INSURANCE ****

<p>I am a contract client for MTN and has insured my device for any theft, loss or damage. On 3 December 2016 my iPhone 5s was ****** and have been battling to get the matter resolved with my service provider until now.</p> <p>On 4 December I went to report the loss at the outlet at the Grove Mall and was told that the system was down I should come back the next day;</p> <p>5 December when I went back to the outlet, I was told I should report the matter to the police before coming to the service provider. I disputed this but was told that was their procedure. The police sent me back to the service provider as they were not in a position to open the case without the ITC number which was supposed to be issued by MTN. I called their Customer Service centre but was told that the system was down and should try calling the next day;</p> <p>6 December I called the Customer Service again and spoke to ANDILE who told there was a problem with their system and blacklisting could not be effected. She undertook to deactiviate the sim card in the meantime and asked that I call again the next day. My call reference number for the day was ********** 10;</p> <p>7 December I called again as requested and spoke to MAPULE who confirmed that the sim card had been deactivated but the blacklisting was not possible as too many attempts were made that jammed the process. she promised to whitelist the device which would allow them to blacklist after 24 hours. Call reference number ********** 94;</p> <p>8 December I called again and spoke to NDUMISO who told me that the whitelisting was not effected and he would only do it on the day. I requested to speak to someone senior and was told that they were all busy with other clients but one will get back to me on my alternative number to advise progress. Call reference number ********** 07;</p> <p>9 December I spoke to BUSI who told me that the whitelisting was still work in progress and can take anything between 48 - 72 hours depending on the type of device. She asked me to call after 18h00 to check the status. She told me to use the same reference number as at 8 December;</p> <p>10 December I revisted the outlet at the GROVE and was told that they were experiencing system problems and that the people who handling blacklistings don't work weekends;</p> <p>12 December I spoke to AQUILA who confirmed that the whitelisting was done and she then blacklisted the device. ITC reference number was given. I went to the MENLYN MALL outlet to lodge my insurance claim but was told I had to bring proof of residence which I did not have at the time and it was already around 19H00;</p> <p>13 December I went to the CENTURION MALL outlet to complete the insurance claim forms and submit all the documents required, i.e. SAPS affidavit with case number and proof of address. The forms were emailed by the consultant at the outlet (GLADYS MATHOLE) to their insurance division. She told me to wait an sms or call from the service provider.</p> <p> </p> <p>I waited for 7 whole working days before going back to the CENTURION MALL outlet on 23 December to find out what was happening as there was not call received, and the Customer Service centre required a claim reference number which was never given to me. I was assisted by KOPANO and the insurance division told him that the claim was pending as they required proof of purchase to be submitted;</p> <p> </p> <p>The documents were duly submitted at the GROVE outlet but to date I have not received my replacement device.</p> <p> </p> <p>TODAY I went to the CENTURION MALL outlet again and they called their insurance division. I spoke to NASH SINGH to told me that his company MONITOR ADMINISTRATORS were handling the matter but cannot process my claim as MTN is still to confirm my usage details before that transaction can be fina****.</p> <p> </p> <p> </p> <p>I was subjected to making daily calls to their customer services centre to blacklist my device and start the insurance claim process for more than a week. Ultimately</p>