Mtn
Insurance refuses to payout for lost phone

My phone was in May 2013 and I reported the matter to the insurance. After various attempts contacting the insurer, I was told to submit all the documents I received when I took the insurance and I did so. I was then informed they couldn't help me as I was using a vodacom simcard not mtn, hence they did not take into consideration I was unaware of the consequences of using a simcard from a different service provider. I never knew using a different service provider would be a problem if something happened to my phone. When I got the phone and took an insurance for my phone, no-one explained that to me and I was not even given the terms and conditions of the insurance. I then lodged a compliant with ombudsman in June 2013, since then they have been arguing the case on my behalf. On the 22nd November 2013 Ombudsman informed me that the insurer does not want to correspond with their office anymore.

I'm so disappointed with the insurer service, I have since been paying every month for a phone I don't have anymore. Since then I still do not have a phone. What is the point of having an insurance and in the end you don't get assistance.

Company: Mtn
Country: South Africa
City: Insurance

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