Dispute on Rejected claim_ No resolution

I am writing to convey my deep frustration with the service I have experienced from Momentum Insure and their brokers. Since December 24, 2025, I have been attempting to resolve a claim for a windscreen replacement, without success.

Despite numerous calls made by both my mother and me to the brokers at ***), we have received minimal follow-up. Initially, the request was assigned to Naleen as the claims broker/consultant while Lukas Van Aswegan was on leave. Naleen repeatedly assured us of a callback, which never materialized. When I finally managed to reach her, she informed me that my claim had been rejected via email, a decision I contested as my policy does cover the windscreen. She then promised that a Momentum consultant would contact me, which did not happen.

I called Naleen again and requested that she escalate the matter for resolution. Eventually, Saravan from Momentum Insure reached out to me but still maintained that the policy did not cover this claim. I explained that the policy document explicitly includes the windscreen in the coverage. Saravan assured me that he would refer the matter and get back to me, but I never heard from him again.

In frustration, I contacted Naleen once more, escalating the matter, yet nothing resulted from it and I requested that she provides a direct contact number for Momentum Insure as they weren’t assisting as despite being the broker(s). I expressed my desire to discontinue any dealings with them as brokers. When I reached out to Momentum Insure directly, I spoke with Bongezi on January 6, 2026, who assured me that the matter would be escalated. However, my mother did not receive a callback.

On January 8, 2026, I contacted Momentum again and spoke with Akani, who advised that no notes were placed on the system in this regard ( i.e. dispute/back and forth tussle) and advised me to follow the dispute channels in the policy. I don’t as advised however, this led me back to the same consultants, and I had to explain my situation again to Mark this time, only for the call to be cut off without resolution.

I am repeatedly told that the claim is not covered under the policy, even though on multiple occasions to various persons at Momentum I explained why I am disputing the rejection. The dispute is that the policy document received by my mother explicitly mentions the cover of the windscreen in a whole separate section with NO conditions and /clauses stating that only in the event of certain incidents will be windscreen b covered.

I am extremely dissatisfied with the service I have received and the continuous runaround. Having to repeatedly explain my case without any progress is incredibly frustrating.

Thank you for your attention to this matter. I look forward to a prompt resolution on the matter expecting that the claim will be honored.