Momentum unhelpful in time of emergency

On Wednesday 27 December 2017 my wife, who is a dependent on my custom momentum option (R3000pm) since 1 August 2017, has serious pain in her bladder.

We then consult her doctor who diagnosed her with bladder infection with possible kidney infection and prescribed antibiotics. After 2 days she is still in pain and we decide to go to the emergency section of Rosepark Hospital in Bloemfontein.

Keep in mind our custom option allows for any hospital.

After a scan to search for possible kidney stones (which momentum also does not pay for), she is diagnosed with kidney and bowel infection and needs to be admitted to hospital for at least 3 days for treatment.

Momentum then refuses to admit her into hospital saying as she is has not been on the medical aid for a period of 1 YEAR, they first want to investigate if this is not a recurring problem from her previous medical aid. If she then wants to be admitted, an amount of R17 000 has to be paid in full before she even receives a bed. Thereafter we ourselves will be liable for all further hospital expenses.

Also keep in mind that one has to provide proof and history of previous medical aid before momentum accepts the new dependant, which we did in July 2017.

Unable to pay the R17 000 we are sent home by friendly Rosepark medical staff apologizing for our medical aid service.

It is now 1 January 2018 and momentum still has not enquired about her health or progressed in their “investigation” of her previous conditions.

We are extremely unhappy as there were NO waiting periods stipulated and full benefit was supposed to be applicable from the 1st of August 2017.

What are medical aids for???