MTN Mobile Device Insurance

Hi, I have a contract with MTN for my mobile device since May 2016 my phone has an insurance with MTN as well. Last year October I went to pay my monthly premium in one of their stores (Bellville Sanlam Building) and they mistakenly typed one digit wrong and it went so someone else's number, so all this time I thought I was up to date untill I got an SMS to say my outgoing services will be closed because I ddint pay. I went back to the same store and they fixed it after sometime in November which now delays my normal payment dates. They advised I should pay on the 11 of December for November and on January I will be paying for December because the fault was on their side, that was not a problem until I recently lost my phone.

I never claimed in all these years and recently I lost my phone on the 6th of January and I did all the documentations they needed for my claim. I submited all documents on the 8th of January I waited and waited. I decided to follow up with Sandile Nhlengethwa who responded quickly and advised my claim is with the Underwriters. To cut it short I contacted them again yesterday and they advised that my claim has been rejected because I am behind on my premiums (because of that returned one). I went to the store, they called the claims department and they advised that the store should write a motivational letter that it was their fault not mine meaning they will have to start over the process again. At the store they advised I should pay the remaining premiums first for December and January I asked how so because on January I am paying for December according to what they said to me and anyway I do not have my phone with me so what was I paying insurance for all these years.

Please intervene I need them to replace my ****** phone.

Herewith their contacts: Once completed; please send the documents to ********** or fax to: ********** . Should you have any questions, please feel free contact our offices on ********** .