MTN Device Insurance – Paying monthly premiums but forced to pay for assessments and do insurer’s work

I am extremely disappointed with the service I have received regarding my MTN device insurance claim.

I have a Samsung S23 FE on contract with MTN and I pay monthly premiums for All Risk insurance specifically to avoid out-of-pocket costs when the device develops faults. I logged a claim via the MTN app due to poor battery life and a faulty charging port.

Instead of arranging an assessment as part of the claim process, I was instructed by the insurer to take the device to an authorised repair centre at my own cost, obtain an assessment report, and submit it within 5 days failing which my claim may be rejected.

This is completely unreasonable:

I already pay monthly insurance premiums

I am now being forced to pay additional assessment fees

The insurer is shifting their operational responsibility onto the customer

A 5-day deadline is unrealistic and unfair

An All Risk policy should cover the assessment and logistics of determining a fault, not penalise the customer before a claim is even considered. This process feels deliberately designed to discourage claims rather than support customers.

I expect MTN and their insurance partner to:

Arrange and fund the assessment themselves

Stop pushing administrative and financial burdens onto paying customers

Honour the intent of an All Risk insurance policy

At this point, the service received does not match the premiums being paid.