Warning to all taking out cellphone insurance cover with MTN

I am reporting the terrible service of the insurance company Insuring MTNs phones

When you take out a contract you are offered the option of insuring the phone for a certain amount every month

I would strongly advise against falling for this option because it seems that the chance of claiming is very slim due to all the small print in the contract

I have being paying insurance on my daughters phone for over 2 years

My daughter got a new phone as a gift and returned her phone to me I put it away as a spare to use later

When I took out the phone to use it I dropped it and the glass cracked

At the time I was aware that the phone was insured because I was still paying insurance on the phone (which I own , and have fully paid for , as the contract was older than 24 months)

I followed the process to have it repaired - took it to the store and filled out the claim form and they sent it away

This is the response that I got

We act on behalf of Guardrisk Insurance Company Ltd, the insurers of the MTN Mobile Device Insurance Policies. Having reviewed the submission of the claims documentation submitted to our offices as per the heading of this letter, we hereby inform you that we are declining liability of the said Underwriter, inter alia on the grounds that there was no cover at the time of the claim, for the below reason/s; Due to the listed Cellphone number/s not being used in the insured device at the time of loss or damage Period of insurance It is important to note that your HANDSET or MOBILE DEVICE is only covered whilst being used with the SIMCARD encoded with the TELEPHONE number listed on your Schedule. You can change your cell phone number at any time but your HANDSET or MOBILE DEVICE will only be covered if your broker, Pinnacle Marketing (Pty) Ltd has been notified of the change. The listed cell phone number was not in use with the insured device at the time of loss. Please be advised that cover for accidental physical and liquid damage will be suspended until such time that you provide the Insurer with proof of repairs on the device. Please send the repair invoice or receipt to the broker, Pinnacle Marketing (Pty) Ltd via email *** or call *** Please note that the above mentioned reason for rejecting your claim is not necessarily exhaustive. Kindly take note that should you wish to make representations following the repudiation of this claim, you may do so within 90 days from date of receipt hereof. Representations may be addressed directly to the writer, ***, or alternatively to 45 OLD MAIN ROAD, KLOOF, DURBAN, 3640, KWAZULU-NATAL, SOUTH AFRICA Telephone ***, facsimile ***.

I am very unhappy with this response because I feel are hiding behind a clause in the small print as justification for not honoring your obligation to repair the screen

I feel that subscribers have the right to use more than 1 phone at a time with the same SIM card

I am warning other potential victims that have taken out the same insurance that in order to claim for damages to the insured phone they may only use 1 SIM card