MTN your staff reflect your business practices

First of all i only gave them 1 star because i had no option of zero star. The service is non-existent. MTN outsourcing it's cellphone insurance is merely a ploy to absolve themselves of all responsibilities. I sent in my form on the 9th of January for a claim, water damage. It seemed straight forward on my end but little did i know the hoops i would have to jump through just to get answers. After seven days i called because i had heard nothing from them. They told me it takes 7 to 14 working days for a case to be assigned to an agent. Like what the hell type of SLA is this? On the 28th of January i get a casual, spelling error ridden email from a Phindile asking me multiple questions. I responded to the email within the hour. I never heard from Phindile again. I dont know her full name or department, so zero accountability. The next email came on the 1st of February from an Onezwa telling me my case has been sent for assessment. Mind you no one has outlined or explain the process to manage my expectations, so i am in the dark about what happens next or what the assessment is for. Today is the 14th, I call to find out what is taking so long. The first consultant i spoke to was Vusi, an arrogant chap, who seems to have no idea what the process is. I asked him how many days does it take to assess the claim and what are they assessing, he had no answer. When i asked how many days has the claim been to assessment he was smug and haughty telling me i can count from my side. The shock and horror of this level of service, if you must call it that. Vusi further pretend to not hear me and then hung up. I called again and spoke to the only redeeming light of that entire operation. She told me the matter was escalated because of usage. I asked what that means. See this is a tactic used in the service industry to throw you off. They use internal jargon hoping you will be flustered and ****** off. Not this time. Apparently the policy, under my spouse's name, with two devices insured is expected to have one number in usage, that being of the policyholder. This is elementary maths, two devices means two numbers. If you couldn't see what number was in usage, why did no one call me. I specifically stated on the application form which number was in usage yet somehow that is still mystified you. I call BS its just a tactic to not approve the claim. This level of incompetence is appalling and embarrassing for you MTN. When we pay our insurance premiums diligently we don't expect to spend two months without a device, go back forth with your not only *********** but smug employees. I can handle the delays and absurd SLAs in place but it is the complete absence of empathy from your staff which is a reflection of how you run your business MTN. I am disappointed and frustrated, but happy to have witnessed the true colours of MTN and how it frustrates you well enough for you to abandon your claim. I will be migrating to another provider as soon as I purchase my new device, since it quite apparent that MTN has no intentions to honour the agreement. It is clear MTN is cutting costs at the expense of its users. Poor signal, poor stock performance and poor service... just unreliable. Goodbye!