Appalling Customer Service

On Saturday, 04 December 2021, I contact Momentum Insurance at 12:07 to process a claim on behalf of my 81 year-old mother who’s fridge had stopped working. I was assisted by Thulani. During the registration claim I clearly informed him that the fridge had stopped working, and since no one in the house was a technical we had no idea what caused the damage. Thulani asked whether there had been anyone who had worked on the fridge, and I confirmed that no one had worked on the fridge since it had been bought. I also asked that this matter get resolved urgently as the groceries in the fridge were getting damaged since the fridge had stopped working from Friday. Thulani advised that the insurance first had to send out a service provider to assess the damage so that we can see what the next step would be. He said that I would receive a call from Panaservice on Monday, 06 December 2021, to make an appointment for their assessment. We waited for the call from Panaservice but no one called. I had to call Momentum to find out what was happening with our claim and when we can expect the assessor to call as it was already after 15:00 and we had not heard from them or received an update from Thulani. Thulani advised that he will contact them and get them to call us. Again I stressed that this needed to be sorted urgently cause food was getting damaged and we already had to throw away some of the food on Sunday already. Thulani then asked if I do not know someone who can get the assessment done for us. He chose to ask me this question on Monday after 15:00, when he could have told me this on Saturday when we registered the claim. I got a call from Panaservice at 16:20 on Monday, and they confirmed that they would send a technician out on Tuesday, 7 December 2021. When the technician arrived he assessed the fridge and asked my 16 year old son if anyone had opened the back part of the fridge and asked me the same question. The fridge has never been moved since the day it was bought. No one in the house would have any reason to open the back of the fridge. When I asked the technician to clarify the reason for his question, he said that the reason the fridge was damaged is because someone had disconnected the fan causing the coolant to be damaged. He said that this would have had to have been done by someone. Again I told him that no one has even moved the fridge, it’s a big fridge and it is heavy. The dirt under the fridge would also give a clear indication that the fridge is never moved. So his theory about the possible damage was flawed. We reported this matter to the insurance 3 days ago, we have to call to follow up and nag about when the assessor would get here, only for him to insinuate that the damage to the fridge was intentional. The service received during this claim has left a bitter taste in my mouth, there is no way I would ever recommend Momentum Insurance to anyone. They have no sense of urgency, have no real consideration about what the client is going through, but are more than happy to receive their high priced premiums every month.