Urgent Complaint Regarding Unjustified Cancellation of Medical Aid and Lack of Support for a Sick Child

I am writing on behalf of a family member who is experiencing an extremely distressing situation with Momentum Health Care, which has left her child in a vulnerable and concerning position.

She has been a loyal member of Momentum since May 2024, alongside her toddler, Caleb. In February 2025, Caleb fell seriously ill, requiring immediate medical attention. The pediatrician recommended hospitalization for further tests due to an issue with his ******. Despite the urgency, Momentum Health initially failed to approve the hospitalization, spending almost two weeks investigating Caleb’s medical records to determine whether his condition was pre-existing. After these delays, they confirmed it was not a pre-existing condition, yet rather than authorizing the hospitalization, they canceled the medical aid entirely.

Momentum claims the cancellation was due to a previous GP visit the little boy had for an ear issue prior to joining the medical aid, which was allegedly not disclosed. This reasoning is both unjust and irrelevant, as the ear condition is entirely unrelated to the current health issue the boy is facing. The lack of authorization for his hospitalization, followed by the cancellation of the medical aid, has left the family without any coverage during this critical time.

We are appalled by the lack of professionalism, empathy, and proper care from Momentum Health. My family member trusted Momentum to provide care and coverage, but now they are left to face the consequences of Momentum's unreasonable decision. Caleb is in urgent need of medical care, and Momentum’s actions have only made the situation worse.

This entire situation is an injustice. We demand an immediate reversal of the cancellation and the authorization of Caleb’s hospitalization without further delay. If this issue is not resolved promptly, we will have no choice but to escalate the matter to regulatory bodies and seek legal action for the distress, inconvenience, and lack of coverage during this critical time.

I strongly advise anyone considering Momentum Health Care to carefully assess their reliability and commitment to their members. If this issue is not resolved swiftly, I will personally ensure that others within my very wide connections on all social media platforms are fully informed about the poor service they provide.