Worldwide Advisory Services via Santam

I took out a cellphone contract with MTN and specifically requested that cellphone insurance be included in my monthly bill. However, when I needed to make a claim I discovered that the insurance was actually provided by a third party and was not handled directly by MTN as I had been led to believe.

After submitting all the required documentation and claim forms, I was told that it would take up to 48 hours just to assess and approve the claim, and then once approved, it could take a further two weeks for a replacement phone to be delivered. To make matters worse their system has been down for more than 2 days, this is not what I expected when I signed up for insurance.

As a result of my experience, I will not be taking out any future cellphone contracts with MTN or using their third-party insurance. I am also interested to see what Santam - the underwriter involved would say about the way this product was explained and handled.