Extremely Disappointing Service from MTN Insurance

My name is Izwelithini Phakula. I am highly dissatisfied with the service I have received from MTN Insurance.

On 30 January 2026, I formally reported in writing that my phone was experiencing serious problems — it was no longer charging properly using a cable and the battery was draining at an abnormal rate. MTN advised me to take the device to iStore for an assessment.

I comp**** and paid R250 for an Assessment Report, which was completed within two days. The report confirmed that the device had component failure. As instructed, I submitted this report to MTN Insurance on 6 February 2026.

Since then, nothing meaningful has happened.

Every time I follow up, I receive the same generic, computer-generated response:

“Kindly note your claim has been sent to the underwriter for further review.”

Today marks 16 days since I submitted the required assessment report, yet there is still no clear feedback, no timeline, and no resolution. Instead, I am either told that the system is down or that the claim is “under review.”

This raises serious concerns:

How long must a customer wait for a simple review?

What exactly is being reviewed when a professional assessment report is already available?

Why is there no proper communication or accountability?

I comp**** fully with all instructions, paid for the required assessment, and submitted everything on time. In return, I have received delays, excuses, and automated responses.

MTN Insurance’s service is extremely poor, unprofessional, and frustrating. At this point, it feels like customers are being deliberately delayed instead of assisted.

This experience has been disappointing and stressful. I would not recommend MTN Insurance to anyone based on how this claim has been handled. (***)