Businesses beware of Momentum Insure and Motus Ford Germiston. Worst ever experience...

I am writing to express my extreme dissatisfaction with the handling of my insurance claim under Momentum Car & Household Insurance, via Allegiance Risk Solutions Pty Ltd. As of today, my vehicle has been out of commission for seven weeks. This unacceptable delay has severely impacted my livelihood as a self-employed estate agent who relies daily on this vehicle for business and personal needs.

Background: On Sunday, October 20th, I swerved in a parking lot to avoid a potentially fatal accident, with my family in the car, returning from church. The vehicle jumped the pavement, causing an oil leak and a minor mechanical issue, which I observed upon driving the car 2.7 km back to my residence. The car was then collected for inspection on Monday, October 21st.

Since then:

The vehicle has been transferred to various so-called service providers, each insisting I sign a disclaimer waiving my claim because “no visible damage” was detected. Motus Ford in Germiston was appointed to assess the damage. Their report shockingly estimated repair costs at R170,000, alleging ongoing poor maintenance as the root cause. Momentum has used this report to deny my claim, refusing to acknowledge the direct causal link between the accident and the damages. My Concerns: Delayed Resolution: After seven weeks, I am still without a vehicle, nor have I received any satisfactory explanation for Momentum's refusal to honour the claim. Dismissal of Responsibility: Momentum’s stance that the extensive list of damages is solely due to "poor maintenance" is unjustified. Many of the items requiring repair were serviced or replaced just over a year ago, including the transmission. Inflated Repair Costs: The R170,000 quoted is excessive and raises questions about the accuracy and integrity of the assessment conducted by Motus Ford. Impact on My Livelihood: This vehicle is covered under your business use policy, and I have always met my obligations as a policyholder. Yet, I have been left to shoulder the financial burden of lost income and operational inefficiencies for over a month. Despite being insured, I have effectively been abandoned in my time of need, without even the courtesy of a replacement vehicle or a clear decision on my claim.

My Expectations: Immediate resolution of this claim: Either approve the necessary repairs or provide a detailed, evidence-backed explanation for the denial. Compensation for the prolonged delay: The inability to use my vehicle for seven weeks has had a significant financial impact on my business and personal life. Accountability for service providers: Investigate the R170,000 repair estimate from Motus Ford and its alignment with the actual damage caused by the incident. If Momentum Insure and Allegiance Risk Solutions cannot resolve this matter promptly, I will escalate my complaint to the Ombudsman for Short-Term Insurance and take legal action if necessary. Your failure to act responsibly undermines the trust customers place in your brand and the promises made through your policy agreements.

This situation is not only a breach of contract but also a failure in customer care that is deeply disappointing for a company of your standing. My expectations would be to just restore my vehicle to the state it was in before the "accident" or refund me all the installmentes that I have paid in this vehicle because you were never going to honour this claim anyway. One also cannot call anyone directly at Momentum to get a clear understanding of what the hold-up is or when repairs will be effected. We are now going into a season where repair companies are going into shut-down time for almost a month which means we are again without a vehicle and are still expected to pay for what we don't have?

Sincerely, Gavin Zeelie Policyholder