MH
Motlagomang H
1 reviews | Active since Jun 2020
23 Jun 2020, 18:56
Unsatisfactory Customer Service
I love mtn, they have very friendly consultants who are always ready and willing to assist. I have an account with them and I have never had any problems with the service provider at all until now.
I put in a claim on the 26/05/2020 because my phone was ******. I submitted all the necessary documents required and provided them with all the details they needed. Almost a month later and I have still not been assisted.
I only receive emails from them that it is being processed and recently they advised that they would provide me with the letter from the underwriters stating whether my claim has been approved or not. The letter has not been sent yet because they are still waiting for the managers signature and every time I call they tell me to call the next day or in a few days.
This is very frustrating because I pay my account and insurance every month, on time, without fail and now I need help but I am not any at all, rather all I get is unsatisfactory customer service.
If someone from MTN can please help me with my claim, I would highly appreciate it. As I have stated earlier, I have been waiting for close to a month now and I do not know what to do any more at this point.
I was provided with an email by one of the consultants to escalate the matter (***, however the email did not go through.
Please Help! I am desperate, frustrated and extremely disappointed by the service at this point in time.
Helpful (0)
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Replies (3)MH
Motlagomang H's updateReviewer Update
24 Jun 2020, 15:29Dear MTN (Insurance Department)
I must say I am quite disappointed in your service. I have never felt so outraged in my life. If there is no one willing to assist me with my insurance claim please let me know so that I can just close both my MTN accounts because I have heard enough with the incompetence and lack of empathy from the insurance division when it comes to sorting out my insurance claim.
In 2 days time it will be a full month since I put in the claim with no assistance. Your service in this regard has been appalling and totally unacceptable.
I must say I am quite disappointed in your service. I have never felt so outraged in my life. If there is no one willing to assist me with my insurance claim please let me know so that I can just close both my MTN accounts because I have heard enough with the incompetence and lack of empathy from the insurance division when it comes to sorting out my insurance claim.
In 2 days time it will be a full month since I put in the claim with no assistance. Your service in this regard has been appalling and totally unacceptable.
MH
Motlagomang H's update24 Jun 2020, 15:29
Reviewer Update
Dear MTN (Insurance Department)
I must say I am quite disappointed in your service. I have never felt so outraged in my life. If there is no one willing to assist me with my insurance claim please let me know so that I can just close both my MTN accounts because I have heard enough with the incompetence and lack of empathy from the insurance division when it comes to sorting out my insurance claim.
In 2 days time it will be a full month since I put in the claim with no assistance. Your service in this regard has been appalling and totally unacceptable.
I must say I am quite disappointed in your service. I have never felt so outraged in my life. If there is no one willing to assist me with my insurance claim please let me know so that I can just close both my MTN accounts because I have heard enough with the incompetence and lack of empathy from the insurance division when it comes to sorting out my insurance claim.
In 2 days time it will be a full month since I put in the claim with no assistance. Your service in this regard has been appalling and totally unacceptable.
MH
Motlagomang H's updateReviewer Update
24 Jun 2020, 17:28MTN (Insurance Department)
So I called MTN insurance again, and still they are giving me the run around telling me to call the next day because the letter from the underwriters has not yet been signed by the manager.
How long can it take for a manager to put down their signature?
I requested to speak to the supervisor or manager and I was told that they were not available. I told them that I will hold on to the line until they are available as I was desperate.
I was put on hold for the longest time and the call was eventually dropped by the consultant who was by the way very rude and told me that they needed to knock off so I should just call the next day. I am amazed at the horrific service I am currently experiencing from MTN. I hope someone somewhere will find it in their hearts to assist me.
So I called MTN insurance again, and still they are giving me the run around telling me to call the next day because the letter from the underwriters has not yet been signed by the manager.
How long can it take for a manager to put down their signature?
I requested to speak to the supervisor or manager and I was told that they were not available. I told them that I will hold on to the line until they are available as I was desperate.
I was put on hold for the longest time and the call was eventually dropped by the consultant who was by the way very rude and told me that they needed to knock off so I should just call the next day. I am amazed at the horrific service I am currently experiencing from MTN. I hope someone somewhere will find it in their hearts to assist me.
MH
Motlagomang H's update24 Jun 2020, 17:28
Reviewer Update
MTN (Insurance Department)
So I called MTN insurance again, and still they are giving me the run around telling me to call the next day because the letter from the underwriters has not yet been signed by the manager.
How long can it take for a manager to put down their signature?
I requested to speak to the supervisor or manager and I was told that they were not available. I told them that I will hold on to the line until they are available as I was desperate.
I was put on hold for the longest time and the call was eventually dropped by the consultant who was by the way very rude and told me that they needed to knock off so I should just call the next day. I am amazed at the horrific service I am currently experiencing from MTN. I hope someone somewhere will find it in their hearts to assist me.
