MTN Insurance Claim Issues

<p>My phone was recently. I went an MTN store, blocked it, went to the local police station and opened a case and then went straight back to the same MTN store again.</p> <p> </p> <p>First I was told I had to pay R150 for a new SIM replacement, even though the clerk confirmed that auto sim insurance/replacement was part of my contract. I was told for that to be free I had to wait for my claim to be approved. So basically they expect people to conduct personal and business affairs with no access to their number until such time as they approve a claim.... this took five days by the way. So luckily I opted to pay out of my own pocket or I'd have been uncontactable for close to a week. Why exactly do you even have SIM insurance available if this is the case?! I had my phone ****** years back with Autopage and that was not how they ran their business.</p> <p> </p> <p>Then I had two separate incidences where representatives from Monitor Administrators phoned to tell me the claim was approved BUT I had to pay an excess almost three times what I was contracted to. Their argument was stating they had me as an Autopage customer. Twice I had to speak to a supervisor to clarify that Autopage closed down as a company over a year ago and that my contract and insurance were brand new with MTN from July of last year. Twice I was then told the claim was approved and twice I was told my handset was being delivered.</p> <p> </p> <p>I can only hope that at such point a phone actually does arrive! The administration of your insurance really needs to be re-looked at. The service currently leaves a lot to be desired...</p>