MTN Insurance

<p>It has taken almost 2 months to get a replacement phone after submitting my claim. <br /><br />1. At the end of January my wife handed in my phone and insurance claim form at the MTN store at the Atterbury Valuemart in Pretoria.<br />2. The store subsequently sent the phone in for repairs.<br />3. On 14 February I received an SMS informing that MTN insurance has sent the phone in for repairs.<br />4. After not hearing anything from them for a few weeks I called them. They then informed me that they ware waiting for payment. I told them that this is an MTN insurance claim and that they should follow this up with MTN. I still got no reply.<br />5. I went back to the MTN store and they informed me that they forgot to send the forms in and they just refused to do it now and or follow-up on it. They told me that I should do it.<br />6. We then scanned the forms and sent it to address they provided.<br />7. Having not hearing anything further, I phoned Monitor SA and requested that provide me with details as to why this is not being processed. After being in the queue and getting dropped several time I finally spoke to a supervisor named Brian Kwela. He finally told me that the reason the phone was not being fixed is because the phone was not used by the number I specified.<br />8. I disputed this and he told me that I would have to prove the contrary. While he was on the phone I searched my emails and found the application forms I sent into MTN clearly stating the number that the phone was used by.<br />9. He then assured me that he would phone me back as he needed to go to his desk and read the emails. Three days later and he still didn't phone me.<br />10. I received an email from him a day laterinforming me that he was waiting for the phones usage report and would get back to me later the day. He still hasn't contacted me.<br />11. I phone again, spent another +30min in the queue, got dropped again and queue again. I spoke to somene that went to discuss this with a consultant who in turn discussed this with her supervisor Mamotea Mokoatle.<br />12. I then received an email from Mamotea on the 10th March informing me that the claim has been overturned and that they need my ID to process it. I responded shortly afterwards with the copy of my ID. <br />13. A day or two later I still hadn't received any feedback. I phone and queued again for +30min. This time they told me that the processing of the claim would take 2-48hrs before Mamotea can approve it. I asked that tehy let me speak to Mamotea's supervisor, they took my number and said she would phone me back. This never happened.<br />14. I received my replacement phone on the 23rd March almost two months later.</p> <p> </p> <p> </p>