MTN Insurance - Worst Service Ever

<p>On the 2 November 2016 I submitted a claim to MTN Insurance, as my phone had taken a terrible fall! :) I received an automated response giving me ref num: ********** 2, saying due to some difficulties they are experiecing, MTN's turnaround time is now 5 days. I sent them a follow up email on the 10/11/2016 asking what is the staus of my claim, which I didnt receive any response to, I then sent another email on the 10/11/2016 still no response, bare in mind I have been trying to call their call centre from the 8th but no one would pick after an hour of holding. But eventually on the 10th when I didnt get a response I called and amazingly enough, someone answered and I was transferred to Ntombi Sibeko who then made enqueries with a lady from teh loan phones department, for her to arrange a loan phone. On the 10/11/2016 I get a call from the courier saying someone will be here to fetch my phone, when I asked if my loan phone will be sent with driver, she informed me that there is no loan phone for me. I called the lady from the loan phone department she explained as she only received a request on that day (10/11/2016) she was unable to do anything until the next day. after all the mishaps I think the damaged phone was picked up on the 12/11/2016 and loan phone. On the 21/1/2016 I receievd another email and an SMS with ref: ********** 5 saying i need to pay of excess of R150 and email proof, which i did on the very same day. Today is the 29/11/2016 and I still have the loan phone! Again have been trying to contact MTN insurance for last few days, and due the fact they are under staffed and some technical difficulties could not get through. After holding for 1hr15min I gave up. But after sending a really strongly worded email to Ntombi she very graciously finally responded to my email, asking me for proof of payment for the R150. I forwarded her the same proof I prevuously sent. I received a response saying I should have my new phone before the end of the week! So their initial email saying that they will respond within 5 working days was a complete lie. The fact that they have been so lax with regard to resolving my query and have shown absolutely no remmorse for lack of service, this upsets me. ecasue MTN is such a huge succesful organisation, it seems they do not at all care about their customers and show inclination to get this resolved for me. I have had issues with other institites previously, but not one of them have shown so little respect or gumption to have a query resolved. Disppointed is an understatement. </p>