Dumbfounding customer service

Yet again I have had to take to hello Peter regarding this pathetic insurer, their putrid staff and subpar customer service.

On Friday 20/09/2024 my family and I were in an accident where another driver lost control of his vehicle and drove into me on the N3. I had my 3 month old and 5 year old babies, as well as my wife with me in rhe vehicle.

I immediately called momentum emergency and got through to a lady named Thando who took down my details and created a reference for me, she advised that I should let her know if I am able to get home and if not she will send me a tow truck and I would need to get my family booked in until I am able to get home. By the grace of God I was able to drive my family home at a rate of 30km/h where we arrived at 1:25am as getting them home to safety was my main priority. The next day 21/09/2024 I went to my local police station and laid the accident report and was given the accident report number. On Sunday 22/09/2024 I called momentum again to follow up with the claim and spoke to Refilwe who advised that Thando had closed the reference that she created. Refilwe then created a new reference and advised me that a tow truck would come through to fetch my vehicle as I had assessed the damages and found the suspension to be broken and in a none drivable condition. Shortly after that call the flatbed arrived and we had great difficulty loading the vehicle on it but managed to get it on, Refilwe advised me that the vehicle was going to be dropped off at the assessment center named Gobid in Isipongo however it was not, and instead dropped off much closer to me at a BMW approved repair shop which I was happy about due to my vehicle being in OEM condition.

On Monday 23/09/2024 I called Momentum to lay the official claim when I spoke to Twari who attempted to forward me to the relevant department when the call got dropped. Twari called me back and put me through to the correct department where I spoke to Seipati who took down all the relevant details, laid the claim as well as arranged for the courtesy vehicle for me, she requested that I send her my logbook as well as a conversation I had with the other d4iver wherein he admits to driving into me after losing control of his vehicle. When speaking to Seipati as well as the previous call center agents I made it very clear that I was stationary when my vehicle was driven into by the other driver, I also made it clear with Seipati that my vehicle is in OEM condition and I would like OEM parts fitted to the vehicle which she made note of. I fetched the courtesy vehicle and continued as normal. On Wednesday 25/09/2024 I had to email Seipati for an update on my vehicle at 11am and only then was I advised at 1:17pm that my vehicle was assessed on Monday 23/09/2024. Thereafter on 25/09/2024 at 3:27pm Seipati contacted me to request my warranty document for the vehicle as the assessor had quoted on non original aftermarket parts for my vehicle even though my vehicle was and still is fully OEM as I had made sure to spend the money in keeping it same since brand new. I sent through the warranty document at 3:31pm and awaited further feedback. On 26/09/2024 I received confirmation of receipt of my document at 8:36am. On Saturday 28/09/2024 I received a call from Seipati wherein she advised me that the assessor from Netassess has stated that they will not be fitting OEM parts on my vehicle, completely disregarding the fact that my vehicle is in complete OEM condition and has been so since brand new as I had spent the money to keep is as such as well as taking out a warranty on the vehicle to ensure same. I explained same to Seipati and requested that she send me the claim report as well as ask her manager to contact me which she advised would only be today 30/09/2024. Seipati has not sent me the report yet and a short while ago at 8:36am I received a call from an extremely RUDE and ARROGANT person named Ntakadzeni Netshisaulu who claims to be the manager of Seipati. She was abrupt and rude as well as had zero customer service nor way of speaking to a customer. She disgustingly and rudely stated that she will not be fitting OEM parts on my vehicle, even after explaining to her that I have kept my vehicle OEM since brand new and have had previous claims on my vehicle where OEM parts were fitted. She rudely stated that those claims were a mistake and she will not be making the same mistake as those people mainly the previous claim where I was in an attempted hijacking and manager Jack Molala assisted me with my claim. When asked where in the policy wording does it state that Momentum will not fit my vehicle with OEM parts Ntakadzeni Netshisaulu states that it does not say same and that it does not say that Momentum will fit OEM parts either.

I refer back to the previous complaints and stress I have been put through by this company where my vehicle policy was canceled without my authority and had I not noticed this on my own from the policy schedule that my vehicle was not covered, as well as having to wait for a month for someone to get back to me regarding the claim I laid after an attempted hijacking that I had as well as having to go back and forth with the previous repair shop that my vehicle was went to by Momentum.

Is this really the level of service I am meant to receive from an insurer who I have my Buildings insurance, contents insurance, life insurance, portable possessions as well as vehicle insurance with? Is this what spending thousands of rands every month gets you from Momentum Insure?

I am dumbfounded as to how I have stuck with this insurer throughout all this and believe it's about time I put my foot down and put a stop to being pushed around by this insurer and it's *********** staff