Claim declined

My phone was ******, and the insurance declined my claim.

When I took out the insurance, the salesperson at MTN branch, gave me 3 options, I took the most expensive one, ALL risk cover, and my question to the salesperson was: “Does this policy cover everything, water damage, theft, any incident?” The answer to my question was “Yes it does”. The salesperson did not mention any exclusions that would be in the policy that will result in the decline of a claim.

I also asked if the policy will be mailed to me and the salesperson rep****, yes. I have not received a copy of the policy to read through up until today.

Gaurdrisk sent me a screenshot that was sent by SMS, I did not receive it. If I did receive it and read it, would I then maybe not changed my story like thousands of people do when they want their claim to be paid out.

Bottom line, I did not get a copy by mail to read as per our conversation at the branch.

On the same day my phone was ******, I blacklisted the phone, got a case number etc. and submitted the claim on the 28th of July 2023.

My claim was declined on the 31st of July 2023, I then phoned the call Centre and the lady said that I must check my mail for the letter that they have sent to me. She said it was declined due to negligence. It was not negligence, I did not lose it or misplace it, it was in my vehicle, in the closed consol between the 2 front seats, it was not even visible. But they will pay you out if it's visible in your handbag and someone *****s it like that...or out of your pants back pocket as advertised on MTN's website..

I only received the letter 16 days later from Gaurdrisk. I submitted my dispute letter on the 17th Aug 2023, then another mail on the 25th Aug, 8days later to follow up.

I received an e-mail with another decline. I then asked for my case where I explained that it was not negligence, to be reviewed and approved by the claim specialist’s Manager on the 29th of August 2023.

I am still waiting for the approval. No one even came back to me since my last mail and it's the 9th of September 2023.

Please can Gaurdrisk approve my claim. I was honest and it was not negligence.