Momentum Insurance – 4 Months Without My Car, No Accountability, No Communication

My car was ****** on 18 February 2025 and recovered two days later with minor external damage but severe interior damage. I logged a claim with Momentum Insurance immediately and was initially provided with a rental car, as per my policy.

Since then, the experience has been nothing short of a nightmare:

It took over three weeks for the car to even reach the assessor. Momentum failed to follow up with the panel beaters after the assessment report was completed, causing weeks of unnecessary delays. When I finally collected the car on 30 May, it was in terrible condition: still dirty, poor interior repairs, missing rear seats, incorrect tailgate, and unreplaced tires. I had to return it for further repairs. I had to chase them constantly—they never called me with updates. The only proactive call I received was on 5 June, nearly four months after the claim was logged. I requested a rental again due to the delay, and even that was poorly communicated. Avis called me directly—Momentum didn’t even inform me it was approved. As of 13 June, I still don’t have my car back, and I’m still paying my full insurance premium and vehicle instalments. Every time I call, I speak to a different person and have to explain the entire situation from scratch. There is no dedicated claims handler, no accountability, and no urgency.

Momentum has shown a complete lack of professionalism, empathy, and efficiency. I’ve lost time, money, and peace of mind. I’m now escalating this to the Insurance Ombudsman.

Momentum, this is unacceptable.