Claim Query with MTN Device Insurance.

I recently submitted a claim to MTN Device Insurance for my ****** cell phone (Huawei P30 Pro 256GB VOG-L29; dual SIM version) which I obtained directly from Huawei and using it with a MTN contract number. The claim was approved and I was informed that they had couriered me a replacement device and will send me the courier tracking number. A couple of days later, when I called to follow up, I was told that they had not sent the device because they were unable to source a similar device from their suppliers. I was advised to give a day or two for them to source a similar phone for me.

After the couple of days, when I called to follow up, I was told that they are not able to get the Huawei device and proposed to give me an iPhone 10 which according to them is the equivalent of the Huawei P30 Pro. I declined the proposal because I prefer phones with the Android operating system. They then suggested the Samsung Note 10 plus to me which I accepted but insisted that it has to be a dual SIM model. I had obtained my phone directly from Huawei because I wanted a dual SIM phone which MTN does not offer.

After several days of phoning the insurer and they are not able to source a dual SIM phone from any of their suppliers, I suggested to them to either let me buy the phone (any one of the Huawei P30 Pro or Samsung Note 10 plus which is dual SIM) and get reimbursed for the purchase price or alternatively they pay me the insured value of my phone (R21,000 according to the policy). They have declined both suggestions and told me that because I do not want any of the phones that they have to offer, I will have to wait until they are able to source a dual SIM phone from any of their suppliers. They are not able to give me a time frame for how long this can take. I know definitely that they will not be able to get a dual SIM device from their suppliers because MTN does not supply dual SIM phones to its customers.

At this point, I want MTN Device Insurance to either pay me the sum insured of my device as stipulated by my policy (R21,000) or immediately provide me with an acceptable device that meets the specifications of the device I insured with them. Failure to do so, I will be taking the case up with the Ombuds for short term insurance.