Momentum Health is NOT for International Students

Momentum Health has been my medical aid since 2013, and I have barely used it for a claim as it was mostly as a requirement for obtaining healthcare for purposes of study in South Africa. The few times that I have used the medical aid scheme since then (which may be 3 separate occasions since 2013), I have been thoroughly frustrated both by their processes, and their inability to communicate.

The final straw for me was this...I needed to get x-rays done on 17th December 2018 and everywhere I went, I was told that Momentum Health is not accepted because they delay with payments and are "useless"...yes, I heard the word useless a number times, but figured that it was just frustration talking. I called the helpline and I was told that I should use my own funds and I will be reimbursed, and there is a procedure for this to take place. I was sent a form, which I later discovered was incorrect, and only an update of my banking details. The person said they would push through the claim and I should wait for 4 working days. I sent numerous emails complaining and didn't get a response. I was then sent a list of all the proofs I had to submit, which I did. My claim was not processed, it was discovered later that they needed an invoice, and not only a receipt. I contacted them again, and explained that I was given a report, my x-rays, and a receipt only (as I was a walk-in cash patient). It has taken me almost 6 months of calling and interacting with "silly mistakes" and what can be interpreted as a high level of incompetence, and to date I have not received my funds back. 2 weeks ago they said they would pay out my refund, and they didn't. I contacted them today and they said it was declined by audit because the radiologist is not on their list of service providers!!! DO THEY NOT CHECK THE HISTORY OF THE CLAIM IN THEIR SYSTEM BEFORE APPROVING OR DECLINING?!?!????!?!? And then nobody told me. I had to call, and hold, and wait AGAIN to finally find this out. I had to start from scratch AGAIN and explain what happened, and the call centre agent escalated it while I stayed on the line. FINALLY...today, 30th May 2019, they are now telling me (as I was on hold while typing this) that I'm only getting refunded a basic rate because the radiologist charged more than they cover. If there was a service provider that I could have gone to...I WOULD HAVE USED THAT ONE!!! I had asked in December, prior to going to the radiologist whether I would be fully covered, and told that I would because I should have been able to access a radiologist, which I couldn't in the area that I was in. The level of error and disregard of their small customers is appalling!

After my medical cover expires in December 2019, I will NEVER use Momentum Health again. I would not recommend anyone to use them, they are horrible with customer care!!! The customer service operators are polite, but always just "escalate" and that is all. No feedback, no confirmation emails. If you're a student, you WILL STRUGGLE with Momentum, and especially if your resources are limited, they will frustrate you further, and hold onto your money for months, or send you round in circles. My recommendation is that you find another devil...especially ones where audit departments actually know how to sift through information and AUDIT! Goodbye Momentum. You are not a service provider, you're a means to an end!