Extremely bad service and staff members not being able to provide basic information

I would like to share a bad experience that occurred to me on the 4th November 2024.

My vehicle was broken into and valuables we taken. I contacted my insurance "Momentum insure" and provided all relative information that was requested by my consultant.

After providing all information I received a call on the 8th November 2024 from my consultant and was advised my claim has been rejected.

It was explained that I can follow a dispute process of which I did on the 11th November 2024.

After giving a overview of what happened and also stated that I had taken matters up with the Ombudsman, I received a call from a senior manager and was advised that Momentum made a mistake and that I was indeed covered for the loss.

I have emails from Momentum stating matters would be finalized on the 15th November 2024.

After doing follow ups for on the 15th and 18th, I eventually got a call back just before end of business day yesterday 18th November.

Momentum that already confirmed that they had made a mistake wants to settle a claim that is not even half of what I am covered for on my plan and furthermore excess is amounting to more than what was advised on email.

I have always had great things to speak about with Momentum insure for almost a decade.

Im beginning to lose faith in the brand and all because of people not being able to read a policy correctly.

If a mistake is happening with me, I can only imagine there are many other customers that do not dispute the matter. Which technically means that the company is getting away with unjustified measures and clients like myself is feeling like we getting ****** twice.

Nobody wants to call me to explain everything in detail.

I hope current customers with the Momentum Insure reads this article and if there is a claim that gets rejected please follow up and also read through your policy as staff members might be reading it in a hurry and has a flawed oversight.