Momentum Health – Inhumane Delay in Emergency Medical Authorization

Good day,

If I could give Momentum a -0 rating, I would.

I have been left deeply traumatised and disappointed by the way I was treated during a life-threatening medical emergency.

I gave birth on 30 June 2025. Just seven days later, on 07 July 2025, I was rushed to the trauma unit after suffering a pulmonary embolism in my lung. I required urgent admission into high care. However, Momentum refused to provide authorization at the time.

Instead, I was told that an investigation needed to be conducted to determine whether I had a pre-existing blood clot condition that I had not disclosed. While my condition was critical, my husband and I waited in trauma from 11:00 AM until 5:00 PM for an authorization code.

We were informed that a form had been sent to my doctor to confirm that I had no prior history of blood clots. It was later discovered that this form was only sent the following day. This shows a complete lack of urgency and care for my life during a medical emergency.

Due to this delay, I was transferred to a government hospital, where I had to spend several days without my newborn baby—an experience that was both heartbreaking and traumatic.

A consultant contacted me the following morning with an authorization code, but by then it was too late, as I had already been admitted elsewhere.

This experience has left me feeling traumatized and extremely disappointed. Momentum showed no urgency, compassion, or accountability in a life-threatening situation. As a paying client, I expected support when I needed it most—not delays that put my life at risk. Momentum cannot be trusted with the wellbeing of its clients, and I fully intend to take this matter further.

How many mothers or patients will be placed at risk in critical moments due to this kind of handling? Pulmonary embolisms are a known and serious risk after a caesarean section, and tragically, many mothers have lost their lives as a result. This makes it even more concerning that my case was not treated with the urgency and seriousness it required. The treatment I received on 07 July 2025 was nothing short of inhumane.

I believe no patient should ever have to endure what I went through, especially in a moment where every second counts. I expect immediate attention to this matter. Failing a satisfactory response, I will be escalating this complaint to the relevant regulatory bodies, as no patient should ever be placed at such risk due to administrative delays.