The worst Cellphone Insurance ever.

<p>Thursday, 02 June 2016</p> <p>3:58 PM</p> <p>MTN put your Insurance Dept. in order</p> <p> </p> <p> I so happened to lose my phone more that a week ago. I then followed the prescribed procedure and submitted my claim form on the 22nd of May. On the form it says the process takes at most 5 working days. I have since not received any correspondence from MTN, and when i call it says my claim has been aprroved. My frustration is if the claim is approved why am I still not being contacted with the details of the next steps?Today is the 7th working day since my claim was submitted & still nothing! Why should you have clearly stated SLAs that you cannot adhere to? I am a paying loyal customer & certainly think your service leaves a lot to be desired. If I try calling I hold on the line for an hour with no operators answering. Please consider getting your house in order, the service sucks.</p> <p> </p> <p> </p> <p>Dissatisfied Customer</p> <p> </p> <p>***</p> <p> </p> <p> </p> <p>Official business reply:</p> <p> </p> <p>Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.</p> <p> </p> <p>Please note that an urgent escalation has been sent to our Insurance Division to assist with feedback on claim submission. A call back will be done to advise further on claim status.</p> <p> </p> <p>We sincerely hope that this is in order and hope that we are able to restore your faith in us.</p> <p> </p> <p> </p> <p> </p> <p>Kind regards</p> <p> </p> <p>Kevin.</p> <p> </p> <p>I am responding to the official busines response by MTN & still a very disatisfied customer (the initial review & response are below). Despite MTNs assurance that my concerns would be escalated and resolved, this has not been the case. The MTN Insurance call centre still remains unreachable. I have also faxed through my query to no avail. There also is never a response from the email address provided for queries with the exception of an automated email with my query reference # : ***5. Essentially there just isn't any customer service being provided here. Again i will reiterate, the self-service says my claim was 'received' and 'approved'. So why do i have to wait so many days to receive some sort of correspondence from MTN? It's now 9 working days! Do you at all care about providing customers good service?</p> <p> </p> <p> </p> <p> </p> <p>MTN put your Insurance Dept. in order</p> <p> I so happened to lose my phone more that a week ago. I then followed the prescribed procedure and submitted my claim form on the 22nd of May. On the form it says the process takes at most 5 working days. I have since not received any correspondence from MTN, and when i call it says my claim has been aprroved. My frustration is if the claim is approved why am I still not being contacted with the details of the next steps?Today is the 7th working day since my claim was submitted & still nothing! Why should you have clearly stated SLAs that you cannot adhere to? I am a paying loyal customer & certainly think your service leaves a lot to be desired. If I try calling I hold on the line for an hour with no operators answering. Please consider getting your house in order, the service sucks.</p> <p> </p> <p> </p> <p>Dissatisfied Customer</p> <p> </p> <p>***</p> <p> </p> <p>Official business reply:</p> <p>Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.</p> <p> </p> <p>Please note that an urgent escalation has been sent to our Insurance Division to assist with feedback on claim submission. A call back will be done to advise further on claim status.</p> <p> </p> <p>We sincerely hope that this is in order and hope that we are able to restore your faith in us.</p> <p> </p> <p>Kind regards</p> <p>Kevin.</p>