Disgusting Service

I was recently involved in an accident whereby my vehicle was not drivable.

I then followed the following procedure: • Lodged an accident report at my local police station. • Submitted my claim using the accident report reference. • Momentum then approved the claim and collected my car at my home address. • I then collected a rental car at Avis.

A Momentum assessor then assed the car and sent an assessment report to their preferred panel beaters as well as myself.

When receiving the assessment report, I noticed that all the damage was to be repaired and none of the parts were to be replaced. Momentum then insisted that “VIP Fleet Solutions” panel beaters repair the damages incurred to the car. 3 weeks later without any feedback from Momentum or “VIP Fleet Solutions”, I then phoned “VIP Fleet Solutions”.

The shop manager (Marcel) then assured me that my car would be available by 26th April 2018 (In time for the rental car to be returned) and that there was a delay due to an authorisation needed from Momentum for the replacement of a new bonnet for the car.

The rental car is now due in 2 days and after numerous phone calls to Momentum and talking to a hand full of *********** call centre agents in the Claims Department, none of the call centre agents are able to assist me with any feedback or confirm if my car will be available before the rental car is due. The call centre agents then keep on promising that they will phone me back with any feedback, they never do.

With this being said, one of the call centre agents rudely informed me of the following:

“If there was a delay on our (Momentum) side for any reason then we will ensure that your car rental is extended. However, if there was no delay on our side then we will not be extending the car rental period.”

This means that I will not have any transport due to Momentum’s assessor not assessing my vehicle correctly and Momentum not following up with their preferred panel beater.

I find this customer service disgusting and wouldn’t recommend Momentum to anybody. A fee is charged on my insurance policy for a courtesy car to be provided should any unforeseen circumstances like this happen.

Momentum handled the claim from the collection of my vehicle, therefor I do not see how I am responsible for any delay whatsoever.

2 years prior to this another claim was submitted and the excess amount has still not been paid back to me, to my understanding the excess amount should have been refunded to me +- 4 months after the claim was submitted, still waiting.

Momentum Reference: Claim Number: CP 099 358 Momentum Claims Department Call Centre Agent: Bronwin