ABSOLUTELY DISGUSTING SERVICE

If I could give a 0 star rating - I would! This year in April my husband an I had gotten married, once we were married it was time to get me onto his medical aid. On Friday the 19th April (3 days after we lost our baby) I had decided on the plan we were going to go onto, as my husband was currently on the Ingwe option. On the 30th April I had then sent through all relevant documents to add me on as a dependent as well as changing the plan to a Custom Any option. Please note i was in touch with a Broker at the time (Thandile) I then followed up with her on the 2nd May, with no response, again on the 6th may with no response. My mother in law then advised me that the mail needs to be sent through a separate email address (of which I was not advised from the beginning). I then resent the documents through on the 7th May with activation date of the 1st May (ref for that ***) I then got an email on the 9th May stating the following : Please note that the email address from which your enquiry was sent is not noted on our records. We require the principal member to complete the attached consent form, should they wish to give authority to a third party to enquire on their behalf. The attached information has been forwarded to our New Business department for processing. The reference number for your enquiry is ***. My husband then called that day, added me on as 3rd party and removed his mother (something which is STILL not done). On the 10th May I then sent through the documentation again. We then got a mail on the 10th. Please find attached letter for your attention to be signed, dated and returned (this was for a supplementary questionnaire with regards to my PCOS and my DNC) Signed, and returned on the 14h May. Morning of the 15th I received confirmation! Hoping this was now the end of my journey, think again. We then got a mail on the 16th saying that the principal member needed to fill out the document so my husband then signed and it was returned the same day, got the automated response that it has been received on the same day. On the 22th May, I had received a mail stating my exclusions (at that stage it was Hypertension) and realized the plan had not been updated to the Custom option (this had gone through to my husband). I then mailed back on the 24th letting you know that it was on the incorrect plan (ref ***) Got automated response on the 24th. By the 28th I had still not received any response from anyone, i then asked my husband to resend what i had sent through so that we could get a response. He then sent it through that same day and received automated response. On the 5th June my husband then received a mail to declare my health, we had signed and returned the document on the 6th June, automated response received. i hadn't had any response from ANYONE after that document had been sent through, i then asked my husband on the 24th July to see what was going on with the Medical and the let me know the last thing he has received was the automated response email. NO RESPONSE FROM ANYONE till the 10th May after a phone call was made to your call center asking what on earth is happening with my medical aid. We then got ANOTHER mail for Application for addition of dependant/s to Momentum Health, again confirming exclusion of Hypertension and FINALLY the correct plan of Custom any option. My husband had then signed and sent back the document. Only after receiving a statement at the end of July did i realize that i STILL haven't been added on the medical aid i then wrote an email August stating the below (please bare in mind we had also asked for banking details to be changed) : I see that you guys have still not updated my plan and you haven't changed the account details as asked to 3 times!

What have i got to do to get this sorted!!!??? Almost 3 months on the same issue that is NOT getting fixed!!!!

What on earth is the issue??? We have sent through all the documents needed! as well as signed and returned all we needed to!

After this mail finally i received the document to change my banking details which was signed and sent through (which was obviously the only thing you guys did right because lord forbid you dont get paid). After that we received another document stating the below: We acknowledge receipt of your signed acceptance letter dated 24/07/2019 however we are unable to activate your dependent with a 1/06/2019 start date. Please confirm a new start date no earlier than 1/07/2019. (Because your people take so long to action things we had to re-state my start date! which should not be acceptable!) My husband, by then EXTREMELY irritated and frustrated with the disgustingly lengthy process of this situation responded to the mail and stated the start date to be the 01/07/2019, automated response received NOTHING is said to either me or my husband after this! I then get a statement in the end of August, and i am STILL not on the medical aid... I then phone in again to see what is happening and i was told my husbands email was not received (as a side note, if you run a business with open references, surly you'd follow up???? Clearly not momentum...) I then figure out my husband had sent the mail to non-reply email (which i accept is our fault, but this should haven't even been a thing because this was meant to be sorted out MONTHS before) After then my husband re-email his response to healthnewbusiness email and we were then requested to REDO the application form because it was dated 23rd April (which is not my problem, this is your problem) I then printed the SAME document i sent through originally, re-dated it for the 04/09 and just stated that i was no longer on medication after my DNC. I then got asked to state what had happened during my DNC (as a polyp was found) i then sent through the doctors report stating it was benign, sent through and signed 05/09. FINALLY after that we receive a mail on the 6th September stating i have been loaded and that i now have exclusions for hypertension (which was the same as previously stated) and now all of a sudden my PCOS was excluded. I now have a 3 month waiting period, because you guys could not get your ducks in a row at the right times. I have done a pregnancy test and i am now pregnant again after losing our baby in the beginning of the year, and now you guys wont cover ANYTHING because of my exclusion! That is absolutely disgusting service and i want something done about it IMMEDIATELY! How dare you exclude me when your the reason this was not done in time! Had this been issued with the initial start date of 01/06 i would have already been out of the exclusion date and we wouldn't be sitting where we are. I would like some answers immediately as to what you are going to do to assist me! If i do not get the assistance i need i will be taking this matter further! Member Number 91 457 21 82