MTN Insurance - HORRIBLE SERVICE

I have been an MTN client since 2003. In the almost 17 years of patronage, I have only two insurance claims - one for a cracked screen and then recently one for a ****** phone.

I recently had my cellphone ****** in a *******. I reported the incident to the police, and then subsequently to MTN Claims. I have submitted all of the required documents for the claims process.

I have two devices active on my account profile - an S8 Plus and an S10 Plus. The MTN representative is adamant that I only have insurance on the older device. When I requested the original recording as proof that I had requested insurance on both devices, I was required to provide the date and time of an upgrade that happened almost a year ago.

If MTN wanted me to keep the record of the conversation, then they should have sent it to me to file, or they should have disclosed that their internal processes do not support accurate record keeping.

The ******* happened almost a month ago, and MTN in aggravating my situation with their delay tactics. I do not believe that I should pay for MTN's inefficiencies with regards to record keeping. I am at a gross disadvantage as I cannot come to your premises to look for the recording of the conversation where I requested insurance on both devices.

To date the service that I have received is brash, unhelpful, and not representative of the service provider that I have used for so long. In my interactions with the representative it feels like the aim is close the query as opposed to trying to help.