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MTN Insurance

 

MTN Insurance

Overview

If you’re an MTN contract customer, MTN Device Insurance offers comprehensive cover for your phone, sim cards, laptop, wearable or modem. MTN Device Insurance is not like any other insurance product, we understand that your devices have become an extension of you and you thus cannot be without one in the event of a loss or damage for long periods of time. That is why we ensure an efficient and reliable service in the event of repairs and authorisation within 24 hours for a replacement of a lost or stolen device! Putting you back in touch with your world as soon as possible!

* MTN (PTY) LTD is an authorised Financial Service Provider underwritten by Guardrisk Insurance Company. FSP license number: 44774

Quotation

MTN Device Insurance does not cover handsets older than 14 days from date of activation. This is a quotation only; completing the insurance application form does not constitute your handset is automatically covered. Your handset will be covered once you receive a policy document from MTN Device Insurance confirming that your risk has been accepted.

If you would like a quotation, please send an email to mtninfo@pinnaclemarketing.co.za with the following details:

  • Name
  • Surname
  • Type
  • Make of device to be insured
  • Model of device to be insured
  • Age of device
  • Contract number

Applications

MTN Device Insurance does not cover handsets older than 14 days from date of activation. To apply for cover, please send an email to mtninfo@pinnaclemarketing.co.za with the following details:

  • Name
  • Surname
  • Type
  • Make of device to be insured
  • Model of device to be insured
  • Age of device
  • Contract number

Completing the insurance application form does not constitute your handset is automatically covered. Your handset will be covered once you receive a policy document from MTN Device Insurance confirming that your risk has been accepted.

Claims

We are here to assist you in the unfortunate event of a loss, theft or damaged device. You can download a claim form or visit one of our stores for assistance.

For lost or stolen devices, please ensure that the device is blacklisted and reported to the South African Police within 48 hours and that all claim documentation has been submitted within 30 days from the incident occurring.

For any additional information please contact our helpdesk on 083 123 6084 or email mtnclaims@pinnaclemarketing.co.za and one of our friendly agents will assist you.

Cancellations

MTN Insurance Cancellation Form

We require the following information:
User type
Account holder name
 
ID number
required
required
   
Insured cell number
required
required
   
Contact number
required
required
   
Email
required
required
   
Device Details
Make
required
required
   
Model
required
required
   
Reason
 
Security Code
 
 
Cancellation Disclosures

Insurance cancellation will be effective from the date which this request has been receipted by the intermediary. Confirmation of cancellation will be sent via email within 72 hours of receipt of the request.

For any policy which incepted prior to the 5th of December 2016.

  • There will be no claim accepted after the cancelation has been accepted
  • A pro- rata credit due will be calculate and refunded to the MTN subscriber account on the current open invoice
  • A refund due to delay in cancellation will only be done if the request to cancel is exceeding 30 days from the time the request was sent to the time the request was actioned.

For any policy which incepted after the 5th of December 2016.

  • A 30 days notice period is applicable.
  • Cover will cease 30 days after the cancellation was requested.
Submit Clear

Manual Forms

Insurance claim forms

1.Claim Form

 |  OPEN AS PDF

Cancellations

1.Cancellation form

 |  OPEN AS PDF

Application Forms

1.Change of Cellular Details Form

 |  OPEN AS PDF

2.Change of Laptop Details Form

 |  OPEN AS PDF

3.Change of Modem Details Form

 |  OPEN AS PDF

4.Change of Wearable Details Form

 |  OPEN AS PDF

5.Complaints resolution policy

 |  OPEN AS PDF

6.Treating customers fairly

 |  OPEN AS PDF

Troubleshoot

Q. How do I claim?

A. Complete a claim and forward it to fax: 011-912-5122 or email: insurancequeries@mtn.co.za OR Call MTN’s claims department on 083 123 6084

Q. What does the handset loan service cover?

A. The service covers any MTN Insurance handset that needs to be booked in for repair, whether it’s warranty repair or material damage.

Q. What must I send in with my phone for repairs?

A. Proof of purchase of the handset and just the handset.

Q. What must I exclude when sending my damaged phone in for repairs?

A. Do not send in your SIM Card, memory card, battery cover and battery.

Q. What is the turn-around time from the claim to delivery of the loan phone?

  • 24 hours within Gauteng Province
  • 24 - 36 hours outside of Gauteng Province
  • 72 hours in remote areas, e.g. rural areas

Q. How long am I entitled to keep the loan phone for?

A. You can keep the loan phone for the duration of the repairs, with a maximum of 60 days

Q. Where must I book my phone in and collect my loan phone?

A. We will collect your damaged phone from work or home and deliver your loan phone at the same time.

* MTN Device Insurance is underwritten by Guardrisk Insurance Company. FSP license number: 44774, all advice and intermediary services are provided by Pinnacle Marketing (Pty) Ltd an authorised FSP, FSP licence number: 1507.

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