Disappointing, disgusting service. Do not insure with them

Dear Momentum Insurance,

I am writing to lodge a formal complaint regarding the unacceptable manner in which my recent claim has been handled. The entire process has been frustrating, deeply unfair, and has left me questioning the integrity of your service.

To begin with, it took an unreasonably long time for anyone to assist me with my claim. The delays were completely unacceptable and only added to the stress of dealing with damage to my home.

Secondly, I was never informed about the requirement for a house evaluation until I submitted a claim. This was never explained or even mentioned when I initially took out the insurance policy. It is extremely unfair to introduce such critical information only when it benefits your side — at the time of a claim.

What’s even more frustrating is that instead of fixing the actual damages to the property, you have chosen to settle the claim with a payout — and a much lower amount at that. The justification given was that most of the damage was supposedly not caused by the geyser, which I strongly dispute. It feels like yet another tactic to avoid paying out what is due.

Furthermore, I completely reject your claim that our house is valued at R2.3 million. This so-called “evaluation” is a lie — no one was ever sent to physically inspect or assess the property. How can you claim a value without a proper, professional evaluation?

And finally, we reported roof damage, and to this day, we have still not received any assistance. The lack of urgency and response is beyond disappointing.

It is clear to me that all these delays, excuses, and questionable decisions are aimed at avoiding a proper payout on this claim. As a paying customer, I feel misled, mistreated, and disrespected.

I demand immediate attention to this matter and a transparent explanation of how these decisions were reached. I also request a proper re-evaluation of the claim and expect the damages — including the roof — to be addressed without any more excuses.

I am warning all current clients under this insurance to move their business to a reputable insurance company before they experience the hell I have experienced when I had to claim