Inadequate Assistance from Momentum During Daughter's Medical Emergency Abroad

We were involved in a motor vehicle accident in Dubai in January 2025. My daughter suffered the worst injuries, having fractured her pelvis. She was taken via ambulance to a government hospital in Dubai. After conducting scans and X-rays, the hospital immediately insisted on performing an urgent operation. My instincts told me to request the scans and send them to an orthopedic specialist I trust in Cape Town. The surgeon confirmed that while surgery was necessary, the extent of the proposed operation in Dubai was excessive and not required. To make matters worse, her leg was stitched by a student doctor, leaving a visible and badly healed scar. We now have to consult a plastic surgeon to repair this damage. I immediately contacted my Momentum broker, who confirmed that my cover includes a medi-vac benefit and advised we could move my daughter to the private American Hospital in Dubai. My daughter is only 16 years old, and the government hospital refused to allow my wife to stay at her bedside, my daughter was severely traumatized and terrified to be left alone in a ward filled with adult males. After days of getting no real assistance and being passed from one agent to the next, I had to ask my travel agent to intervene. She informed us that Momentum does not have an office in Dubai which was sold to us our momentum agent, contrary to what we were told, and that the information being given to us by the Momentum agent was entirely incorrect. Thanks to my travel agent's persistence and dozens of calls, my daughter was finally transferred to the American Hospital. Due to the nature of her injury, she was not allowed to leave Dubai until she had undergone surgery and proper rehabilitation. She had four bolts surgically implanted in her pelvis, followed by intensive physiotherapy. Doctors provided formal documentation stating that she had to travel back to Cape Town lying flat, with oxygen and blood thinners administered during the flight. Despite having confirmed medi-vac cover, we had to pay out of pocket for: • Medical business-class flights for my wife and daughter • A private medical transfer from the hospital to the airport • Additional accommodation and living costs during the extended stay Once we returned home, we continued to face obstacles. The Momentum agent handling our case is no longer employed, and we were simply told to submit a complaint. For a long-standing client, this treatment is unacceptable. We had confirmed international travel and medical evacuation cover, and yet Momentum failed to act when we needed them most. . All we are asking for is accountability and the reimbur*****t we are rightfully owed. We urgently request that Momentum properly investigates our case and honors the cover we were sold if you have cover for medi-vac which is was more expensive than what we had to pay for from our own pockets then why can we not be re-imbursed as everything is medically related