MTN Insurance Department

I am writing to express my concerns about my experience with MTN insurance (Underwritten by Santam). I filed a claim on the 1st of August 2024, and the entire process has been quite challenging. They promptly approved my claim, and I paid the excess fee the following day. However, I had to contact them about the payment status three days later. They confirmed receiving the payment.

They then informed me via email that they would come to collect my device, but it took over a week for them to do so. They confirmed the receipt of my device at the repair centre and stated that it was being assessed. However, I have not received any further communication since then. When I called, they informed me that the assessment was still ongoing, which took four weeks after the initial email about the assessment.

I am dissatisfied with the lack of progress and communication. I have had to initiate contact each time to find out the status of my device, and it seems like they are unsure of what is happening. I find it unreasonable for the assessment of one device to take this long.

It's almost two months since I lodged my claim. I have to be the one who constantly calls them to find out what is happening. They then sent me an email stating that my phone was economically unrepairable and that I needed to pay an additional excess in order for them to give me a new phone, which I did pay. I called them last Friday (20th of September) and the lady helping me said that they have received my payment and were ordering a new phone that I am supposed to be getting. She said that I could expect to get my new phone on the 23rd of September or the 25th of September since Tuesday will be a public holiday.

It is now the 25th of September and I received an email again stating that they are unable to find my home address from Google Maps, which is odd because they're the ones who came and collected my broken phone from my home address. So now I have to give them a landmark which I just did. Then I asked when can I expect to get the phone, they told me that they need to order the phone first, I asked them why because I have already spoken to a lady who said that she was ordering the phone on the 20th of September.

I am very disappointed and annoyed by the lack of agency and communication from the department. It's almost two months now since I don't have a phone, and the time it's taking is way too long. I am unhappy with how they deal with things, I am unhappy with the time it's taking, and bear in mind that now two monthly premiums have gone through while I haven't received a phone yet.

Very very Disappointing.