MTN Insurance FAILS To Deliver On Their Promise To Collect Damaged Handset (Ticket 282000)

Very disappointed with MTN Insurance whom I've been with for 8 years, I first submitted my damaged phone insurance forms with all the required information on the 26th of September 2020 (almost a month ago) and had to call a few times only to find out that they need some information from me of which I never received a call/mail/text to inform me of this. Fine, I submitted all the required details that are pending (which was the address where the handset can be picked up) and shortly after this I received an email requesting for me to pay the excess and once this was paid and sent to the consultant then the claim was finalised.

Again I was requested for the address where the handset can be collected and this was provided on the 08/10/2020 to MTN and a ticket number (282000) was issued, yet again no communication on when the handset will be collected. In my own accord I call the call centre to find out when they will be collecting and they promised the courier company would collect the device on the Monday (12/10/2020) and I had my father wait for them at home for the courier company to arrive and they were a no show. Frustrated I call again the Tuesday to follow up on this and the consultant guaranteed me the collection was scheduled for the day and will definitely be picked up by the courier company before 17:00 on the 13/10/2020, again as I went out to work I asked my Dad to please ensure he waits for the guys to come collect the handset and a ****** no show again on the day.

Courier company claims to have called me and there was no answer but there is no trace of any missed call on my phone and the secondary contact number I provided for them to get a hold of me on.... Beyond frustrating, I'm feeling very disgusted by such treatment when I have done my best to take good care of this handset for years and when I need the insurance the most, I then get poor service from MTN Insurance. Almost a month later my device has not been collected and I dread that they may just take their time after collecting the damaged handset for assessment while I remain without an iPhone.

I was requested to wipe the phone of any data that is in the phone and remove my SIM card and yet weeks after I've done this and handset ready for pick up, MTN Insurance dismally fails in holding their end of the stick. Totally unacceptable, I have my other handsets insured with another insurance house and it barely took them a week to pay out, so this is certainly no industry standard but merely a matter of incompetence from MTN Insurance.

Highly Highly Disgruntled!