Outstanding Provider Payment Still Unresolved After Three Months

I gave birth at the beginning of March 2026 and, despite numerous follow-ups, my service provider is still waiting for payment from Momentum.

Over the past three months, my broker, the service provider, and I have all had to follow up repeatedly. Unfortunately, we have received different explanations from different departments regarding the delay, making it extremely difficult to obtain a clear understanding of the situation.

The claim was eventually approved and payment was reportedly released in mid-April. However, we were then informed that Momentum did not have the banking details of the service provider, despite the provider being registered with Momentum. After further emails and phone calls, the banking details were updated on 24 May.

When payment was still not received, we were advised on 2 June that a request needed to be submitted to have the payment released again. We comp**** with this request, expecting the matter to finally be resolved.

However, after payment still had not been made, we contacted Momentum again today. We were then informed that the payment request had been sent to the wrong department, which is why no payment had been processed. This is yet another explanation in a long series of conflicting reasons for the delay.

To make matters worse, we have repeatedly requested to speak with a manager in an effort to escalate the matter and obtain a resolution, but have been unsuccessful in doing so.

My biggest concern is the lack of communication between departments and the apparent absence of ownership in resolving the matter. Progress only seems to occur when we actively follow up, rather than through proactive management of the claim. The responsibility for driving this matter to resolution appears to have fallen entirely on the customer, the broker, and the service provider.

I have been a Momentum client since 2013 and am extremely disappointed by this experience. More than three months after the birth of my child, an approved claim remains unpaid, and no one has been able to provide a clear explanation or definitive resolution.

I would appreciate urgent intervention to ensure that the outstanding payment is made and that this matter is finally resolved.