So I called MTN insurance again, and still they are giving me the run around telling me to call the next day because the letter from the underwriters has not yet been signed by the manager.
How long can it take for a manager to put down their signature?
I requested to speak to the supervisor or manager and I was told that they were not available. I told them that I will hold on to the line until they are available as I was desperate.
I was put on hold for the longest time and the call was eventually dropped by the consultant who was by the way very rude and told me that they needed to knock off so I should just call the next day. I am amazed at the horrific service I am currently experiencing from MTN. I hope someone somewhere will find it in their hearts to assist me.
MH
Motlagomang H's updateReviewer Update
27 Jun 2020, 13:25MTN (Insurance)
I was told that someone would get back to me with regards to my claim. Indeed they did but only to tell me that my claim has not been approved.
I waited a whole month to get feedback after countless calls and emails. The feedback I got is that the claim will not be settled because it does not meet the special note applicable to all sections of the policy.
This special note states that the mobile device is only covered whilst being used with the somcard encoded with telephone number listed on your schedule. The policy allows for up to 2 numbers to be listed on the Schedule and either one of those numbers must be used in the insured device at all times.
Now, MTN please explain to me as per that clause why my claim would not be approved because I have 2 numbers listed on my schedule *** and *** in my insured device and at the time my phone was ****** it had inside it the telephone number *** which is by the way listed on my schedule.
So why would my claim not be approved. Somewhere somehow someone is not doing their job and now I have to be on the receiving end of their callousness.
This is so hurtful and upsetting because every month I'm paying insurance for nothing!!!!!!!!!!!
I do not accept the outcome of this claim and I wish someone will look it up. I am not happy at all and I want nothing to do with MTN.
I was told that someone would get back to me with regards to my claim. Indeed they did but only to tell me that my claim has not been approved.
I waited a whole month to get feedback after countless calls and emails. The feedback I got is that the claim will not be settled because it does not meet the special note applicable to all sections of the policy.
This special note states that the mobile device is only covered whilst being used with the somcard encoded with telephone number listed on your schedule. The policy allows for up to 2 numbers to be listed on the Schedule and either one of those numbers must be used in the insured device at all times.
Now, MTN please explain to me as per that clause why my claim would not be approved because I have 2 numbers listed on my schedule *** and *** in my insured device and at the time my phone was ****** it had inside it the telephone number *** which is by the way listed on my schedule.
So why would my claim not be approved. Somewhere somehow someone is not doing their job and now I have to be on the receiving end of their callousness.
This is so hurtful and upsetting because every month I'm paying insurance for nothing!!!!!!!!!!!
I do not accept the outcome of this claim and I wish someone will look it up. I am not happy at all and I want nothing to do with MTN.
MH
Motlagomang H's update27 Jun 2020, 13:25
Reviewer Update
MTN (Insurance)
I was told that someone would get back to me with regards to my claim. Indeed they did but only to tell me that my claim has not been approved.
I waited a whole month to get feedback after countless calls and emails. The feedback I got is that the claim will not be settled because it does not meet the special note applicable to all sections of the policy.
This special note states that the mobile device is only covered whilst being used with the somcard encoded with telephone number listed on your schedule. The policy allows for up to 2 numbers to be listed on the Schedule and either one of those numbers must be used in the insured device at all times.
Now, MTN please explain to me as per that clause why my claim would not be approved because I have 2 numbers listed on my schedule *** and *** in my insured device and at the time my phone was ****** it had inside it the telephone number *** which is by the way listed on my schedule.
So why would my claim not be approved. Somewhere somehow someone is not doing their job and now I have to be on the receiving end of their callousness.
This is so hurtful and upsetting because every month I'm paying insurance for nothing!!!!!!!!!!!
I do not accept the outcome of this claim and I wish someone will look it up. I am not happy at all and I want nothing to do with MTN.
I was told that someone would get back to me with regards to my claim. Indeed they did but only to tell me that my claim has not been approved.
I waited a whole month to get feedback after countless calls and emails. The feedback I got is that the claim will not be settled because it does not meet the special note applicable to all sections of the policy.
This special note states that the mobile device is only covered whilst being used with the somcard encoded with telephone number listed on your schedule. The policy allows for up to 2 numbers to be listed on the Schedule and either one of those numbers must be used in the insured device at all times.
Now, MTN please explain to me as per that clause why my claim would not be approved because I have 2 numbers listed on my schedule *** and *** in my insured device and at the time my phone was ****** it had inside it the telephone number *** which is by the way listed on my schedule.
So why would my claim not be approved. Somewhere somehow someone is not doing their job and now I have to be on the receiving end of their callousness.
This is so hurtful and upsetting because every month I'm paying insurance for nothing!!!!!!!!!!!
I do not accept the outcome of this claim and I wish someone will look it up. I am not happy at all and I want nothing to do with MTN.