Disgusting service

My husband and I met with a bad accident and dealing with Momentum through this difficult time has been absolutely **********!

First before approving the claim, I needed to provide a 10 year history of insurance claims. When we joined Momentum, they did not ask for any of this however when there's a big claim they require this information before providing authorisation. I was told that this was incase I need to pay for more than the required access. It felt like they were looking for an excuse to not pay the full value of the claim.

Through a lot of calls and struggle with previous insurers, we managed to obtain the required claims history and the claim was authorized. We were not given the opportunity to choose the service provider to carry out the repairs on our car, it was just moved to a company and only when we called did they inform us where our car was taken. The service provider who was authorized by Momentum had the car for almost 1 month and did nothing! They were "waiting for parts". When we called another service provider, we received email confirmation that the parts would take 2 days to obtain.

Momentum refused to accept responsibility for any delays, their communication was extremely poor which I had to initiate at every stage. They do not care about their customers. The service provider they selected was terrible and rude. We were told that their SLA with Momentum was that they need to finish repairing the vehicle within 15 days, after receiving all the parts, so they were well within their rights to keep my car for ALMOST A FULL MONTH AND DO NOTHING!!!

I have spent 166 minutes on the phone with Momentum and that's excluding all the calls to their service provider.

The courtesy car was only for 30days, Momentum extended it for all of 3days when their supplier delayed. I was then without a car for more than 2 weeks which costed me R2600 in uber trips. I received my car back 3 weeks ago and since then I have had to take it back 5 times because they did not do a good job.

Disgusting service from such a massive organization.

If you're looking to choose an insurance especially over #BlackFriday, do not choose Momentum!!!