DON'T EVER INSURE WITH MTN INSURANCE THROUGH ADMYNTEC

DON'T EVER INSURE WITH MTN INSURANCE THROUGH ADMYNTEC - WORST CLAIMS EXPERIENCE EVER!!!

If I could give 0 Stars, I would. I have done many claims in my life, and many of them had been for cellphones. But I have never had such an epically bad experience as trying to claim for a lost phone through MTN Device Insurance, managed by Admyntec. First, it took me two days just to report the issue, because their call centers were closed, and I had to call over and over again, because the AI agent on the call with me, couldn't understand what I wanted, and refused to put me through to a real life person. After that, there was huge confusion, because MTN advised me to get a case number, which the SAPS refused to create, as it was a lost phone, not a ****** one. In the end, I had to register an Incident Report with SAPS, and I gave that Incident Number to MTN Insurance. They then approved the claim, at last, only to let me know that I now needed to pay an excess. That is no problem, except that it is pretty difficult to do an EFT or transfer of any kind, without a phone. Even registering for internet banking requires a phone for the OTP to be sent to. I requested a pay-out of the money, with the excess subtracted, so that I could just go and source my own device, but apparently this was not allowed. In the end, I had to withdraw the whole excess in cash from my own bank, walk with that amount at risk to an FNB branch, and then deposited the money there, which I did. I then had to phone 3 times to try and reach someone to help me confirm the payment of the excess, only to be told that even though I had sent through Proof of Payment, and even through the payment was made directly to the account, I would still have to wait 24 hours for it to reflect in their system, before a new device would be ordered for me. Further to that, once the new device has been ordered, it would still take at least 3-5 business days for it to be delivered to me. I asked if I couldn't just pick it up from them, and I was told no, unfortunately (again), the policy does not allow for that.

My phone was lost and reported on 29 March. At this time, I am still without a phone, and it looks like I may remain so for another week before I have a new device. This is absolutely shocking service - Don't fall into the same trap I did, of using MTN Insurance because it seems easy and convenient at the time of opening your contract. Rather go through your normal insurance - MTN Insurance provides DISMAL service, and you could be without a phone for WEEKS, even if you do everything right. Not worth it.