Adnan Adams Mohammed
Customers of MTN Ayo Insurance, the insurance arm of the MTN Ghana Limited have raised concerns about the ‘dubious’ manner in which the micro- insurance policy runs on the telecom network.
Customers complain that, the Ayo insurance operators would do an unusual premium deduction on a customers’ account without recourse to the customer.
One of the aggrieved customers who spoke to Economy Times on a condition of anonymity complained that on 12th of September this year, an amount of GHC130 was deducted from his account as premium without giving any prior notification.
He revealed this is not an isolated case as such unusual deductions have been their modus operandi.
According to the complainant, he dialed *928*101#, the short code for making enquiries and lodging complaints and spoke to Faustina, Beatrice, Percy and Henry on different occasions to get the deduction reversed but this was to no avail and he was told that it is an “automatic” deduction, despite it being outside the usual premium payments rate in the insurance contract. When he quizzed further and asked what happens if he does not have money in his mobile money account, the response was that “they would send me a notification as a reminder”.
“So, why was a notification not sent to remind me of the deduction?,” he asked.
“Aside paying this GHC130 premium, they deduct GHC4 every month as hospital cover but when I was sick and hospitalized for more than two weeks and a claim was filed, I was paid only GHC80 after contributing and paying my premium for several years”, he complained.
He notes that some other policyholders have similar complaints.
“I think the regulator should take keen interest in some of these complaints and begin to investigate to bring some level of sanity within the industry”, he suggested.
Ayo Insurance is a micro insurance product offered through the MTN Group to its subscribers in Ghana. It provides affordable insurance options for individuals and families, including: Ayo Family Cover which provides up to GH₵ 15,000 for funeral expenses and up to GH₵ 300 per day for hospital stays. It also offers MyHospital Cover for up to three family members for GH₵ 15 per month each.
Ayo Pay & Drive provides motor insurance cover for a minimum of seven days. Ayo Recharge with care provides insurance cover based on a premium deduction from your airtime. The more MTN airtime you buy, the more cover you get. Send with care provides triple the amount you’ve sent via MoMo over the previous four months.
