Momentum insurance

Hope all is well.

I was hoping you could assist.

My bakkie was involved in a accident, almost 50 days now. Momentum advised that it, be taken to Durban Central Assessment Centre(on a flat bed). The bakkie stood there, for almost a week & a half, with no follow up, from Momentum,to both assessment centre/assessor or myself, on the status of the vehicle. I recieved a call, the following Friday, from a female at the Assessment Centre, advising me that my vehicle has been written off and Momentum has assigned SMD to collect the bakkie. I rushed over & asked, the way forward. She advised that I remove my valuables before the bakkies taken. I removed what I could as it was aa Friday afternoon & I had rushed from work.. I called Momentum, whilst at the assessment centre(Friday) & requested to speak to Danton but was told he was not available. I did advise my case to Dantons fellow agent and was told to remove whatever I could before they remove the vehicle. As it was late, I went back the next morning(Saturday), to remove my roof rack, which got damaged in the rush as I panicked to remove as I was advised that the truck would be collecting the bakkie at anytime.

The Monday morning, I sent a mail to Danton,advising him that my vehicle had been written off. He advised that, that's not the case as he has no record of this from the assessor. He did advise that his fellow agent did notify him that I called. He further advised that he would take the issue up with the assessment centre as the vehicle was not a write off. Also advised that they would fit the bill, to repair or replace the canopy, due to me damaging whilst rushing to remove.

I collected a hired vehicle from Avis(Ross burgh), which we are currently utilizing for business.

The following week,, the vehicle was taken to Durban Central(Sydney Rd). I recieved a quote, that the repair would cost approximately R14000.

I recieved a message from Avis, stating that the 30 day vehicle hire is up & needs to be returned. I notified Danton & hire was extended to 10 days more.

For over a month & a half, I have been recieving weekly messages stating that the repairer is still waiting for parts.

I recieved a call from Avis, stating that the vehicle needs to be returned. I called Momentum as Dantons last mail was that he & his manager have taken it up and awaiting feedback from higher management, for further extension. The agent advised me that Danton is off sick(16/08/23),but he would escalate and Dantons manager would call me but no response from Momentum.

I recieved call from Avis today, advising that the vehicle needs to be returned today. I called Momentum(claims), the agent advised that Danton has no line as theres IT issues. I find all this strange as he no longer contacts or responds my emails. His manager has not made a single attempt to contact me as well. I was advised by the agent(Denise), that the claims manager is not available and they cannot assist me further.

The issue I face is that, the hired vehicle is being used for work and if returned, it will be loss of work as there will be no transport. I understand that, the hire was extended but all the delays/miscommunication/non-follow up could have been avoided by Momentum. I have been a loyal Momentum client and the service I have recieved is, so not good. I am honestly considering weighing my options, with another insurer,,as well as social media as the treatment Im recieving is Poor.

Could you please assist me as it's very stressful as Avis keeps calling and Momentum have basically shut me out.