WORST EXPERIENCE EVER WITH MTN DEVICE INSURANCE !

WORST EXPERIENCE EVER WITH MTN DEVICE INSURANCE !

I have been insured for a year with MTN, paying my premiums in full and on time. I logged a claim on the 24 June 2020 for my cellphone to be repaired, it has a broken screen and broken back. I was asked to pay an excess fee of R150, i paid that amount on the spot and sent them proof of payment.

My device was collected on the 3 July 2020 apparently it arrived at their repair centre on Monday the 5 July 2020. On the 14 July i was contacted to sign out of my icloud as the phone had to undergo some verification tests, the technician on the phone told me they were done with the repair and now wanted to test the device and i should receive it not later than the end of the week(Week ending on the 17July 2020). I have just spoken with one of their agents (17 July 2020) and she tells me their repair center is still repairing the phone.

My device has been with them for 10 working days, their specification is that repairs may take 7 to 14 working days. I asked to speak with one of the technicians at the repair center and i was told that i cannot. Must the repair take exactly the maximum number of days specified ? I am highly disappointed with their way of working and i am cancelling my device insurances with them with immediate effect !