Insurance Coompany Problem

<p> </p> <p>On the 12th of April 2017 opened a case at Mannenberg Police Station as I was a victim to a ******* where my bag with all my personal possession was taken from me as well as my Cellphone device (SONY Z5) which was insured with MTN since December 2015. I received my case number and went to MTN in N1 City Mall where I was advised that they no longer do claims in store and that I should contact the insurance company (Pinnacle Marketing on ********** ).</p> <p> </p> <p>I called the insurance company on the 18th April 2017 where I spoke to Kaylin Leonard who sent me all the necessary documents which I had to fill out and send back and I did. The very next day my husband received an SMS stating that my claim cannot be processed as they require my summary of contract.</p> <p> </p> <p> </p> <p>This morning (20 April 2017) I sent through the summary of contract. I also called Pinnacle Marketing where I had a few questions and Spoke to Lindy Mthethwa from 09:06-09:15 where I asked her if they could give me a different device instead of my old device. Lindy then rep**** she does not know the answer to this question and that I should redial the number and press option 2. I did as instructed and spoke to an Agent: Sifiso Nkhopho between 09:17-09:26 where I asked him the same question and he informed that it would not be possible as I paid for the device. I then requested to speak to a manager. Sifiso than put me on hold to go and speak to a manager (Marsha Prinsloo) not long after that he returned and stated that his manager will not be taking the call as this is not a problem which they deal with. I then dialed the same number ( 083 123 6084) and chose option two this time I spoke to Lindy Mthethwa and her manager Noluthando Msekethe between 09:45-10:07. I was fuming by this time as Lindy had a bad attitude and made nasty sounds whilst speaking to me and didn’t tend so show any empathy whatsoever even after she directed me to a different department which was not the correct information. I was so angry I decided that she would be of no help then requested to speak to her manager (Noluthando Msekethe) who had a bad attitude at the start of the call when I address her in a calm manner. When making verbal nods she did this in a sarcastic manner saying: “hmm.. hmm” not really listening to a word I said. She also interrupted me a few times saying that they cannot issue me with a new phone as this would be like her performing an upgrade. She also made a comparison that made no sense at all… she stated that my “phone” insurance is like a car insurance and that I am NOT Entitled to be given a new phone I will be given the same device and not a different device with the same value of my old phone. I questioned her as she read pages which was suppose to be attached to my insurance contract, infact this was not the case! As I read the entire contract and all my legal documents I had to hand and it was not in the contract. I then asked her how long the insurance is covering for all MTN clients and she stated since December 2016. This made more sense as none of the things said on the “recorded calls” added up to what she described; everything she said should be in my contract was not in my contract. After explaining to her that I had signed a complete different document to what she described and that I am entitled to my request as I was not notified of this change she mouthed and spoke arrogantly over me also ended up calling me stupid. I then requested to speak to her Operations manager as I felt she was undermining me and being seriously disrespectful towards me and could have handled this in a more professional manner. Noluthando then mentioned that her Operations manager (Wendy Venter- Maher) is not available to take the call and will call me back. I have not had a call since then.</p> <p> </p> <p> </p> <p>I then called through to MTN as I have wasted 3 days and 5 hours of my time on the phone since the start of the claim and feel that I am not to blame for some peoples incompetency and surely this is a serious matter. I then spoke to Uthman Mia where he mentioned the same Ultimatum whereby they can give me the money back or provide me with a new phone with the same value of phone and he stated it is valid and point also possible that I can receive a new device</p> <p> </p> <p> </p> <p>In conclusion, I was not aware that MTN has changed insurance companies as ALL customers should have been notified via email or SMS at least. Which did not happen. Also a new legal document should have been issued to all customers with insured devices to sign and agree to the new terms and state their awareness..</p> <p> </p> <p>I am still awaiting feedback from everywhere but it seems like the motto: " everywhere you go" needs to be changed to " nowhere to go" seriously ********!!</p>