nd of January 2026 - I was told my claim has been escalated to the relevant team and will be approved by the end of business day.

I called on the 5th of January 2026 - I was told my claim is missing a case number - which by the way all needed documentation was provided on the 27th of December 2025 when case was logged from an MTN store. I asked the consultant that was assisting me to escalate to the manager (I spoke to Jabu - who told me I'll get an approval within 24 hours. I received the email on the 6th of January 2026 at 8am and I made within 30 mins and I forwarded the POP and I was told I should wait for 24 hours for finance to allocate my payment.

Jabulani said he will call me at 12:00 to follow up, which he never did. At 13:00 I called, it took them over 2 days to approve the device. I only received a device replacement on the 9th of January 2026.

On the 13th of January 2026 I called to ask about my sim refund and the lady asked me if I sent in the needed documents and made me wait for over 10 mins only to tell me the claim has been captured and currently waiting on the finance team.

it took over 2 weeks to get a device replacement yet on their policy it states 3-5 working days. the customer service from Admyntec Services is below par, if you don’t call every hour absolutely nothing will be done and nobody cares.