MTN prospects must be conscious that they is likely to be paying for ineffective insurance coverage insurance policies on previous units after upgrading their cellphone contract.
Client journalist Wendy Knowler just lately introduced this situation to the general public’s consideration.
In an interview on Discuss 702’s The Cash Present with Bruce Whitfield, Knowler stated she had been contacted by a buyer who had unwittingly continued paying insurance coverage premiums to MTN on her previous system for 4 years, regardless of now not needing it.
The shopper had upgraded her contract however selected to not take out insurance coverage once more through MTN, as an alternative choosing her personal insurer’s cowl.
Knowler established that MTN prospects who selected to improve however didn’t take out MTN’s insurance coverage would proceed to be billed for the coverage on the previous system — except they proactively cancelled the coverage.
That’s even if mobile insurance coverage solely applies to the system during which the SIM is inserted.
Except for the system not being as uncovered to theft or harm because the one they’re actively utilizing, the client could be paying insurance coverage premiums which can be ineffective, as a result of their declare could be repudiated.
In one other case delivered to Knowler’s consideration, a former MTN contract buyer who had switched to pay as you go continued to be billed for insurance coverage at R470 monthly.
By the point the client had gotten a maintain of Knowler, the full quantity had reached practically R5,000, after months-long makes an attempt to get readability on the matter from MTN have been unsuccessful.
That was regardless of the client particularly querying whether or not the difficulty was associated to insurance coverage.
MTN government for company affairs Jacqui O’Sullivan advised MyBroadband on this occasion that MTN had did not cancel the insurance coverage as a result of an absence of communication on its half.
“Whereas we do have a course of to vary buyer particulars at any time when the client is completely deactivated or migrated to pay as you go — the method failed on this occasion,” O’Sullivan stated.
“We’re exploring an choice to automate this course of, noting that we nonetheless won’t be able to cancel a buyer’s insurance coverage with out authorisation from the client.”
“We sincerely apologise to our buyer for the inconvenience and frustration this matter has brought about, and we’re processing a refund as a matter of urgency.”
O’Sullivan advised each Knowler and MyBroadband that MTN didn’t have an obligation to inform prospects that they have been nonetheless paying an insurance coverage premium on an previous system.
“The method in accordance with laws is that communication is obligatory when there’s materials change on the coverage, for instance, premium modifications, administrator modifications, coverage phrases and situations modifications.”
“MTN did ship notifications to all prospects in 2019 and once more in 2020 when there have been materials modifications.”
These materials modifications solely happen the place the insurance coverage premium modifications or the operator switches brokers.
MTN’s strategy to cancelling insurance coverage premiums on previous units highlights the necessity to double-check mobile payments for suspicious quantities.
MyBroadband additionally requested the opposite main cell community operators their strategy to cancelling insurance coverage insurance policies on previous units.
A Vodacom spokesperson advised MyBroadband that those that opted to cancel their contracts got the choice of constant to pay for insurance coverage through debit order.
“Those that select to not improve, will nonetheless get pleasure from peace of thoughts understanding their present system is roofed by insurance coverage till such time they make a option to improve,” they said.
Vodacom doesn’t stay silent relating to subscribers who select to improve and cancel their insurance coverage coverage.
“Vodacom will proactively ship a textual content message to the client to tell them that the insured system will not be in use with the listed SIM, and this has the potential to have an effect on their insurance coverage cowl,” the spokesperson defined.
“In the identical textual content message, we advise them to right away contact the insurance coverage directors,” the spokesperson said.
The spokesperson additionally defined that limiting the coverage to the system with SIM was needed to stop potential fraudulent claims, the place a buyer might insure a number of units on one SIM.
Telkom stated it permits prospects to proceed with their protection past the expiry of their contract in the event that they elect to take action.
“On the level of sale, prospects are suggested on the choices accessible, together with the cancellation and/or extension of current cowl,” the operator said.
Cell C stated it cancels a buyer’s current insurance coverage coverage on an previous system once they improve, which is communicated through SMS.
“The shopper is then supplied insurance coverage on the brand new improve system which they might obtain from Cell C,” the operator stated.
If a buyer accepts the phrases and situations, they are going to be despatched a brand new welcome letter with the coverage schedule and coverage wording through e-mail, along with an SMS notifying them of the coverage activation on the brand new system.