MTN Insurance (or lack thereof)

<p> I submitted a claim 4 weeks ago on the 27th June for my broken phone screen.</p> <p> </p> <p>After a week of not hearing any response I called the call centre. 30 minutes on hold when an agent finally answered. They informed me the online claim system was not working/heavily backlogged and I should submit a manual form.</p> <p> </p> <p>That day I submitted a manual form and emailed it to MTN. I received an automated email response with a refernce code.</p> <p> </p> <p>After another week of not hearing anything from MTN I called the call centre again. 40minute wait. The agent on the line apologised and said they were under staffed and had a huge backlog. He 'found' my form I submitted a week earlier, and 'attached' it to my account. He promised someone would call the next day to organise collection of my phone.</p> <p> </p> <p>After another week I visited an MTN shop to see if they could help. They can't.</p> <p> </p> <p>After another week, here I am today. I've just called the call centre again, 1hour and 3 minute wait. The call centre agent says she will transfer me through to the department to organise collection of my phone. Get through to that department, and I'm advised there are NO loan phones. Despite my insurance contract stating I will get a loan phone. They say my phone will be in for 2-3weeks.... so am I meant to be contactless for that duration?</p> <p> </p> <p>I've filled a complaint with the Short Term Insurance Ombudsman, and am very close to just filing legal action.</p>