**Extremely Disappointing Service from Momentum Health – Poor Communication and Unresolved Claims**

**Extremely Disappointing Service from Momentum Health – Poor Communication and Unresolved Claims**

My experience with Momentum Health has been absolutely unacceptable, and I am seriously considering cancelling my membership and taking my business elsewhere.

On 28 July 2026, I had to undergo an emergency MRI scan. I was required to pay **R6,816.02 upfront**, which I did. I then submitted all the relevant claims and supporting documents to Momentum via ***, expecting the matter to be processed. However, nothing was resolved.

On 3 August 2026, I was admitted to the hospital for emergency surgery. Once again, I was required to make a substantial co-payment of **R12,616.10**, which I paid.

It is now 28 October 2026, and only after repeatedly trying to follow up and finally managing to speak to someone at Momentum have I discovered that Momentum had already paid approximately R30,000 directly to the hospital, while I had also paid R12,616.10 out of my own pocket. I now have to approach the hospital myself to arrange a refund for the amount that should not have been charged to me.

As for the MRI claim, I am only now being told that additional documentation is required from the hospital or the doctor who performed the scan. Why was I not informed of this months ago? Why did nobody contact me to explain what was missing? Instead, I have been left to chase answers and try to resolve everything myself, three months after these medical events took place.

The communication from Momentum has been appalling. Getting someone to answer the phone is a challenge in itself, and the emails I receive are often confusing and unhelpful. There seems to be no proper follow-up, no clear communication, and no sense of urgency when it comes to resolving members' claims.

**What makes this even more frustrating is that Momentum has no problem collecting my monthly medical aid contribution on the exact due date, every single month. Yet when I need assistance with urgent medical claims and thousands of rands are at stake, I am left chasing answers for months.**

These were emergency medical situations, and I paid thousands of rands upfront while trusting that my medical aid provider would process my claims and communicate with me properly. Instead, I have spent months trying to get answers and am still dealing with the financial and administrative consequences.

**This is simply not the level of service one expects from a medical aid provider.** Members pay their contributions every month and should not have to spend months chasing claims, refunds, and basic answers from the very company that is supposed to assist them when they need medical care.

I am extremely disappointed and frustrated with Momentum Health. At this point, I have lost confidence in their ability to manage my claims efficiently and communicate with their members professionally. I am seriously considering cancelling my membership and moving my business to another medical aid provider.

Momentum Health needs to take accountability, improve its communication, and treat its members with the urgency and respect they deserve.

**I expect Momentum to provide a clear explanation for these delays, resolve my outstanding MRI claim, clarify exactly which additional documents are required, and assist in ensuring that the hospital refunds my R12,616.10 without any further unnecessary delays.**

Paying for medical aid should provide peace of mind, not months of frustration, uncertainty, and unnecessary administrative stress.

IF I COULD GIVE THEM A 0 STAR RATING I WOULD!!!!!!!!