Deeply disappointed with Momentum Health Solutions

I am writing to register my deepest disappointment and anger with Momentum Health Solutions, Rand Water Medical Scheme and Afrocentric. As my sole point of contact, however, this complaint is directed towards Momentum Health Solutions. Afrocentric were previously the administrator for Rand Water Medical Scheme. Momentum Health Solutions, as administrator, took over in January 2026. My mother has been on the Rand Water Medical Scheme for decades – up until some time during 2025 (ie last year), when we were unaware that she had been taken off the medical scheme, apparently due to a series of communication errors, when information was allegedly sent to her, but she never received it because incorrect details were used. Thereafter, my mother’s medical scheme membership was terminated. It appears that these communication errors happened while Afrocentric was the administrator. However, as a family, we only discovered that she was no longer on the medical scheme when my mother was ill at the end of January 2026 (ie this year) with a life-threatening illness. When she was on the very brink of being admitted to hospital, only then were we informed, to our horror (by Momentum Health Solutions, as the new administrator), that her medical aid was no longer in place. As we could not afford the costs of a reputable private hospital, we had to treat my mother at home, which was most certainly not ideal. Fortunately, with care and medication as well as time, she was able to make a slow recovery from an illness that should have been treated in hospital under a specialist’s care. I have since pleaded - on multiple occasions - with Momentum Health Solutions to assist us in liaising with Rand Water Medical Scheme to reinstate my elderly mother onto the medical scheme. I have specifically noted that as a family, we were aware that the original errors took place under Afrocentric, and not Momentum Health Solutions. When we supp**** proof of the communication errors, Momentum Health Solutions did not seem willing or able to adhere to our request to escalate the issue with the medical scheme itself, even though we had set aside monies to pay up the outstanding premiums – a position with which we now have a serious issue and believe is completely unacceptable. When an elderly woman’s life has been on the line, and evidence has been submitted that wrong contact details were used by the previous incumbent, you would think that a company with the words ‘health solutions’ in its name would do their utmost to assist in rectifying such a serious wrong. Sadly, this has not proven to be the case. I have always been a supporter of Momentum as a company in other areas of the business. To date, however, in our experience, Momentum Health Solutions has not displayed the same company ethic, care and concern that is shown elsewhere under the overall Momentum banner.

I look forward to communication from someone who is willing to assist us, in good faith, in achieving the goal of getting my mother back onto the medical scheme as soon as possible.