Is Momentum planning to train their call centre agents - Questions regarding chronic benefit

I have sent an email to Momentum to find out if they will cover my chronic medicine if I upgrade to the better chronic provider. It will cost R1000 more a month in premium and therefore its not really a good idea if they do not cover the medicine I am prescribed.

I sent a mail asking this questions and The answer from Momentum is below. It is so frustrating, I have no more confidence in their answers. In the last month I have not received one correct answer to any queries I sent in. I am at the point that I want to change my medical aid. The call centre agents need to be seriously trained or I can not see that the company could survive. I think their only saving grace is that people are uninformed.

Dear Title and surname

Chronic benefit enquiry

As per the chosen option the member’s chronic provider is the state.

Herewith the chronic registration procedure for members on the state chronic provider option:

• The member needs to make use of a state facility on the state facility list. Momentum Health will only cover members if they use a facility on this list. • Failure to comply will result in non-payment of the claim. • The state facility doctor and member needs to complete the attached chronic application form. • The completed application form needs to be submitted to the scheme for processing. • Once the medication is authorised, the member should obtain medication from the state facility. • The state facility will dispense the medication available to the member.

The reference number for your enquiry is ********** 72.

Should you have any further enquiries, please do not hesitate to contact us at ********** or call us on ***.

We look forward to being of further service to you.

Kind regards

Sudhir Chandanram Service Consultant Momentum Health Correspondence 201 uMhlanga Ridge Boulevard Cornubia 4339 www.momentumhealth.co.za

Momentum, a division of MMI Group Limited, an authorised financial services and credit provider FSP6406

MOMENTUM HEALTH AWARDED THE PRODUCT SUPPLIER OF THE YEAR - HEALTH

The reference number for your enquiry is ********** 17.