Monitor Administrators
Verified Business
|1.6|38 Reviews (last 12 months)|Responds in 10h 41m
Monitor Administrators
Verified Business
|1.6
38 Reviews (last 12 months)
Responds in 10h 41m
AI Review Summary
Based on recent customer reviews, Monitor Administrators is strongly criticised for how it handles device insurance claims linked to TFG, Mr Price, Exact and Game. Customers describe claims dragging on for weeks or months, repeated requests for affidavits, IMEI numbers and proof of residence, unanswered emails and promised call backs that never come. Many report premiums debited for policies later said to be unregistered, declined claims, excess paid without a device received, and promotional pricing disputes. A few consultants, including Bryan Watkins, Precious Khoza, Asanda Magwaza and Lizelle, earned sincere praise for quick, professional help.
Performance(last 12 months):
Trustindex Rating
3.3Ranked In Insurance
#69Reply Time
10h 41mNPS Score
-73Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 33m
TrustIndex
3.3
Ranking
#69
in Insurance
Reply Time
10h 41m
NPS Score
-73
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 33m
Review Distribution
1.6|38 Reviews
Oct '25 - Sep '26
Recent reviews (38)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
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Thembi R
1 reviews | Active since Oct 2021
5 Sept 2026, 00:28
Lack accountability
No proper communication or initiative unless if documents are insufficient. You would submit a claim form, then they will call you then say ID copy is missing but you must call them back after 10min of sending the document to verify, then ask for an access fee POP & still ask for a call back. My question is, if they can see a miss document, why aren't they following up. I logged my claim & submitted all documents in less than a week, but I must be calling every 10 min. Even I've after I've been paying for more than 5years🙆♀️
Helpful (0)
|Replies (0)TR
Thembi R
1 reviews | Active since Oct 2021
5 Sept 2026, 00:28
Lack accountability
No proper communication or initiative unless if documents are insufficient. You would submit a claim form, then they will call you then say ID copy is missing but you must call them back after 10min of sending the document to verify, then ask for an access fee POP & still ask for a call back. My question is, if they can see a miss document, why aren't they following up. I logged my claim & submitted all documents in less than a week, but I must be calling every 10 min. Even I've after I've been paying for more than 5years🙆♀️
0
Replies (0)AJ
Andy J
1 reviews | Active since May 2022
26 Aug 2026, 15:38
Cellphone insurance claim
I would give this less than 1 if I could. I have been up and down, being passed around between Monitor and TFG. Honestly as a customer, I do not need two big companies pointing fingers at each other regarding an insurance claim. I am on the phone for 45 minutes on average, listening to excuses after excuses, apologies after apologies, however, no resolution. Speaking to agents from both companies is the most ridiculous this one can do with their own time. These people are of no use whatsoever, you just get transferred from one agent to another, maybe in the hopes that you will get frustrated and drop the call. These companies never miss a day when it comes to debiting your account, but when you need to claim, they become the most useless administrators ever. Buying the phone, setting it up, getting it insured all took less than 30 minutes, however claiming from them is 9 days and counting, all because of incompetency most likely brought by cheap labor. They need to get the right people for the jobs, surely if they avoiding to pay a R4999 insurance claim, why would they spend accordingly for a proper Customer service staff, sies.
Helpful (0)
|Replies (1)AJ
Andy J
1 reviews | Active since May 2022
26 Aug 2026, 15:38
Cellphone insurance claim
I would give this less than 1 if I could. I have been up and down, being passed around between Monitor and TFG. Honestly as a customer, I do not need two big companies pointing fingers at each other regarding an insurance claim. I am on the phone for 45 minutes on average, listening to excuses after excuses, apologies after apologies, however, no resolution. Speaking to agents from both companies is the most ridiculous this one can do with their own time. These people are of no use whatsoever, you just get transferred from one agent to another, maybe in the hopes that you will get frustrated and drop the call. These companies never miss a day when it comes to debiting your account, but when you need to claim, they become the most useless administrators ever. Buying the phone, setting it up, getting it insured all took less than 30 minutes, however claiming from them is 9 days and counting, all because of incompetency most likely brought by cheap labor. They need to get the right people for the jobs, surely if they avoiding to pay a R4999 insurance claim, why would they spend accordingly for a proper Customer service staff, sies.
