Getting authorisation was close to impossible

Earlier this month, I had surgery on my knee. Upon scheduling the surgery with the doctor for 2 weeks time, I emailed and phoned momentum health to get the authorisation for this procedure. Every time I phoned them they required new information, despite my doctor sending through every code required. Eventually, they said I required an ultrasound as well as the MRI evidence that my doctor had looked at, which makes absolutely no sense as an MRI is much more accurate than an ultrasound when it comes to ligament damage.

I had my MRI in the USA and they refused to acknowledge this as an official form of an MRI as the format of the report was not one that they were used to. My othropedic surgeon even emailed Momentum a letter saying that he had viewed the MRI and gave an extensive report on his findings. I could not email the MRI images to them as it requires a special program to read the disk.

The most frustrating part, was that every time they required new information, they would not email or phone me to request it. I would only find out once I phoned them and then they would give me a new hoop to jump through. Furthermore, once I submitted the new information they said it takes 24 to 48 hours to review.

Eventually, on the morning of my surgery, still without authorisation...I phoned them in a state only for them to tell me that the only thing that they were missing was my member number. Something I sent them in the first email I ever gave them and also gave to them over the phone everytime I phoned them. They even doubted me so I forwarded them the email, only for them to authorise me 15 min later and apologise.

I also found their hours ridiculous as the surgery was the day after the public holiday and they do not have one person available to assist with claims. I understand that most businesses close on public holidays, but one would assume that you could get hold of someone for a medical claim 7 days a week, especially in times of emergency.

Furthermore, every time you email them you get a new reference number. They should allow you to talk to one person from the start of the claim and have one reference number as trying to navigate through over 10 different reference numbers wastes time and creates a confusing conversation. Dealing with different people each email is an absolute nightmare.