Shocking service! Momentum Health admitted their mistake but still not settling approved procedure!

I am writing to express my extreme dissatisfaction with the denial of my bone density test claim. On 13 February 2025, I underwent a bone density test, having received prior written approval from Momentum Health, along with the approved doctor billing codes. The doctor’s bill, which was submitted to Momentum Health, accurately reflects these approved codes.

Despite this, Momentum Health is declining to settle the bill. Your representatives have contacted me twice telefonically, acknowledging an internal error and stating that the denial was due to a misunderstanding as the bone density test was actually only due in 2026, and that additional staff training is required.

However, I cannot accept this explanation. The mistake on Momentum Health's end should not result in me being responsible for the cost of the test. I insist that Momentum Health honor the claim. If this is not resolved, I will be escalating the matter to the Council of Medical Schemes.