Momentum Health is not worth your time

This is my second review regarding my experience with Momentum Medical Aid, and unfortunately it reinforces my concerns from the first experience.

I signed up with Momentum for a hospital plan in December after experiencing difficulties with the sign-up process since November. At the time of joining, I had no medical aid in place and was advised that there would be no waiting periods, including no general waiting period. All information provided during my application was accurate and complete to the best of my knowledge.

On 7 January 2026, I discovered that I was pregnant. At the time of joining Momentum, I was genuinely unaware of my pregnancy. Had I known, I would have disclosed this immediately and consulted a doctor earlier. My obstetrician registered me on the Momentum Maternity Programme on the same day.

When I contacted Momentum on 7 January 2026, I was informed that the matter needed to be investigated due to possible non-disclosure. I explained clearly that I was unaware of the pregnancy at the time of joining. Later that same day, Momentum emailed me requesting medical documentation from both my obstetrician and GP confirming when the pregnancy was diagnosed.

On the evening of 7 January 2026, my doctor’s office contacted me to inform me that Momentum would not be paying the claim. However, on that very same day, I also received an email from Momentum welcoming me to the Maternity Programme and providing me with an authorisation number. Based on this communication, both myself and my doctor’s reception staff reasonably believed that I had been accepted onto the programme and that no further documentation was required.

On 13 January 2026, I received an email from a Momentum representative (Linda) stating that the required forms were still outstanding and that my case had been closed. I attempted to contact him multiple times on 14 January 2026 before eventually receiving an explanation that the documents were still required. Despite this, my obstetrician later confirmed on 14 January 2026 that the claim had been rejected. I nevertheless submitted the requested documentation.

Subsequently, I was informed that additional documentation was required from my GP. I queried what information was expected from my GP, as I had not visited my GP since 2024. This query was never responded to. On 15 January 2026, I followed up again, only to discover that the representative handling my case was on leave.

My main concern is the lack of clear, consistent, and transparent communication throughout this process. I received conflicting messages, including a formal acceptance email with an authorisation number, followed by a rejection that was later described as an error. This has caused unnecessary stress and confusion during an already sensitive time.

Despite repeatedly explaining that I was unaware of my pregnancy at the time of joining, and despite submitting the requested documentation, there has been no clear guidance on what is required, what the outcome is, or how the matter will be resolved.

Based on my experience, I would strongly caution prospective members to consider alternative medical aids that provide clearer communication, consistency, and better customer support.