A denial isn't always the end of the road. Roughly 1 in 8 disputed denials gets reinstated on review — usually because the customer brought evidence the underwriter didn't have the first time.
Read the rejection reason carefully
Every denied claim comes with a specific reason on the claim's detail page. The reason matters because each kind has a different recovery path:
- "Outside cover ceiling" — capped at your plan's max. Not a denial, exactly: you'll get the ceiling amount, just not the full loss. No dispute path because the math is the math.
- "Voluntary transfer" — we believe you sent the money yourself. This is the most disputed category. Bring evidence you didn't initiate.
- "PIN shared" — same idea, with a layer of "and your PIN was misused". Evidence path: phone or sim records.
- "Outside dispute window" — claim filed too late. Hard to reverse.
- "Insufficient evidence" — paperwork issue. Most easily fixed.
The 14-day dispute window
You have 14 calendar days from the rejection to file a dispute. After that, the decision becomes final. The dispute button appears on your claim's detail page in the portal — only one dispute per claim, so make it count.
What flips an outcome
- Police report you didn't submit the first time — for theft / SIM-swap claims especially
- MTN call logs showing you reported the issue to them within 24h (request from MTN customer support)
- SMS screenshots of the unauthorised debits, with timestamps
- Witness statements for in-person theft (corner shop owner, taxi driver)
- Bank statement proving you couldn't have sent the money (e.g. you were ATM-withdrawing elsewhere at the same minute)
How to write a strong dispute
Don't argue feelings. Make it factual:
"On 12 May at 14:23, GHS 350 was debited to recipient 0244XXX. I was at Trasacco Valley at that time, evidence: (1) MTN tower log attached, (2) my wife was with me — see witness statement. The recipient number is not in my contacts and has never been used by me. The PIN must have been compromised via the SIM swap reported to MTN at 14:31 (call ID attached)."
Bring data, not pleading. Underwriters care about facts that change the risk picture.
If the dispute is upheld (denial stays)
That's the end of the line within the LTX product. Two further options exist outside it:
- NIC complaints office — Ghana's National Insurance Commission accepts customer complaints against any regulated insurer. They review the file independently.
- Legal counsel — for high-value disputes, an insurance lawyer can review whether the rejection follows the policy wording.