Subject: Formal Complaint Regarding Insurance Claim and Poor Service

Dear MTN Claims Department,

I am writing to formally express my dissatisfaction with the ongoing handling of my insurance claim for a damaged device. I initiated this claim in February 2025, and since then, I have received substandard service, with most of my communications going unanswered and no meaningful progress made toward resolving the issue.

As a loyal customer who has consistently paid insurance premiums for years, I find the lack of support and responsiveness unacceptable. The very purpose of paying for insurance is to ensure that, in the event of damage, one can rely on timely and professional assistance. Unfortunately, my experience has been the opposite.

Despite multiple attempts to follow up, I continue to receive little to no feedback. This delay has caused significant inconvenience, and it reflects a failure on MTN’s part to fulfill the service obligations promised to paying customers.

As a consumer under South African law—specifically, the Consumer Protection Act (CPA)—I have the right to receive services that are timely, of good quality, and carried out with reasonable care and skill. Your failure to deliver on these expectations may constitute a breach of these rights.

I request that my claim be escalated immediately and processed without further delay. I would appreciate a full response within 7 business days, along with a clear timeline for resolving this matter. If no satisfactory action is taken, I will have no choice but to escalate this issue to the Ombudsman for Short-Term Insurance and the National Consumer Commission.

I trust that MTN will take this complaint seriously and act swiftly to resolve the matter.