MTN Insurance Claim not paid - due to neglence

<p>This is a complaint not to the MTN shop in Woodmead but to MTN itself. And to make matters worse one thinks you are dealing with a multi-million rand business but when it comes to speaking to someone that can actually help you, well that is still to be seen. It all started when upgrading my wife’s contract with a device used on my number at the MTN shop in Woodmead. A very helpful woman named Barbara assisted me and the service was great. She assisted me to insure the device on my number not my wife’s number. A few months later one evening in Florida at a service station my car was jammed when entering the shop. When I came out everything inside my car was ******. My device was in the center compartment and the cubbyhole was locked. They broke the cubbyhole open but nothing was inside. But they took my cell phone in the middle compartment. I filed a police statement the following day and contacted MTN immediately to start the process. This is where the problems started and months later conveniently MTN has forgotten about this and left a client with not even a reasonable explanation. Barbara kicked things off by submitting the claim. Three months later when still not heard back from MTN I went back to the store to find Barbara has moved to another branch. Guess what the whole process then started over again. So we started it with the store manager. Two months or so later I got an e mail stating the claim was not approved due to the device not being insured. I had to prove it to them that it was insured and we started the process again. It then came back unapproved again due to the fact there was no evidence the device was ******. I have an invoice for the cubbyhole been repaired and they still don’t care. I then went on calling MTN direct. Nobody could assist me always giving me the MTN insurance number to call. I spent hours on end trying to get hold of somebody to help me further and what a waste of time. Months past with no device and advice from my legal team to just stop paying the account I tried that but then was disconnected. I then tried the MTN insurance number again and to my surprise after a few minutes there was an answer. It was MTN’s new insurance company and they TOOO couldn’t help me. According to them they could not access that claim and give me an explanation to why or what. So MTN just does what they want to their customers because what the hell if they loose one customer who pays a small R2000-00 a month for a contract. I want to give MTN a little advice here on how they should treat their clients. We had been with Outsurance and got a 5year outback bonus paid after 5 claim free years of R7780-00 last year. The money hadn’t been paid yet as we received the message the day before. My windscreen had cracked a few weeks before and the crack was running really badly. I called Outsurance claims department and reported the windscreen. I was honest and told them this had happened weeks before and meant I would loose my claim free bonus. The woman never told me this, she told me there was something she needed to discuss with her manager and she would call me back within 5 minutes. She did and explained the chip happened within the 5 year period and they will replace the windscreen but “shouldn’t pay the claim free bonus”, however she had discussed this with her manager and they are going to pay it out as promised. That’s how multi million rand companies treat their customers. I really feel that the so called Giants MTN and their insurance policies have skimped on my account causing me to now after months not pay my account and therefore my business line is closed. Thank you MTN </p> <p> </p>