Insurance Claim Ineffiency

<p>It's been 9 days since my phone was blacklisted and I received a sim swop. 8 days since I filed a police report (the consultant at MTN failed to mention I'd need an ITC number when I went to the police department - delay no.1) and filed my forms, ALL relevant & requested info and case no. with MTN. A day later (7 days ago) I got an sms saying my claim could not be processed due to outstanding information. I called the insurance claims line, consultant 1 told me there was an outstanding ITC number. She had it but needed some confirmation from MTN - it would be sorted out the next working day and she'd call me back. That never happened. No correspondence no SMS. I waited 2 days. </p> <p>5 days ago I called the number again. Consultant had the same answer for me - outstanding ITC number. He'd sort it out and call me back. Again - that never happened. </p> <p>Today I waited almost 40 minutes on hold to speak to a consultant. She again, said there was an ITC number outstanding she needed to contact MTN. Now I only realised I was actually on the line with an outsourced company called Monitor SA, not MTN. She resolved the problem within 5 minutes. I got an sms asking to pay my excess and that my claim was approved. Basically if I hadn't followed up I could've been waiting indefinitely because there has been ZERO ocmmunication, feedback or follow up from any of these consultants. </p> <p>The supervisor Brian (who sounds half asleep, and only returned my call after we got cut off after an hour of being put on hold because I managed to get through to the switchboard at Monitor SA and get the receptionist to give him a message in the call centre) is currently trying to get a device delivered to me tomorrow morning as I have lost patience. Apparently he says "it's only been a week". Thanks for the understanding Brian. Well unfortunately I need my device to conduct business, so it's been a VERY long week indeed. </p> <p>I'm seriously in two minds about cancelling my contract with MTN. Customer care has been lacklustre to say the least, as if the loss of a device isnt frustrating enough, the insurance claim process is just awful. </p> <p>Not cool guys. </p>