Damaged (not charging) Handset Claim

Good day HelloPeter

I am just appalled by the service provided by MTN insurance when I submitted a claim as requested by their consultant at MTN main offices in Bloemfontein on 12th October 2020 regarding my handset that does not want to charge.

The odd part is that you only communicate with the claims department via emails and they only respond to one's email regarding clarity on their processes. See their first statement regarding their processes..."Good Day Trust all is well. Thank you for email, Please note that your claim is with the underwriters for further review. Feedback will be sent via email. Kind" which was sent to me on 15th October 2020.

On 20th October 2020; i reverted back to MTN insurance seeking clarity and this was my exact email sent..."I am making a follow up on my claim and it's been over a week now I logged a claim and I am using an old headset which is not pleasant to have hence I bought the handset that is in your possession. Your prompt response would be appreciated. Regards" MTN response was ..."Trust all is well. Thank you for the below email received. Kindly be advised that the claim is being assessed for further review. Once we receive feedback, we will send it to you. Kind Regards Mbali" bearing in mind that every communication they sent by MTN was from a different consultant.

To cut the story short; i asked the consultant how many days they take to assess the claim? (meaning the form filled to indicate the issue with your handset not the actual handset) The response was "it takes 14-21days..." On monday 2rd November 2020; 21 days had lapsed and no communication from MTN.

Tuesday 3rd November 2020; i went back to MTN main offices in Bloemfontein to seek assistance. The consultant called the Claims department and again to my disappointment; they are yet to decide when are they coming to pick up the handset for repairs and the consultant asked..."how long will it take for repais of the handset? the response was 14-21 days! meaning a client end-user can be without a handset for 35-42 days

That time i was asked to come back Thursday 5th to get feed back. Once more, MTN had no clue on what is to happen next because my claim is with the underwriters...24 days later since submission of my claim.

I spoke to branch manager that I will allow him to push from his side my claim and if by Monday 8th November 2020 they do not take my handset for repairs, i will cancel my contract with them with immediate effect because i cannot be paying R1430 per month for a handset that is not working but i am paying MTN for insurance to cover for such matters.

Rergads,