Pathetic Service from Health Advice and Engagement Adviser Ms Lee Rudolph at Momentum health.

I have had the worst experience with Health Advice and Engagement Adviser Ms Lee Rudolph at Momentum health. This individual requires immediate training or be removed from this position with immediate effect. Her actions, advice and utter incompetence will surely result in loss of new business or worse, bring Momentum into disrepute or be found guilty of a libel.

(1) I had placed an online query with Momentum to have a consultant call me back in order to purchase a new policy. (2) I was called back timorously and Ms Rudolph requested answers to a wide range of questions following which she provided me a quote for my mum and one dependent and went on to request a number of supporting documents. (3) I had comp**** and supp**** all documents to her. I was then advised that the affidavits were insufficient and did not contain the information she had informed me over the phone and thus required revisions. (4) I comp**** with this again. I was then emailed to tell me that the affidavits still required additional information. At this time it became obvious that Ms Rudolph was changing the requirement every time we spoke telephonically, so I emailed her to request that she write back electronically indicating verbatim what needs to go into the affidavits. (5) There was no reply for close on a three days causing me to have mum go to the police station and get another affidavit. (6) Please note that my mum is old and has no transport so that meant me arranging an Uber and getting the neighbor to assist her over the three times that an affidavit was requested. (7) I had then supp**** the third affidavit which was exactly the same as the second one only to get Ms Rudolph respond stating that she re looked at the initial affidavits sent to her and they were sufficient and they wasn’t a need for the third affidavit. While frustrating - I had overlooked this as mistake and the cost implications this had on me. (8) A week a passed and there was no communication from Ms Rudolph or anyone at momentum so I emailed them to inquire about the delay only to have Ms Rudolph tell me that they were attending a company function and she would not be able to assist me until Monday. (9) You are reminded that a month has since passed from when I app**** to purchase this policy. I informed Ms Rudolph of my dissatisfaction and requested that I speak to a manager – who unsurprising was not at the office. Apparently “sometimes they come in and other times they don’t. (10) I then requested that I speak to another consultant because Ms Rudolph's incompetence and apathy was becoming more and more evident. She clearly didn’t want to assist me or didn't have the motivation to assist me at the level i expected. (11) She had comp**** with my request and I was then asked to email all my documents to Mr Johash Nair on the promise that he would call me at a specific time to confirm the details. (12) Based on the promise I had made myself available the entire day to take his call. No call was ever made and another week had passed. (13) Ms Rudolph then called me on Monday to confirm the details and inform me that all requirements had been met and the policy was now gone for underwriting. (14) I then get a call from Rochelle Francis who informs me that the quote Ms Rudolph had given me was incorrect and the revised quote was almost double now. (15) I had rejected this stating that I had wasted an entire month complying with Ms Rudolph requirements based on the quote she had given me. (16) Ms Rudolph then called me to apologize for giving me the wrong quote and confirmed that the quote Rochelle had given me was in fact correct. This was the almost double one. (17) I had found this so strange and almost ********** because my mum was on momentum before and nothing had changed regarding her income so I queried this again. (18) At this time Rochelle called me back to inform me that the system made a mistake. Yes, Momentum's risk profiling system, the system that generates a premium based on your income and risk, etc. had made a “system error” and the premium that Ms Rudolph had initially given me on the day I was initially quoted was in fact correct.

Please note: If i had not queried this i would have assumed that the quote was too high and not gone through with the policy. Just imagine how many potential new clients have been lost due to this " system error"

(19) I then get an email today requesting more documents from my mum despite Ms Rudolph informing me that all the documentary requirements were met. While this means another inconvenient trip of getting an Uber and the neighbour to assist my mum and take her to the SASSA offices - i just don't trust momentum now.

(20) At this time, almost 6 weeks later, I have had enough. This is absolutely not the level of service I know momentum is capable of providing. This almost feels like an internet **** with me providing confidential documents repeatedly with no avail. (21) I am a health care provider myself and have had dealings with momentum for years and I was and remain absolutely flabbergasted by this shoddy, mickey-mouse, *********** level of service.

(22) To be totally honest, no matter how much money and effort Momentum invests in advertising and attracting new business and clients, if these individuals are there to carry through the process – it’s going to be a wasted investment. (23) Please can I have a legit, competent person from momentum call me and assist me in carrying this through?