Formal Complaint Regarding Poor Service and Customer Experience

I am writing to express my extreme disappointment with the level of service I have received from Momentum across multiple touchpoints.

My premiums were recently increased by approximately R600 per month. While I was offered a R200 discount and subsequently received a call from a senior manager, I was still left with a R400 increase on my premium. Unfortunately, I remain dissatisfied with the outcome and the manner in which my concerns were addressed.

In addition, after being a loyal client for four years, I recently used the Home Assist service for the first time. I paid the service provider, only for the same problem to recur one month later. When I contacted the Rescue Department for assistance, I was transferred directly to the service provider. The service provider was exceptionally rude and unprofessional, speaking to both myself and the claims adviser in a disrespectful manner. When I requested to speak to a manager, I was informed that the manager was busy with other matters and would contact me later. Instead, I was left dealing with a consultant who was attempting to resolve the issue.

To make matters worse, I have now been waiting approximately four days for corrections to be made to my NCB letter, as it contains inaccurate information. Despite multiple interactions, this matter remains unresolved.

When I look at these experiences collectively, I have to ask: when did Momentum become a company associated with such poor service standards? Across client service, claims, and support departments, I have experienced a complete lack of client-centricity. At every stage, I have felt unheard, passed around, and left to follow up on matters that should have been handled professionally and efficiently.

As a result of these ongoing issues, I have started exploring alternative insurance providers. This is disappointing because my overall experience as a customer has been genuinely disheartening.

I would appreciate a call from a professional complaints manager who has the authority to take ownership of my concerns, engage with the relevant departments, and provide timely feedback and resolutions. At present, I feel that none of my concerns are being properly addressed, and I am losing confidence in Momentum's ability to deliver the level of service its clients deserve.

I look forward to receiving urgent feedback and a meaningful resolution to these matters.

Kind regards,