Luke W

From the day I submitted my claim to replace my ****** cel phone, it took almost 2 weeks for Admyntec to arrange for a replacement device to be ordered, and this was only after numerous phone calls and e- mails to Admyntec and eventually a call to the underwriter.

Each time I called, it seemed that there was a new step in the process that they were embarking on, but it felt as though they were doing so only as a result of my call, before which there was radio silence.

It's not clear whether the delay is caused by the broker (Admyntec) or the underwriter or both, but the problem seems to have been resolved within minutes of my talking to the underwriter this morning.

Resolution in a matter of minutes is what one would expect for such a simple, routine matter.

I am told that from the moment the device is ordered, it can take up to 5 working days for it to be delivered and that a claimant does not have the option to instead collect a replacement device from a MTN store or simply receive an EFT of the monetary value, so claimants are forced to face further delay after approval. I am facing this stage now.

The process is so unreasonably protracted (and may have been much more so had I not pressed them as I did) that I can't help suspecting that it is deliberate on the part of the underwriter or the brokerage, or both.