Disappointed poor service

Dear Momentum medical aid / Baby Yumyum Team,

I am reaching out regarding a billing dispute R650 from Medwell SA for the 2nd visit on 05/12/2024 related to the nurse home visit for my baby, Autumn Rose, under the Ingwe Option.

I have attached TnC on email below status the following.

Your terms and conditions state:

"We know how stressful it can be to leave the house with a newborn, so for your convenience, we will organise for a nurse to come to you.

On the Ingwe Option, you have access to a nurse home visit the day after your return from hospital and a nurse visit 2 weeks after your initial nurse visit."

Given this clear wording, it is my understanding that both visits should be covered. However, we were recently billed R650 from Medwell SA for the 2nd visit on 05/12/2024, which contradicts the stated benefits.

I’ve been back and forth with medical aid telling me different stories that it’s cover then it’s not. I called again telling me now it only covers one visit. TnC are misleading and no one mention once that two visits are not covered.

Furthermore, when we initially called your call center to inquire about immunisation, we were informed that immunisation was not covered—but at no point was it mentioned that the nurse visits themselves would not be covered. Had this been communicated upfront, we wouldn’t have proceeded with the booking in the first place.

Since my daughter’s birth, dealing with Momentum has been more of a struggle than a support system. My partner and I have spent excessive time resolving issues that should have been handled smoothly by our medical aid—something we pay for consistently and expect to work efficiently. Please clarify why this charge has been app**** and rectify the situation accordingly.

I expect a resolution as soon as possible.

Looking forward to your prompt response.