MTN and MTN insurance sucks

MTN insurance - well where do I start. I took out insurance with MTN when i took out a contract - obviously the consultant was quite happy as I am sure there is also some form of commission involved. Had the phone for 2 years and was happy to upgrade when the time came. As per our conversation then - "Would you like to continue the insurance on your phone" - naturally i agreed as within South Africa I think its essential to have insurance. Well signed documents and happily walked away with the new phone, obviously thinking that new phone is insured.

Well months go by and I pay insurance, unfortunately i have a "grab and run" and there goes my phone. First thing on the next day, I go to my nearest MTN store (firstly arriving and being told I cant block or anything as they are offline - no surprise as its not the first time I have experienced with MTN)- eventually I go back and was able blacklist, block etc what ever is needed to be done. Get the relevant numbers from MTN thats needed, open a police case and get the case number etc. I eventually contact MTN insurance and get the relevant documentation to be completed - luckily I have all the numbers that is needed and submit the claim

A week goes by, now this is where the, s*&^%$)t hits the fan. When getting the upgrade and asked if i want to continue the insurance, I was never told to contact the insurance company as i believed the insurance is with MTN and that all is in place, but NOPE not the case - my insurance was still attached to the phone on the first contract, hence NO insurance on the upgraded phone. As what happens most times, upgrade phones, sell old phone etc. So after paying insurance on the upgraded phone for more or less 1.5 years about, i discover I can't claim anything as insurance is attached to the first contracted phone and not the second contracted phone. MTN store blames the insurance and me and the insurance blames the MTN store and me for not communicating and contacting the relevant people. With today's technology and all one would think that different departments communicate with each other and systems are automatically updated and insurance etc should be in place.

Well MTN and MTN insurance sucks and definitely can not wait for my contract to expire and will definitely be moving to another service and hopefully they will be better in communication how things work and if Insurance is taken how that works......well MTN ypou have lost another client soon