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Replies (1)MS
Mymoona S
1 reviews | Active since Aug 2011
14 Aug 2026, 11:12
Unreasonable Claim Process – Monitor Administrators / MRP Insurance
I received a call today from Camille at Monitor Administrators, requesting “outstanding documents” for my insurance claim. When I asked what documents were missing, she mentioned a second affidavit, a selfie holding my ID card, and proof of residence. This is unacceptable. I have already been to the police station three times because of *********** staff across MRP Insurance and Monitor Administrators (Nkhlunda – 29 June, Bonita – 31 July, Nas – 31 July, Zimasa/Charlene – 7 & 10 August). Why must I provide a second affidavit for one device with two IMEIs, when no one informed me about the SIM card usage issue? Furthermore, I was never told about needing a selfie or proof of residence. At the store, I submitted my ID, account number, case number, ITC number, proof of payment, cellphone box, and all required copies. My address is already on my account, on the affidavit, and linked to my ID. The store would not have accepted my ID if it wasn’t valid. This process is unnecessarily difficult and misleading. Customers are given incomplete information upfront, yet are expected to jump through endless hoops when making a claim. You are quick to sell insurance, but when it comes to honoring claims, you create barriers.
Helpful (0)
|Replies (1)MS
Mymoona S
1 reviews | Active since Aug 2011
14 Aug 2026, 11:12
Unreasonable Claim Process – Monitor Administrators / MRP Insurance
I received a call today from Camille at Monitor Administrators, requesting “outstanding documents” for my insurance claim. When I asked what documents were missing, she mentioned a second affidavit, a selfie holding my ID card, and proof of residence. This is unacceptable. I have already been to the police station three times because of *********** staff across MRP Insurance and Monitor Administrators (Nkhlunda – 29 June, Bonita – 31 July, Nas – 31 July, Zimasa/Charlene – 7 & 10 August). Why must I provide a second affidavit for one device with two IMEIs, when no one informed me about the SIM card usage issue? Furthermore, I was never told about needing a selfie or proof of residence. At the store, I submitted my ID, account number, case number, ITC number, proof of payment, cellphone box, and all required copies. My address is already on my account, on the affidavit, and linked to my ID. The store would not have accepted my ID if it wasn’t valid. This process is unnecessarily difficult and misleading. Customers are given incomplete information upfront, yet are expected to jump through endless hoops when making a claim. You are quick to sell insurance, but when it comes to honoring claims, you create barriers.
