*********** service

I can’t believe that I always have to go through issues and incompetence every time I have to log a claim from my insurance with MTN. I have been with MTN for more than a decade with this being my second claim, but damn I cannot believe the service, delay and the inconvenience. The first mistake done was that I sent an inbox through twitter to get advise on how to log a claim since it was the lockdown period and I was referenced to the branch. I had to wait for the lockdown to lifted and only then I could visit the branch. I went to the Greenstone branch and was told i need to fill in a form and send it to the claims department. When I got back to the office I realized that the form provided was incomplete, I then contacted the insurance department to get the correct form as their details are on the incomplete form I had. Once I was done filling in the form I sent it for processing, thats when I found out that my insured device details are incorrect and were never updated. MTN insurance department then told me i need to get my contract & my OMS pick doc’s from MTN client service, I couldn’t understand why they couldn’t get them themselves as they are one company. I didn’t mind to get the documents as I need them for my claim and it took me a day to figure their call centre option as the one relevant to my issue was hidden in one of the irrelevant options. I was then told I need to wait 2 business days before I can receive the documents. I was given this reference number 1-*** and I was expecting the documents today or latest 12th May 2020, only to get an sms telling me that my request has been resolved and to contact the call centre for more information when I still don’t have my requested documents. Bear in mind I am an essential worker and have been struggling with my phone as i need my insurance to fix it. It is truly terrible as I have tried to get assistance via twitter and they are useless. Please! Please! HELP!