24Hour Mobility Cellphone Insurance
Changed underwriting without my consent

In 2011 I went to MTN store and bought 2 cell phones (Samsung & Sony Ericson) for me and my brother. Neo assisted me with the insurance procedure. On the document I had 3 numbers insured off which 2 was for the same phone. A few months down the line my brother lost his Sony and I logged a claim and it was approved. A few days ago I lost my phone and like wise I went to MTN to claim for my phone, like did the last time. I got a call this morning from Ishmail advising me that my claim was declined. I asked Ishmail why and he said it was because of an unknown number. I advised him that I have insurance on 2 phones and asked him to advise on which number the phones are insured? He told me that both phones are insured on 1 number. How can I insure 1 number on 2 phones and how was the other claim approved if that's the case? He later advised me that the underwriting was changed? How do you change underwriting on my good's without my consent? I want a logical explanation from 24hr Mobility and MTN as to how my contract was changed without my consent. Failure to do so and to also approve my claim will result in me contacting the ombudsman as what you did is not fit and proper.

Company: 24Hour Mobility Cellphone Insurance
Country: South Africa
City: Call centre

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