Dissatisfaction

I am extremely disappointed with the service I received. I was involved in an accident and tried contacting Momentum immediately. For over an hour, I could not get through to anyone while I was stranded and distressed. This is unacceptable during an emergency situation where clients rely on their insurer for urgent assistance. There was also no clear confirmation that my case had been logged. I constantly had to follow up myself instead of being proactively updated. The burden of communication was placed entirely on me. The assessor, Tiro Dulamo, informed me that I was “not patient,” which I found unprofessional and dismissive given the circumstances. Instead of feeling supported as a paying client, I felt blamed for wanting clarity and timely updates. Momentum decided to write off my vehicle instead of repairing it. It felt like the decision was made in their favour without properly explaining options or giving me sufficient engagement in the process. Tiro Dulamo only contacted me 7 days later, at around 16h00 when offices were about to close, leaving no real opportunity for a proper discussion or explanation. After the policy was cancelled, they also refused to refund my premium pro rata from the date of the accident, even though the insured risk ended when the vehicle was written off. This added further frustration to an already stressful situation. Overall, the lack of accessibility, poor communication, dismissive attitude, and refusal to process a fair pro rata refund have left me deeply dissatisfied.

I expected support and professionalism during a difficult time. Unfortunately, that was not my experience.