No trust in Momentum Health

We moved from Discovery Health to Momentum with the promise that they had been rated well and that we would receive better service from the agents in helping us with claims. Don't expect them to get back to you. I have been fighting for a PMB (my son's pneumonia) to be covered since October 2020 and have spoken to three different agents just in the last week. It took me an intense conversation to get "escalated" and when speaking to the escalation manager, I was told that she would e-mail me and get back to me about the query. I am still waiting... So many excuses about not having the correct documentation/proof of the PMB from my side and the doctor's side and when I asked for the manager to check the system, she found the necessary documents already on the system. Why do we pay the money we do monthly and then when we have a claim, it's rejected even when the doctor writes a motivation letter despite all the original diagnostic codes being correct. I honestly feel that Momentum just avoids paying out whatever they can and hopes that we will get frustrated enough with the process and eventually just give up. My trust in this company is gone.