Quick Facts

• Monthly premiums from R19 to R115 depending on device value
• Covers theft, loss, and accidental damage
• Must apply within 30 days of buying your device
• Replacement within 24 hours for approved claims
• Underwritten by Guardrisk Insurance Company

What Is MTN Device Insurance?

MTN Device Insurance protects your cellphone, laptop, smartwatch, or modem if it gets damaged, stolen, or lost. You pay a small amount each month. If something happens to your device, MTN will repair it or give you a replacement.

This insurance is underwritten by Guardrisk Insurance Company. MTN is an authorised Financial Services Provider with FSP number 44774. All advice and claims are handled by Admyntec Services through World Wide Advisory Services.

Both contract and prepaid customers can get this insurance. The important thing is you must apply within 30 days of buying your device.

✅ What Does MTN Insurance Cover?

All Risks Cover

This is the most complete protection. It covers:

• Theft of your device
• Loss of your device
• Accidental damage (dropping it, cracking the screen)
• Liquid damage (water, coffee, or other liquids)

Theft and Loss Only

This option only covers theft and loss. It does not cover accidental damage. This costs less than All Risks cover.

Damage Only Cover

This covers liquid damage and accidental damage. It does not cover theft or loss. Your device will be repaired but not replaced.

Extra Options

Excess Buydown: Pay extra each month to reduce your excess fee by 50% when you claim.

Cyber SIM: Covers loss or theft of your SIM card, fraudulent cloning, and data restoration after a cyber-attack.

⚠️ What Is NOT Covered?

Your insurance will not cover these situations:

• Devices older than 30 days when you apply for insurance
• Devices used with a different number than on your application
• Battery and SIM card damage (unless stolen with the phone)
• Normal wear and tear or rust
• Mechanical or electrical breakdown not caused by an accident
• Damage caused deliberately by you or someone acting for you
• Loss or damage from computer viruses
• Devices that have been modified or tampered with
• Devices covered up to R6,000 only (higher value devices may not get full payout)

Monthly Premium Costs

Your monthly premium depends on your device’s retail price when you bought it. More expensive devices cost more to insure. MTN does not check your personal risk profile. Everyone pays the same for the same device.

Device Value	Typical Monthly Premium
Budget phones (R2,000 – R4,000)	R19 – R85 per month
Mid-range phones (R4,000 – R7,500)	R85 – R115 per month
Premium phones (Over R7,500)	R115+ per month

Excess Fees When You Claim

When you make a claim, you must pay an excess fee. This amount depends on when you claim and what type of claim:

Claim Type	Excess Amount
Repairable damage	R150
Total loss (stolen/unrepairable) – 1st claim	R350
2nd claim within 12 months	R750
3rd claim within 12 months	R1,000
Claims within first 60 days of policy	Additional R300 excess

✅ How to Get MTN Device Insurance

Step 1: Check If You Qualify

You can get insurance if:

• You are an MTN customer (contract or prepaid)
• Your device is less than 30 days old from purchase date
• You use the device with the MTN number you put on the application
• You have proof of purchase for the device

Step 2: Apply for Insurance

Contact MTN to apply. You can:

• Call 135 from your MTN phone
• Visit an MTN store
• Use the MTN App (download from Google Play or Apple App Store)
• Visit www.mtn.co.za

Step 3: Choose Your Cover Type

Select from All Risks, Theft and Loss Only, or Damage Only. Add optional extras if you want them.

Step 4: Provide Information

You will need:

• Your ID number
• Your MTN phone number
• Device make, model, and serial number (IMEI)
• Proof of purchase
• Date you bought the device

Step 5: Wait for Your Policy Document

MTN will send you a policy document. This proves you are insured. Your cover starts from the date shown on this document. If you are on a contract, the premium is added to your monthly bill.

How to Make a Claim

If your device is damaged, lost, or stolen, follow these steps to claim. You must submit your claim within 30 days of the incident.

If Your Phone Is Stolen or Lost

Step 1: Blacklist Your Device Immediately

• Call 083 135 from another phone to suspend your device
• Tell them your phone’s IMEI number (dial *#06# if you wrote it down)
• Ask for your ITC (Interconnection Technology) number
• This stops criminals from using your phone

Step 2: Report to Police

• Go to your nearest police station
• Report the theft or loss to SAPS (South African Police Service)
• Give them the ITC number from Step 1
• Get a SAPS case number
• You need this case number for your insurance claim

Step 3: Submit Your Insurance Claim

• Download the MTN App (Google Play or Apple App Store)
• Register and submit your claim through the app
• OR call 083 123 6084
• OR email mtnclaims@admyntec.co.za
• Provide your policy number, case number, and incident details

If Your Phone Is Damaged

Step 1: Contact MTN Insurance

• Call 083 123 6084
• OR use the MTN App
• OR email mtnclaims@admyntec.co.za

Step 2: Complete the Claim Form

• Provide your personal information
• Describe what happened to your device
• Include date of incident
• Attach photos of the damage if possible

How Long Does It Take?

MTN typically processes claims within 3 to 7 business days. Here is the typical timeline:

• Day 1: You submit your claim
• Days 2-3: MTN reviews and approves your claim
• Days 4-7: Your device is repaired or replaced
• Theft/loss claims: Replacement device delivered to your address or nearest MTN store within 24 hours after approval

🚨 CRITICAL: Insurance Scam Warning

Insurance fraud is rising rapidly in South Africa. The South African Fraud Prevention Service reported a 356% increase in impersonation fraud between 2023 and 2024. Protect yourself!

