Extremely Bad Service

<p>i am so annoyed with MTN's insurance department! I have submitted a claim for new cellphone in the first week of JUNE already. When submitting the claim my Fiance put my number on the claim form as an alternative contact number, since his phone no longer works and he wouldn't be able to receive any notifications. We were assured that the approval takes up to 7 to 14 working days. After two weeks of not hearing from the insurance department, on the 30th of June 2016 I decided to called the insurance department myself because my Fiance really needed his phone. After holding on the line for almost 20 min to speak to a consultant, just to find out that the claim was approved on the 24th of June already.They were unable to help me because i am not the account holder, and i fully understand that, but their office hours are from 08:00 to 17:00 and my Fiancé is Welder and is unable to wait 20min on the phone (a phone he doesn't have) just to speak to a consultant so that he can give me permission to speak on his behalf since i was informed that he needs to give me permission. Finally, after getting absolutely nowhere i asked the consultant what we would need to take along to MTN just to receive the phone since it has been approved, he told us that we would need the confirmation email and an excess fee of R350. Now what really annoys me is why do we need to run after MTN just to receive that email? surely once a claim has been approved, we should be notified sufficiently and an email needs to be sent to either the account holders email or an sms notification to the alternative contact persons number. This has been such a tedious process, and i am getting absolutely nowhere! we still haven't received that email and can do nothing until we do. MTN expects us to pay on time every month but yet we have to wait for over a month just to reap the benefits of what we are paying for. If this the the type of service MTN is offering their customers, i would not suggest you take out an insurance policy with them, its a waste of time and a waste of money!</p>