Please stay away from MTN device insurance!!

I have been an MTN customer for over 5 years and have been on MTN contract and insurance for over 18 months. I have never defaulted on payments or even delayed.

My cellphone device got damaged at the beginning of January 2019, on the 10th i called MTN insurance to report the damage. The service consultants advised me to fill out a claims form and submit with supporting documentation. I almost immediately filled out the form and sent it back to them.

I called them after three working days to inquire about the status of my claim, which they advised that it was still under review. I then contacted them again on the 16th of January to find out again about the status of my claim, and the service consultant informed me that it had been approved. I asked the consultant that had i not called to find out, does it mean that they would not have communicated this information with me ?. She apologized for the misunderstanding and gave me an account number to pay my excess fees into so that my device can be collected for assessment at the repairs center.

After immediately paying excess on the 16th, the device was eventually collected on the 20th of January by the contracted couriers. After 5 working days i called to find out what the status of my mobile is since nothing had been communicated with me about it. I also politely explained that i urgently need the mobile as i run a cab business and the only way to monitor activities of the cab and my driver is through the mobile app that i have on the device. The annoyed service consultant that helped me gave me a lecture about how soon it was for me to be calling, and that the repairers had not yet fixed the device, advising me to simply just wait.

I patiently waited and on the 28th of January i again called MTN insurance, stating the urgency to get my device back for reasons stated above, and inquiring about the delays. The service consultant who assisted me told me that my device was with quality control and that, the department has committed that i will have the device by Friday. I called again today on Friday 31 January 2020 to find out what the processes is and the service consultant helping me tells me that the phone is still with quality control and that she cant confirm when ill have it back.

How useless can an insurance product be to frustrate loyal clients for over 20 days, irrespective of me having mentioned that my business is dependent on that device. The only business that seems to matter in this abusive relationship, is that of MTN when they collect money from my account. What is even more painful is the lack of communication from them, i must be the one constantly chasing after their *********** behinds.

The service i got from MTN insurance has been nothing short of them suggesting to me that they do not care. I would never advice any self respecting person to use MTN insurance. If you still decide to use it do not say you were never warned.

The next thing i am waiting for is for them to tell me that my phone was lost in storage. I have Zero respect for MTN South Africa, at the end of this painful contract experience they can kiss my business goodbye.