****** phone insurance claim a complete nighmare!!!

I am Completely Disgust!!! by service I've received from MTN insurance and Pinnacle Marketing.

I submitted my claim on Monday of ****** phone and submitted all required documentation, ITC No. as well as the case No.

I called Tuesday to find out about my claim progress, I was told by the agent Pinnacle Marketing is waiting for the ITC feedback and They want the proof of insurance contract then my claim will be approved and I’ll have to pay excess. I told the agent I don’t have the hard copy of the contract and he told me to go to MTN they will have. After work I went to MTN in Bayside where I collected the Phone and took out the Insurance I was helped by Michael and he said my contract is linked with the cell phone premiums and that’s how I’ve always known it.

I have sent invoice statement that I took from MTN Active which clearly states my phone is insured for R15 000.00 and R140.00 gets paid towards the insurance.

last night I went through my files I found my insurance contract that I took out on 17 Jan 2016 and I sent it this morning to mtnclaims@pinnaclemarketing and ********** all of a sudden my emails don't come through now and my claim status still says outstanding information.

There’s no dedicated person handling my claim, each and every time I call I have to explain myself from scratch, this completely unacceptable it's been 5 days already since I submitted my claim.