MTN Insurance - Terrible Service / Call Centre Unvailable

<p>My phone was lost and I reported a claim on the 16th of June. (Ref: ********** 0)</p> <p>I was informed that my claim has been approved via the ********** autmoated service.</p> <p>Since then, I have tried connecting to a consutant 6 times - waiting for 10 - 20 minutes per call, with each call being terminated. I have also emailed ********** a number of times, with no reply.</p> <p> </p> <p>At 10.58am on 21-06-2016 I manged to get through to Bongiwe + Deneyo at the Insurance call centre, who requested the specifics of my claim ... and advised that the claim had not yet been attended to.</p> <p> </p> <p>How can MTN Insurance takes 5 business days to attend to a claim? They suggest that this is : "Due to a temporary issue that we are addressing, our current turnaround time is unfortunately up to 5 days" (sic) After speaking to call centre representatives, they admit that they face these complaints every day - and that they are drastcially understaffed and under resourced. </p> <p> </p> <p>This is the same postion they had in January of 2016 as well as September of 2015 ... and frankly, this cannot be a temporary issue, but is obviously blanant mismanagment, false advertsing and stakeholder misinformation.</p> <p> </p> <p>I excpect MTN Insurance to urgently contact me to resolve this issue and arrange for my repalcement phone.</p> <p> </p> <p>In the meantime, I suggest users stay away from using the MTN Insurance service, to avoid the pain and frustration of dealing with a company that is operating on an obsolete and dishonest business model.</p> <p> </p> <p>I will be forwarding my compalint to the Short Term Insurance Ombudsman.</p>