MTN INSURANCE CLAIM WENT WRONG BETWEEN BRANCH AND MTN INSURANCE

On 17 December 2018 I sent I sent a request to MTN Insurance and customer care to assist in resolving a device insurance matter. I sent a claim for a damaged device to MTN Insurance on 17 December 2018, for a Sony Xperia AX1. The application for insurance was sent on 22 July 2017 though fax when I upgraded from Sumsung J7 to Sony Xperia AX1. The application was sent from MTN Southgate Branch. I was told to make follow up as to whether the application was accepted or not since system was offline on the day. Two days later I went to the branch to follow up and I was told the application was received, via email.

When I sent a claim for the damaged Sony Xperia AX1 I was told the device insured is Sumsung J7 and not Sony Xperia AX1 which is the device I insured from 22 July 2017.

Since 17 December 2018 I have been in contact with MTN Insurance and Customer care with no positive outcomes.

On 31 January 2019 I received a forwarded email from MTN Insurance ********** that was received from MTN Customer Care referring the matter to the branch (I assume this is South Gate branch). Further to this on 28 February I received an email from the same email address indicating that it was my responsibility to "inform Pinnacle Marketing in writing of the change or upgrade of the mobile device covered by the policy" I have insured devices with MTN through Mobile 24 since 2003 and then MTN Insurance in 2015 and I had never written to them except sending the application with the assistance of the branch at which my application is made.