Common Insurance Scams

1. Fake Insurance Agents

• Criminals pretend to be from MTN Insurance
• They call asking for your banking details or CVV number
• They say you need to pay something immediately
• Reality: MTN will NEVER ask for your CVV or banking details over the phone

2. Fake Payment Accounts

• Scammers create fake bank accounts
• They send emails asking you to pay premiums into their account
• The email looks like it comes from MTN but one letter is different
• Reality: Contract customers pay through their MTN bill, not separate payments

3. AI-Generated Fraud (NEW in 2025)

• Criminals use AI to create fake damage photos
• They submit multiple false claims
• Insurance companies are now using AI detection tools to catch this
• Warning: If caught, you will be blacklisted and face criminal charges

4. Policy Hijacking

• Fraudsters impersonate you to get your policy information
• They submit false claims in your name
• They change the payout details to their bank account

5. SIM Swap Attacks

• Criminals swap your SIM to their phone
• They receive your SMS messages and one-time PINs
• They access your insurance account and submit false claims

How to Protect Yourself

• Verify ALL communication: If someone calls claiming to be from MTN Insurance, hang up and call 083 123 6084 yourself
• Never share OTPs: Do not give one-time PINs to anyone, even if they say they are from MTN
• Check email addresses carefully: Look for small differences in the sender’s email address
• Do not click links in SMS or email: Go directly to www.mtn.co.za instead
• Protect your IMEI number: Only share it with official MTN channels when making a claim
• Report suspicious activity immediately: Call MTN on 135 if anything seems wrong

Report Insurance Fraud

If you suspect fraud or have been scammed:

• MTN Customer Care: 135 (from MTN phone) or 083 135 (from any phone)
• Insurance Crime Bureau: Report suspected fraud
• SAPS: Open a criminal case at your nearest police station
• Financial Sector Conduct Authority (FSCA): 0800 110 443
• SABRIC (South African Banking Risk Information Centre): Report banking fraud

Your Consumer Rights

Under the Financial Services Act

You have these rights as an insurance customer:

• Right to clear information about what is covered and not covered
• Right to receive policy documents in writing
• Right to a fair claims process
• Right to complain if you are treated unfairly
• Right to privacy and protection of your personal information (POPI Act)

If Your Claim Is Denied

If MTN Insurance denies your claim and you believe it should be approved, follow these steps:

Step 1: Ask for a Written Explanation

Call 083 123 6084 and ask why your claim was denied. Request a written explanation via email.

Step 2: Check Your Policy

Read your policy document carefully. Make sure the reason for denial is valid according to your cover type.

Step 3: Lodge a Formal Complaint

If you still believe the denial is unfair, contact:

• MTN Customer Care: 135 (from MTN) or 083 135 (from any phone)
• Email: mtnclaims@admyntec.co.za

Step 4: Contact the Ombudsman

If MTN does not resolve your complaint within 6 weeks, contact:

• Ombudsman for Short-Term Insurance
• Phone: 0860 726 890 or 011 726 8900
• Email: info@osti.co.za
• Website: www.osti.co.za

Step 5: Report to FSCA

For serious complaints about unfair treatment:

• Financial Sector Conduct Authority (FSCA)
• Phone: 0800 110 443 or 012 428 8000
• Email: info@fsca.co.za
• Website: www.fsca.co.za

✅ Alternative Insurance Options

MTN Device Insurance is not your only option. Consider these alternatives:

1. Home Contents Insurance

How it works:

• Add your phone to your existing home contents policy
• Often cheaper than standalone cellphone insurance
• Your premium may be based on your personal risk profile (could be good if you never claim)

Consider this if: You already have home contents insurance

2. Other Mobile Networks

Vodacom Insurance:

• Similar coverage to MTN
• Premiums from R20 per month
• Different excess structure

Cell C Insurance:

• Underwritten by Hollard Insurance
• Includes SIM card cover

3. Independent Insurers

Companies like:

• Naked Insurance
• Pineapple Insurance
• King Price
• Old Mutual Insure
• Santam

Benefits: May offer more flexible options or rewards for not claiming

Consider this if: You want to compare prices and find the best deal

4. Save Your Own Emergency Fund

Self-insurance option:

• Save the monthly premium amount yourself
• After 12 months of R85/month, you have R1,020 saved
• After 24 months, you have R2,040 saved
• Use this money if something happens to your phone

Consider this if: You are careful with your phone and rarely lose or break things

Quick Comparison: Insurance Options

Option	Best For	Typical Cost
MTN Insurance	MTN customers who want easy billing with contract	R19-R115/month
Home Contents Policy	People with existing home insurance	Usually cheaper
Independent Insurers	People who want best price comparison	Varies widely
Self-Insurance	Very careful people who rarely make claims	Free (you save)

Get insurance if: Your phone costs more than R5,000, you carry it everywhere, or you rely on it for work. The peace of mind is worth the monthly premium.

Choose All Risks cover if: You use public transport daily, work in busy areas, or have lost or broken phones before.

Apply within 30 days: Do not wait. You cannot get insurance for older devices.

Write down your IMEI: Dial *#06# right now and save this number somewhere safe. You need it for claims.

Be alert for scams: MTN will never ask for your banking details or CVV over the phone. Always verify by calling 135 yourself.

Compare prices: Get quotes from MTN, your home insurer, and at least one independent insurer before deciding.