PATHETIC MOMENTUM JUST PATHETIC

The only pleasurable experience I have ever had with Momentum was when I was signing up my mom for the Ingwe plan. After that is was just utter frustration and extremely poor customer service from Momentum.

Momentum approved an optometrist visit and later declined to pay because it was in the waiting period. Even though we were aware of the waiting period, the optometrist called Momentum to check what my mom is covered for and that is when the approval was provided. Even though we provided all dates and references it was declined and we never heard those "recorded" calls. HOW DID THE MOMENTUM STAFF APPROVE SOMETHING BUT THE CLIENT IS IN THE WAITING PERIOD? Surely it should have been on the system.

I had 2 senior consultants contact me for this however, no one came back to me instead they informed my elderly mom that they just WON'T pay for the optometrist costs even though it was Momentum that approved it.

Now with an x-ray claim there was missing information however Momentum ONLY communicates via the statements on rejected claims. Unfortunately, the statement is sent to my moms email and not mine thus she did not look at it. What confuses me is how can such a big provider have only 1 method of communication? What about the older clients that do not use technology as must as I would?

We have never missed the R1500 payment to the scheme but Momentum always miss their responsibilities. This type of service for the cost is pathetic and Momentum is basically *****ing from us and all the consultants do is explain what Momentum has in place, my question is so why are those minimal existing processes failing - no surprise that no answer can be provided for that.

In essence if you as a client miss anything on a claim it is up to you to do Momentums job and get what is required. Lastly, consultants have such a scripted response that it indicates that they do not know HOW to actually resolve a problem, all they are trained to do is tell clients over and over and over what the provider has in place, sorry that DOES NOT solve the issue at hand because clearly what is in place does not provide the desired outcome.

PATHETIC MOMENTUM JUST PATHETIC