Bad, Bad Service Claim CP049500

<p>I was involved in an accident on 27th July 2016 with my 2 sons and 2 friends some of us were transported from the scene to hospital and hospitalised.</p> <p>I made contact with momentum shortly after and they appointed Mr. Raymond Govender to investigate the matter and a Mr. KEAMOGETSWE HOEANE as the claims advisor which till today has not made any contact with me.</p> <p>Never in my life have I been so ill treated by a representative of Momentum. I was treated as a ******** and was accused of various things. Mr. Govender broke so many promises and he just treated me with disrespect.</p> <p>After 9 weeks since the accident I received a call from Mr. Govender to advise me that my claim has been repudiated due to excessive speed. When I ask him how did he calculate the speed I was told there are various instruments on the vehicle that can determine the speed. I am awaiting a letter from Ford to confirm this.</p> <p>I then asked him to confirm everything in writing. The letter he sent me stated that my claim has been repudiated due to ‘Due care and precaution’ that’s it. Momentum refuses to make any information, reports, findings etc available to me as I was told it is their property.</p> <p>During the investigation I phoned the momentum call centre on various occasions to find out the status of my claim and every time I was told there is nothing loaded on the system and I must contact the investigator (the guy who has been treating me with disrespect) directly.</p> <p>Since the first day he came to see me he promised to arrange a rental vehicle for me the same day which he did not do. I phoned him 3 days later to establish when he will arrange the vehicle. His exact words to me is he forgot and I must call the call centre myself and which I did.</p> <p>He also promised to send me all the documentation that he requires the same day. I waited almost 3 weeks before I made contact with him to find out where the documentation is. The delay on my side was due to the fact that I was badly injured and recovering.</p> <p>He told me he did sent it to my son who is not the policy holder. Well my son and his mom check their emails and nothing was received. Why didn’t he follow up with my son or myself if he did sent it? I requested him again to forward it to me. I did forward all the information to him and again we waited and I made first contact with him again to find out status of my claim.</p> <p>I was promised on 3 occasion’s i.e. 2 Fridays and 1 Monday that he will have a result. Deadline days came and no word from Mr Govender. I even wrote him an email to advise him that this delay is having an effect on my health, my livelihood and family and 3 days later after another email he responded that he understand the stress I am going through. He suddenly became a doctor and diagnosed me with stress.</p> <p>My son and I have been extremely co-operative supp**** him with all documentation and gave him sufficient time to do his investigation.</p> <p>On 6 October another email was sent to him requesting various information and again no reply has been received to date. On 5 October my daughter in law called Momentum to find out what the appeal process is and she was told I am not allowed to appeal as that is their final decision to contact the Short Term Insurance Ombudsman.</p> <p>The next day I called myself and spoke with a lady and she said she will find out and email me. She did keep to her word and sent me the mail. What it says is that I must put in writing directly to Mr. Govender as to why and reasons for my appeal – the same person who has broken every promise made to me?</p> <p>This decision is so unfair where is the management of momentum to pick up a phone and call me let me state my case to another person. When I called I was not allowed to speak to anybody high up. I just feel Mr. Govender won’t give me a fair opportunity to state my case as he made his decision on day one.</p> <p>I have been a loyal client of momentum paid my dues when necessary but nobody and nobody should be treated like this. The day the claim was rejected I received a survey from momentum to evaluate Mr Govender and Mr KEAMOGETSWE HOEANE as they were in contact with me.</p> <p>Well I told them that Mr. Govender’s service was very bad but I have never heard of this KEAMOGETSWE HOEANE he never made any contact with me – not even until today.</p> <p>Mr. Govender also promised me that all premiums deducted since accident will be reimbursed to me. A lady made contact with me on 5 October informing me that she will calculate the amount due and will advise me accordingly. Guess what I am still waiting for her call or email. As a matter of fact nobody at momentum made any contact with me. Not even to find out whether I am happy with the investigation and service.</p> <p>I have noticed that momentums sales team are brilliant as per various compliments on here but there after sales service is totally poor. Seems like when they can collect money from clients they are all smiles but when they must pay out they all hide away.</p> <p>There is still a lot of other information which I will not divulge on this platform as I am awaiting legal advice. I am also considering taking this matter to other social platforms as well. The public should know how momentum treat their clients. This is a matter of principal and nothing else. An e-mail was sent to Mr. Govender on the 5 October as I was given 48 hours to collect my vehicle and was on business in Cape Town, I asked for an additional 3 days grace as I would incur costs to fly home and collect my vehicle as well as a written request as per your very own complaints handling policy for all information available that influenced momentums decision, I am still waiting for an acknowledgement or receipt of e-mail – it seems all my correspondence goes into a big black hole. This is my request on this platform for someone senior get in touch with me before I follow the next step in the process to the Ombudsman. I have abided by all your policies and processes, what’s strange is that your company set the processes but are unable to uphold them. </p>