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Replies (1)P
Pheko
1 reviews | Active since Aug 2025
4 Aug 2026, 21:40
DISGRACEFUL SERVICE: Falsified identity, refused policy access, and claim blocking at Monitor Administrators (Guardrisk & Centriq)
Unfortunately, the one star rating is by default as I can't proceed with it being forced to. I am posting this to warn the public about the shocking lack of ethics and accountability at Monitor Administrators, who operate on behalf of Guardrisk and Centriq Insurance. I called to resolve a complex claim issue caused by a retail store’s mistake with my phone's IMEI number. The representative I spoke to **** about his identity on an official corporate line claiming his name was "Ntlakanipo/Nhlakanipho" when his real name is (for obvious reasons), lets call him Liphuta .During the call, Liphuta was hostile, arrogant, and extremely dismissive. He explicitly refused to email me a copy of my own insurance policy, told me to "go read what I signed up for," refused to let me speak to a supervisor, and denied me a call reference number or access to the recording. Falsifying your name to a customer on a recorded line is complete misconduct. If Monitor Administrators, Guardrisk, and Centriq allow consultants like Liphuta to operate with this level of deception and hostility, it demonstrates a deeply toxic company culture. I demand an urgent investigation, an immediate release of my call recordings under POPIA, a formal investigation, and senior management intervention to resolve my claim. Until this is fixed, I advise the public to stay far away from this company and read up on the following, ensure you verify it before as this is not legal advice from me but it is the law that these institutions are subjected to adhere to. Financial Advisory and Intermediary Services (FAIS) Act & Treating Customers Fairly (TCF) Access to Policy Documents: Under the FAIS General Code of Conduct, financial service providers and administrators are legally obligated to provide you with full disclosure of your policy details, terms, and conditions. Refusing to provide a copy of your policy is a clear regulatory breach. TCF Framework (Outcome 3 & 6): FSPs must provide clear information and ensure that customers do not face unreasonable post-sale barriers to changing products, submitting claims, or making complaints. Refusing to escalate an issue or offer clear next steps violates these principles. Protection of Personal Information Act (POPIA) Access to Call Recordings & Data: Call recordings contain your personal information. Under Section 23 of POPIA, as a data subject, you have the statutory right to request access to personal information held by a responsible party (including call recordings and call reference numbers). Consumer Protection Act (CPA) 68 of 2008 Section 54 (Right to Fair, Just, and Reasonable Terms & Quality Service): Consumers have a legal right to timely, quality performance of services. If the delay is caused by third-party administrative misrepresentation (the retail store), the administrator must provide a reasonable administrative remedy rather than dismissively obstructing the process. Short-Term Insurance Ombudsman Guidelines (Late Submissions & Third-Party Errors) Administrative Delays Beyond Client Control: The Ombudsman for Short-Term Insurance (OSTI) / National Financial Ombud Scheme (NFO) routinely rules that an insurer or administrator cannot unfairly reject or prejudice a claim for late submission if the delay was caused by circumstances beyond the client's control (such as a retailer's IMEI misrepresentation or delay in generating an ITC reference number).
Helpful (0)
|Replies (1)P
Pheko
1 reviews | Active since Aug 2025
4 Aug 2026, 21:40
DISGRACEFUL SERVICE: Falsified identity, refused policy access, and claim blocking at Monitor Administrators (Guardrisk & Centriq)
Unfortunately, the one star rating is by default as I can't proceed with it being forced to. I am posting this to warn the public about the shocking lack of ethics and accountability at Monitor Administrators, who operate on behalf of Guardrisk and Centriq Insurance. I called to resolve a complex claim issue caused by a retail store’s mistake with my phone's IMEI number. The representative I spoke to **** about his identity on an official corporate line claiming his name was "Ntlakanipo/Nhlakanipho" when his real name is (for obvious reasons), lets call him Liphuta .During the call, Liphuta was hostile, arrogant, and extremely dismissive. He explicitly refused to email me a copy of my own insurance policy, told me to "go read what I signed up for," refused to let me speak to a supervisor, and denied me a call reference number or access to the recording. Falsifying your name to a customer on a recorded line is complete misconduct. If Monitor Administrators, Guardrisk, and Centriq allow consultants like Liphuta to operate with this level of deception and hostility, it demonstrates a deeply toxic company culture. I demand an urgent investigation, an immediate release of my call recordings under POPIA, a formal investigation, and senior management intervention to resolve my claim. Until this is fixed, I advise the public to stay far away from this company and read up on the following, ensure you verify it before as this is not legal advice from me but it is the law that these institutions are subjected to adhere to. Financial Advisory and Intermediary Services (FAIS) Act & Treating Customers Fairly (TCF) Access to Policy Documents: Under the FAIS General Code of Conduct, financial service providers and administrators are legally obligated to provide you with full disclosure of your policy details, terms, and conditions. Refusing to provide a copy of your policy is a clear regulatory breach. TCF Framework (Outcome 3 & 6): FSPs must provide clear information and ensure that customers do not face unreasonable post-sale barriers to changing products, submitting claims, or making complaints. Refusing to escalate an issue or offer clear next steps violates these principles. Protection of Personal Information Act (POPIA) Access to Call Recordings & Data: Call recordings contain your personal information. Under Section 23 of POPIA, as a data subject, you have the statutory right to request access to personal information held by a responsible party (including call recordings and call reference numbers). Consumer Protection Act (CPA) 68 of 2008 Section 54 (Right to Fair, Just, and Reasonable Terms & Quality Service): Consumers have a legal right to timely, quality performance of services. If the delay is caused by third-party administrative misrepresentation (the retail store), the administrator must provide a reasonable administrative remedy rather than dismissively obstructing the process. Short-Term Insurance Ombudsman Guidelines (Late Submissions & Third-Party Errors) Administrative Delays Beyond Client Control: The Ombudsman for Short-Term Insurance (OSTI) / National Financial Ombud Scheme (NFO) routinely rules that an insurer or administrator cannot unfairly reject or prejudice a claim for late submission if the delay was caused by circumstances beyond the client's control (such as a retailer's IMEI misrepresentation or delay in generating an ITC reference number).
