Santam and MTN in cahoots - AVOID!!!

Please don’t waste money on any insurance for your cellphone through MTN and the underwriter, Santam. They will find a way not to pay out your ****** phone. And it takes more than 15 working days to get an answer if your claim is accepted or not - not the promised 5. The people working at MTN’s Insurance side don't now what their doing.

Firstly, MTN tells you on their insurance helpline that any insurance done before May 2023 is done through Guardrisk and that insured devices after May is done via Santam. I was made aware for several times via emails and text messages that Guardrisk was the insurer. Then suddenly I received a declined letter for my claim from Santam. ***?!

Secondly, I asked in writing what is needed from me to submit a claim. A list was mailed through. I sent all that was needed and 2 days passed with no reply. I phoned in and they stated there were still documents outstanding. The outstanding documents were not part of the list I received thanks to someone not giving me the correct info. Nobody communicated and told me that the docs were incomplete and I had to call in several times to find out what was going on. Me having to phone several times is due to the line being cut off MULTIPLE TIMES while I was holding for the operator while they “checked something”. Seems like they do that on purpose to break you and see if you will give up and not lodge a claim. They make it SO DIFFICULT!!! Anyway, hence 2 days being lost. Then I emailed all the docs needed again to the same email adres I used before. No reply for another 2 days, causing me to have to phone in again just to be told that I used the incorrect email address, and they gave me another one. So I sent everything AGAIN to the new address. They said they received it, so then 8 days passed (was told it should take 2-5 days) just to be told it was declined.

The insurance I have for my phone is for theft, water damage and accidental loss or damage of phone. My phone was ****** out of unlocked vehicle on my property while I was just a few feet away working in the vineyard. The vehicle was unlocked because I only got out for 5 minutes to help my worker with the tractor. Their excuse is that it was because it was unattented and unlocked and my negligence. So if you use this insurance you wil be told they pay out for theft, liquid damage and accidental lost. That’s a lot of *******. If they don't pay out a phone that’s ****** out of my unlocked vehicle ON MY OWN PROPERTY, they will definitely not pay out your neglence for a phone you accidently lost somewhere, and if they ***** a phone out of your wife’s handbag when she has it on her or your neglence for diving into a swimming pool with your phone in your pocket. Everything will come down to negligence. So when will they actually pay out a claim, I don't now. I assume - and my experience is - NEVER.

So please don't waste your money and your time. #leavingmtnforanothernetworkpronto