Guardrisk Insurance ********/*********/***********/Dodgey

I had a Huawei P20 Pro which I received in August 2018 and insure it with MTN Insurance which was then under Pinnacle Marketing (who are amazing, seamless, keep you updated and you know you're in safe hands) they have subsequently changed insurance administrators to Guardrisk Insurance Company. My phone got ****** on Saturday the 16th November in Northriding at a restaurant. I called and blacklisted the phone on Sunday the 17th November and opened a case on the 18th November as well as sent my insurance claim to Guardrisk Insurance Company I called to ensure they received my claim as I sent it from an MTN South Africa branch. I was advised my claim has been received and I should have feedback in 24 hours or Friday 22 November 2019. I did not hear anything from them so I called and was told to call on Wednesday 27 November if I have not received feedback. I didn't receive any feedback so I called on Wednesday to be told that I should call on Friday 29 November if I have not received any feedback. I called this morning, upset and irritated because I need my phone to run my business and the temporary phone that I am using is not suited for such. I was told "my claim is with the underwriters" which is what I have been told for nearly 2 weeks. I asked for my claim to be escalated and I speak with the manager in charge, I was put on hold for 23+ minutes (Khusto was the consultant' s name), then the call cut, I called again, explained my issue to the next consultant who also put me on hold, call cut (Palesa), I called again, explained to the next consultant who put me on hold, call cut (Consultant name Tshepo), I called again and this time Hloni Matla answered, asked to find out what was going on and as you can imagine that by this time I was beyond frustrated and upset. She managed to get someone to send me feedback within 15 mins. The feedback that I received from Samuel Mchunu from Guardrisk Insurance Company was that my claim was declined due the below reason “SPECIAL NOTE APPLICABLE TO ALL SECTIONS OF THE POLICY:

“It is important to note that the MOBILE DEVICE is only covered whilst being used with the SIMCARD encoded with telephone number listed on your Schedule. The policy allows for up to 2 numbers to be listed on the Schedule. Either one of these listed numbers must be used in the insured device at all tmes.” - I have never had another sim in that phone since I received it in August 2019. My experience with Guardrisk Insurance Company has been an utter nightmare. The principle of certain insurance companies is *****ed. My first dealing with Guardrisk Insurance Company gives me the impression that you are not thorough in your investigation, are ********* and have *****ed ways. I trusted you with my money monthly to avoid the trauma of being ****** from and not getting my goods recovered. Please advise a way forward for a review and for this situation to be remedied. I even provided them with video footage of the incident.