Poor Service from MTN and the the insurer Monitor

I have a mobile device with this company on contract and it is also insured. on the 18th of December i lost my mobile device and filled in a claim as soon as possible. Days went by and when i called and complained that my claim was taking long thereafter an Email was sent to me by a Claims Administrator from Monitor, Gugu Mdluli saying that the number that was being used on the mobile during the time of loss was not listed on my insurance. After proving that the number that was being used at the time of loss was actually listed on my insurance, i then get another email from a Claims Administrator, M****en Haigh who works for Monitor who also claimed that my number isnt listed on my contract. i also had to prove to this employee that the number is listed. The next issue that M****en Haigh send via Email is that for my claim to be reviewd an possibly overturned they need me to send them proof of porting from the same sim "that is now listed on my cover".

Sent mails to Cell C porting Departments requesting the proof of porting and on those mails i "cc" M****en and they responded a week ago. on the 7th of January 2019 i sent M****en an email requesting updates and still she does not respond to my mails. I called today an was helped by Nombulelo asking for follow ups, she told me that there is nothing she can do but should wait for the M****en to send an Email or give a go ahead for them to proceed with my claim. in 9 days time i will be going for a month now without a phone but i am paying may installments in full.

so i urge you to consider other companies out there before taking up a contract with MTN or Monitor.

the fact that i have to run around and make calls and send mails for updates really annoys. my life is on hold now because i am with no mobile but paying.