MTN insurance discrepancy

<p>On the 24th of August 2015 I upgraded to an iPhone 6 at MTN iLanga Mall in Nelspruit and had it insured at the store with MTN insurance. When I arrived home I noticed that there was a fault with the phone. The screen was loose so I called the store the following day and I was told to bring it in. Since I had the phone for less than seven days they had to give me a new one. Unfortunately for me they did not have it in stock and they had to order one for me and it became available after two weeks or so. On the 10th of September 2015 I was called to come collect my new phone and my upgrade was switched to this new device. </p> <p>So I left the store reassured that all was well and I was happy that finally I can now enjoy my new device. On the 23rd of January 2017 I lost my phone. I blacklisted the phone and reported it lost as required, and then submitted my claiming documents to MTN insurance on the 24th of January 2015. On the 28th of January 2017 I called MTN insurance to get feedback since they never called me after submitting the claiming documents, and only to be told that the IMEI number on the claiming form that I submitted does not correspond with the one they have on the system.</p> <p>From there I remembered what happened in 2015, that on the day when I was called to come collect my new phone, the process of switching the old faulty phone to the new one was not done adequately at the store and that they did not replace the IMEI number (of the faulty phone) to the new replacement phone I collected on the 10th of September 2015 with the insurance.</p> <p>On the very same day I went to the MTN store at iLanga Mall in Nelspruit, where my upgrade was done to get clarity because the insurance people asked for a document stating that the phone’s insurance was switched at the store to the one I’m currently claiming for, for them to continue with the claiming process.</p> <p>At the store they checked and found that it was not done, and I was told that it was my responsibility to do the switch as per the policy. If that was the case then why was I not told on the day when I went to fetch my upgrade since it was insured for the first time and the responsibility to get the phone registered for insurance was still with them, that I had to contact the insurance department and get my new device insurance switch to the new phone since the one they gave me at first was faulty?</p> <p>Now the claiming process is on a halt due to the document I need of something that was never done by the store and that means I paid insurance for a device I didn’t own and that is unjust.</p>