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Replies (1)EK
Eben K
1 reviews | Active since Jul 2025
23 Jul 2026, 08:17
Monitor SA Insurance Administrators
Orrible Horrible Service...i will be persuing this matter with the ombudsman. Submitted a claim for my Samsung A06 that was ghost touching and pushing buttons on its own..Monitor SA, made me pay the excess on the full replacement value of the device...when I followed up with the employee by the name of Nash, he informed me that the device had not yet been collected from the Mr Price Cellular store where I had returned it to, I failed to understand how he could make me pay an excess if the device had not even reached their technicians to determine what the damage is..however Nash assured me that this is normal practice and after I pleaded with him and explained to him the symptoms off the faulty device and asked him that they need to spend some time using the phone so they can experience and properly diagnose the fault on the device..because it already became a hassle having to change phones and re-download and install all the apps and bankings apps I use for work..more than 2 weeks go by and upon following up I am informed that the technicians have opened my device inspected it and determined that it has no damage and simply did a software upgrade....I was informed by Nash that I would be refunded my excess in 2-3 business days after submitting my bank confirmation letter via email I urged Nash that I had attempted the software updates on my own on numerous occasions and it did not resolve the issue of ghost touching and insisted that he get the technicians to contact me before they ship my phone back to me, which he agreed to because already just getting the phone to them and submitting the claim and paying the excess and all the follow up calls was very time consuming and financially consuming having to call their landlines from Cape Town using Cellular airtime....that very same afternoon I received a notification from Courier Guy that my package had been collected and was enroute to the airport.. I immediately called and asked to have the matter escalated because I knew that the issues I experienced with the device were most likely not resolved. I spent an entire day going through the motions of downloading and reinstalling all my banking, alarm and camera apps..and low and behold the very same day the phones screen starts hopping from left to right and opening and selecting apps on its own. MONITOR SA YOU WILL BE HEARING FROM ME REAGRDING THIS MATTER..
