MTN Insurance!!

I am writing to express my disappointment and file a formal complaint regarding the handling of my insurance claim with MTN Insurance. My policy covers my Apple iPhone 13, and I have been a consistent premium payer since October 2022.

On Monday, March 17, 2025, I submitted my first claim since the start of my policy due to damage to my device. Since then, I have experienced a series of unacceptable delays and communication issues:

Lack of Initial Response: I received no communication regarding my claim until I proactively called to follow up a day later. Delayed Processing: My claim seems to stall at each stage, and it only progresses after I call for an update. This indicates a lack of proactive management on your end. Ignored Communication: After being asked for the storage capacity of my device, I promptly rep**** to the email, but this information was seemingly not reviewed until I called to inquire. Payment Processing Delays: Even after paying the excess fee, the processing was significantly delayed. Inaccurate Claim Status: The MTN app indicated that my device was in repairs while it was still in my possession and had not yet been collected. Unclear Requirements: I was only informed about the requirement to disable "Find My iPhone" upon calling to schedule the device collection. This information should have been communicated earlier in the process. Unreturned Calls: After making arrangements to disable "Find My iPhone" and calling to provide feedback, I was told that I would receive a callback due to high call volumes. I have been waiting for hours without a response. The ongoing delays have left me without a functional phone for several days. While MTN Insurance expects prompt payment of monthly premiums, I am not receiving a comparable level of service in return.