CLAIM ON HOLD, MTN INSURANCE ADMINISTRATION ISSUES NOW MY PROBLEM!

<p>I made a claim with MTN Insurance for a damaged IPhone 6 in 2015 December and the phone was returned to me in 2016 January. Little did I know that my phone was actually exchanged with possibly a refurbished phone because I did not get a box. A year later in 2017 my phone is damaged again and I lodge claim, it's been 3 months and my claim will not proceed because I need to provide proof that my phone was exchanged. I have provided emails which suggest that it was but Mtn insurance insists I provide a document with both IME numbers (original phone and exchange phone) on one document. I was never furnished with such a document. They have told me as the client I need to furnish such information. I went to the extent of forwarding emails from first claim and responding to emails from first claim but the email response is the same response I get from current claim which suggest to me that it's the same people I dealt with first time. I was also told to go to an MTN store to get such a document. MTN store does not have such a document, they do however have a record that my phone was in for repairs in December 2015 which verifies emails I sent to MTN Insurance. Further to that I have sent MTN Insurance a picture of the screen at the MTN store which has a record of first claim. They are still not responding to my emails. I have never changed insurances. I have been with MTN Insurance ever since. For them not to record information correctly or at all should not be my problem! I am still paying for a phone im not using as it is in my drawer and for insurance that will not assist me.</p>