Helpful (0)
|Replies (1)EK
Eben K
1 reviews | Active since Jul 2025
23 Jul 2026, 08:17
Monitor SA Insurance Administrators
Orrible Horrible Service...i will be persuing this matter with the ombudsman. Submitted a claim for my Samsung A06 that was ghost touching and pushing buttons on its own..Monitor SA, made me pay the excess on the full replacement value of the device...when I followed up with the employee by the name of Nash, he informed me that the device had not yet been collected from the Mr Price Cellular store where I had returned it to, I failed to understand how he could make me pay an excess if the device had not even reached their technicians to determine what the damage is..however Nash assured me that this is normal practice and after I pleaded with him and explained to him the symptoms off the faulty device and asked him that they need to spend some time using the phone so they can experience and properly diagnose the fault on the device..because it already became a hassle having to change phones and re-download and install all the apps and bankings apps I use for work..more than 2 weeks go by and upon following up I am informed that the technicians have opened my device inspected it and determined that it has no damage and simply did a software upgrade....I was informed by Nash that I would be refunded my excess in 2-3 business days after submitting my bank confirmation letter via email I urged Nash that I had attempted the software updates on my own on numerous occasions and it did not resolve the issue of ghost touching and insisted that he get the technicians to contact me before they ship my phone back to me, which he agreed to because already just getting the phone to them and submitting the claim and paying the excess and all the follow up calls was very time consuming and financially consuming having to call their landlines from Cape Town using Cellular airtime....that very same afternoon I received a notification from Courier Guy that my package had been collected and was enroute to the airport.. I immediately called and asked to have the matter escalated because I knew that the issues I experienced with the device were most likely not resolved. I spent an entire day going through the motions of downloading and reinstalling all my banking, alarm and camera apps..and low and behold the very same day the phones screen starts hopping from left to right and opening and selecting apps on its own. MONITOR SA YOU WILL BE HEARING FROM ME REAGRDING THIS MATTER..
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Replies (1)MN
Mankopodi N
1 reviews | Active since Apr 2021
17 Jun 2026, 16:01
Unfair decision
I bought a phone last year Axact Mams Mall for my boy. He went to workshop at sandton. Upon returning he mistakenly left the phone in uber taxi. We had send claims form as requested by Tfg, now the are saying the claim is declined because he left the Phone. Please help
Helpful (0)
|Replies (2)MN
Mankopodi N
1 reviews | Active since Apr 2021
17 Jun 2026, 16:01
Unfair decision
I bought a phone last year Axact Mams Mall for my boy. He went to workshop at sandton. Upon returning he mistakenly left the phone in uber taxi. We had send claims form as requested by Tfg, now the are saying the claim is declined because he left the Phone. Please help
0
Replies (2)PM
Precious M
1 reviews | Active since May 2024
16 Jun 2026, 22:27
TFG mobile insurance
I have an TFG mobile insurance, I have never missed any payment but yet they are giving me the runaround when it comes to my claim, it's been two weeks since I claim and I still don't have any feedback.
Helpful (0)
|Replies (1)PM
Precious M
1 reviews | Active since May 2024
16 Jun 2026, 22:27
TFG mobile insurance
I have an TFG mobile insurance, I have never missed any payment but yet they are giving me the runaround when it comes to my claim, it's been two weeks since I claim and I still don't have any feedback.
0
Replies (1)tN
thato N
1 reviews | Active since Nov 2015
11 Jun 2026, 12:50
extremely bad service
I have logged my claim on the 14 April 2026 and after 6 weeks my claim finally got a proved, on the 29th May i got delivered a new device from MRP insurance only to receive a faulty device, same day the device was collected and Monitor's team leaded promised a new device by the 2nd June and a call back to ensure this time around things goes smoothly, today its the 11th June still no new device and still no update from the supplier about the faulty device they have delivered, everyone is quiet, i decided to give monitor a call and spoke to Thando who advised she will send an email to the supplier and once feedback is received, i will get an update however still non is provided, i asked to speak to the team leader Otto and i was advised he was in a meeting but will give me a call once hes done, which hasn't happened as well.
Helpful (0)
|Replies (6)tN
thato N
1 reviews | Active since Nov 2015
11 Jun 2026, 12:50
extremely bad service
I have logged my claim on the 14 April 2026 and after 6 weeks my claim finally got a proved, on the 29th May i got delivered a new device from MRP insurance only to receive a faulty device, same day the device was collected and Monitor's team leaded promised a new device by the 2nd June and a call back to ensure this time around things goes smoothly, today its the 11th June still no new device and still no update from the supplier about the faulty device they have delivered, everyone is quiet, i decided to give monitor a call and spoke to Thando who advised she will send an email to the supplier and once feedback is received, i will get an update however still non is provided, i asked to speak to the team leader Otto and i was advised he was in a meeting but will give me a call once hes done, which hasn't happened as well.
0
Replies (6)