Insurance a *******- claim status rejected
<p>My phone stopped working on either the 23rd or the 24th Of February 2017 while I was at work. I went to the MTN store at Clearwater Mall on that day and reported it to a sales consultant who then advised that the phone needed to be booked in and that I would not be getting a loan phone.</p> <p> </p> <p>I then told him I will bring the phone in once I had a temporary phone to use since my number is linked to my accounts and I receive my e-mails on that mobile device. On the 3rd of March 2017 I then went back to the store to book in the phone where I was assisted by a lady by the name of Ayanda.</p> <p> </p> <p>On the 13th of March 2017, I received an sms which read ‘Dear customer, IMEI No. ******XX has been assessed. QuotationR2049.28 incl Vat. Job card no ***XX. Reply yes to accept or no to reject. “if your unit is insured please confirm with your insurance first before you give us a go ahead the process has changed and you will be liable for the payment”.</p> <p> </p> <p>I then called MTN insurance on the very same day (13th March 2017) and requested a claim form which I received from Noviwe .</p> <p> </p> <p>I then received a call from the MTN insurance either on the evening of the 13th or 14th of March 2017, where I was told that I needed to request a technical report from the repair centre. I requested the report and sent it on the 16th of March 2017.</p> <p> </p> <p>After sending emails to the insurance department of which i was not getting a response, i decided to call. the consultant assisting me told me the claim was rejected based on the fact i was not using the mobile phone. which does not make sense! how on earth would i use a phone that does not work?</p> <p> </p> <p>I pay for insurance and the minute i submit a claim the insurer looks for any reason not to pay out. i was not provided with a detailed explanation/ report. I have heard bad reviews from friends with regards to MTN insurance always declining claims for no apparent reason. As soon as this contract ends i want to leave this network! i have only received bad service from it.</p>
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
REQ:***
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
REQ:***
Hi Mike
I received a call from one of your consultants which didnt offer much help. I am given inconsistent reasons as to why my claim is being declined! Why is it so difficult to fix my phone? Why am I paying for a phone that does not work?
The consultant tells me I submitted my claim late yet I specifically stated that I booked my phone in for repairs with the MTN store and was later told i could claim for insurance after receiving the quote.
It seems as that the insurer is scrambling for reasons not to payout and throws nonsense at me. I am slowing starting to lose my cool over this!!!!
Your urgent assistance to resolve this will be appreciated.
Kind Regards
Zanele
Hi Mike
I received a call from one of your consultants which didnt offer much help. I am given inconsistent reasons as to why my claim is being declined! Why is it so difficult to fix my phone? Why am I paying for a phone that does not work?
The consultant tells me I submitted my claim late yet I specifically stated that I booked my phone in for repairs with the MTN store and was later told i could claim for insurance after receiving the quote.
It seems as that the insurer is scrambling for reasons not to payout and throws nonsense at me. I am slowing starting to lose my cool over this!!!!
Your urgent assistance to resolve this will be appreciated.
Kind Regards
Zanele