Momentum Health Refuses GP Consultation for Prescription Renewal Without Providing a Clear Reason

I am extremely disappointed with the service I have received from Momentum Health.

I am trying to obtain a GP consultation for a contraceptive prescription that I pay for myself. I am not asking Momentum to pay for the medication, only for access to a doctor to issue the prescription.

Yesterday, a doctor declined my request. Today, I called again and spoke to Dr Wilmarie who also declined the request. What is particularly frustrating is that I have previously used Momentum's GP services for prescription renewals without any issue.

Last month, when I enquired about renewing my prescription, I was told that I needed to wait until my current script had run its course before another prescription could be issued. Now that my prescription has in fact run out and I require a renewal, I am being refused assistance.

To make matters worse, neither doctor was able to provide the specific rule, policy section, or benefit exclusion that prevents them from assisting me. Instead, I am repeatedly referred back to the call centre without receiving a clear explanation.

I have been a loyal Momentum customer for years and hold multiple products with the group. I do not expect to be treated in this manner, particularly when I am simply seeking access to a doctor for a legitimate healthcare need.

Momentum, please explain:

Why was this service previously available but is now being declined? Under which specific policy or benefit rule is this refusal being made? Why are members being sent between doctors and the call centre without receiving a clear answer?

This experience has been frustrating, inconsistent, and unacceptable.

#MomentumHealth #CustomerService #MedicalAid #MemberExperience #HealthcareAccess