Mr Price Group / MRP review: Cellphone insurance

Good day

I'm Lerato Thabede, Mr Price account holder. In May 2021 I bought a phone (Samsung Galaxy A12) at Mr Price Store, days after the purchase, I received a call from Mr Price Phone Insurance. I then took the insurance over the phone of course. My phone got lost on the 12th of May 2023, on the 15th of May 2022 I went to Town (Vaal mall) to enquire on how to report a stolen/lost phone at Mr Price store. I was then told by the lady who is working with phones there at Mr Price Vaal mall store, that I must check my emails and look for the insurers email about the policy that I took with them as its not done at their store. It made sense what she said, so I went to Telkom for them to blacklist that phone same day.

When I got home, I went through my emails to check if I did receive anything from Mr Price about the insurance/ from the insurance, and the was nothing.

Later when I was shopping for a new phone since I no longer have a phone, I met these guy who is working at Mr Price store at Thabong Mall who is working with phones. I got curious while looking at those phone at their stand, I asked him ' incase of stolen/lost phones what is the procedure because I did buy a phone here and got it insured but I was never assisted at Vaal mall till today I'm still clueless on what to do', then he explained everything that I needed to do and send those documents to the email address that was on the card that he gave to me. I did exactly what he said I must do, it's now November 2023. On the 17th November I compiled all the needed documents including the affidavit from the Police station, 22nd November I sent the documents to the email address that's on that card, got an automated reply from that email address. I decided to call them on the 031 number on that card, I spoke with Ibrahim Mbalane and he said I must fill in their claim form, he sent it to me via email, I filled it and sent it back together with other documents same day. I waited for their call and nothing, on the 12th December I gave them a call and now I was been assisted by Christopher Ngiba, I had to explain my story again to him, he asked that I resend those documents to him so that he can have a look on them, I did exactly that and waited to hear from him but nothing. On the 14th December I called again and this time I requested to speak with Ibrahim Mbalane or Christopher Ngiba, and it was Ibrahim on the line, I then told him who am I, he checked his system and said to me I was suppose to make a claim within 30 days (of which I did but I was not assisted at Vaal mall) so now I must go to Vaal mall and ask them to give me a letter stating that I came to their store on this date but I did not get proper help. I went to Vaal mall on the 2nd January 2024 and that lady who works with phones was on leave and return on the 4th January, the lady we spoke to was very helpful and told me to go to Mr Price Cellular and see if they could help, I went there and explained my story then the lady called Mr Price headoffice told them my story and they transferred her call to the insurance company, she explained the reason for her call and they asked to speak with me, I then spoke to Bryan Watkinn he told me that they won't be able to process my claim since it only got to them after 30 day that is stipulated on their contract/policy then I asked him that, 'how come I don't have a copy of that policy, what are you hiding? don't you think, if I had the copy things were going to be better than what is happening right now, he said ma'am I am sorry but that the law, then I said to him please give me all my premiums back and said its not possible. I got angry and took the phone back to Mr Price cashier who was helping me and she spoke with them, then they decided to send me a form were I can ask for my premiums back.