MTN UPGADE & INSURANCE CHAOS

Upgraded contract 09 July 2022, got a new phone Huawei Y70 Plus. Completed Insurance documentation on same instant.

Lost phone on 03 September 2022, after a function in Pta West when entering my motor vehicle at about 19h00. It was a Saturday and only realised when I got home, device is gone.Asked one of tenants to check where I was parked, nothing was found. Tried to block phone telephonically, were told that there are no such device linked to my number. On Monday 05 September 2022 called on MTN Offices in Woodmead to report the matter. They were also informed that there is no such device linked to my number. Was requested to make an affidavit regarded loss, which was did at SAPS Gallo Manor. Claim documentation completed and awaited out come. Called on Branch several times and followed up by email to Insurance Department. On 22 September received email that phone is now insured. I informed branch and was asked to do all documentation again. Validity of cover was questioned, since phone was only on Insurance after loss. I kept on following up by email and visits to Branch. Had to repeat process October & December 2022. Process was repeated again in January, March, June,October & December 2023. In view of nothing happening, I canceled policy 20 December 2023. Lodging complaints all the way through. I was requested in January 2024 to re instate policy that claim can be finalized. This was done and claim documentation completed again and in February. Again nothing happened and I lodged complaint with ICASA who referred me to Short Term Insurance Ombudsman. Within 24 hours received an email that claim is approved and I have to pay an excess. This was done via EFT with POP send by bank to email address provided. I send it myself also via email and screenshot of POP. Problem here is despite responding to their emails, a new reference is allocated everytime and there are therefore several files open on same matter. Claims people are ******** to this and will keep on giving you around. Even now they can not confirm when device, will be replaced. This is despite policy stating in event of loss or theft, device will be replaced within 24hours after being reported and documentation completed. I have lost my temper so many times in this matter and are at ends meet to resolve this. Rather take it your own insurance, than deal with such an *********** bunch of ***eons.