CALL CENTRE IS USELESS

Item: Momentum Health
Rating: 1
Author: YOLANDE N

Called Momentum this morning to get an authorisation number for a patient. (Call ***) They took down all the details and told me to email them the patients x-ray and quotation.

I called back at 11:13 to find out if the x-ray and quotation was received. They put me through to different departments three times and kept me on the phone for 45 minutes to check if they have received an email. It is ridiculous to say the least !!!!!!!!!!!!

I don’t have lots of patients not only this one!!!! So the call centre agent advices me very casualty that on the plan the member is on the procedure is not covered (Call Reference no ***) So why did the person I spoke to earlier not just say so in the first place???????????? It would have saved me a lot of time and irritation It is very clear that Momentum is not user-friendly as no one knows who does what. It is also very clear that their service suck big time

Helpful (0)

Replies (2)

Momentum Health's replyOfficial

07 Nov 2022, 12:42

Good day Yolande

Thank you for bringing this enquiry to our attention. We will call you to discuss.

Kind regards
Jody Saunders

Momentum Health's reply07 Nov 2022, 12:42

Official

Good day Yolande

Thank you for bringing this enquiry to our attention. We will call you to discuss.

Kind regards
Jody Saunders

YOLANDE N's updateReviewer Update

07 Nov 2022, 14:25

So Momentum phones and keeps telling me they need more information from me over and over and over. You also keep saying the procedure has not been declined yet. Well I cant exactly book a theatre and anesthetist for maybe can I?

It is real easy:
One I called in and was asked to send you an xray and quote
This was send at 09:30

I called back at 11:13 to find out if the x-ray and quotation was received. YOUR CALL CENTRE AGENTS DID NOT KNOW WHO TO PUT ME THROUGH TOO.

I spoke to three different agents in three different departments having to give all the practice detail and patient details three different times.

The last agent I spoke to (Call reference number ***) informed me there is no benefit for the procedure the patient is having.

I cant see what else you need????????????? You can surely track the call reference number to a specific agent.

You keep saying it has not been declined yet - does your call centre agent then not know what she is talking about? What does the member plan type say?

Please be kind enough to email me should you need any further information

YOLANDE N's update07 Nov 2022, 14:25

Reviewer Update

I spoke to three different agents in three different departments having to give all the practice detail and patient details three different times.