MTN INSURANCE (UNPROFESSIONAL AND NEGLIGENT)

<p>I successfully claimed for repair of my handset on 5 November 2015 and the claim was approved on 18 December 2015. I paid the excess required, R150.00 on 18 December 2015 and forwarded proof of payment accordingly on the same date. I received acknowledgement of my e-mail with reference number ********** 7 on the same date. On 29 December 2015 I was informed that the excess was received and I will receive my phone back once the repair is completed.</p> <p> </p> <p>I wish to bring to your attention that the repair to my handset was a cracked screen, which according to me should not take long to repair. I however afforded the repairer some time to complete the repairs but after 3 months I became concerned why it was taking such a lengthy period to be completed. That is when I started contacting MTN customer care to no avail and finally I obtained the contact details of the insurance which was given by the customer care consultant who advised me that they are unable to assist me and that I should follow same up with the insurer directly.</p> <p> </p> <p>I have contacted the insurer countless of time and every time I am put on hold, only for the line to be disconnected. I eventually realized that I could not get assistance telephonically where after I sent an e-mail to ********** however to ate I have not received a response nor an acknowledgement of any sorts. I am completely dissatisfied with the conduct of the insurer and that of MTN. This is the second time I have had major issues with my insurance, I was not going to raise this issue however due to the continued mistreatment I attach herein a series of correspondence regarding my last claim dispute with MTN insurance which I have reported to ICASA and the Short-Term Insurance Ombudsman.</p> <p> </p> <p>My last and final attempt was on 23 June 2016 in where I visited the offices of MTN in Brooklyn where I related by issues to a consultant named Prince who also reported the matter to his manager Sylvia. They informed me that I had to keep calling the insurer however I advised them that that is not forthcoming, for many months now where after they agreed to assist me and follow it up on their side.</p> <p>I provided them with all the necessary reference numbers and dates wherein they advised that they will try and assist me. Unfortunately I still do not have a resolution of the issue; I can no longer sit and wait for this to be eventually solved. I do not know when or if same will eventually get resolved. I simply want my handset back!</p> <p> </p> <p>I am writing this to also to lay a formal complaint against MTN insurance for their unprofessional conduct and mistreatment of their consumers.</p> <p> </p>