Momentum Insurance Claim Chaos

To the Insurance Ombudsman I am writing to formally complain about the handling of my insurance claim, CP***MS, by Momentum Insure, regarding damages to my swimming pool and associated systems. The lack of resolution, miscommunication, and prolonged delays over the past five months have been extremely frustrating and unacceptable. On 6 March 2025, I submitted a claim for storm damages, including a fallen tree that impacted my pool. Initially, a different contractor came on site with the Onecall team, but Instyle Pools was later appointed as the contractor. I believe they were not part of Onecall, as they have been unreachable except through Momentum whilst Onecall contractors were. Nonetheless, they took weeks to start the work. In late March, Instyle Pools eventually came and strangely fixed the pipes feeding into the solar panels, which I questioned since the supporting structure was not yet fixed. They then disappeared until I followed up. On 17 April, I received approval for the pool repairs, but there was no progress until 1 May. They can on 1 May to recast the pool and gave us instructions to refill it over a certain period, which we did. Allegedly, they returned to assess the pool pump but couldn’t due to another contractor's electrician not reconnecting the pool electrical wiring, and the pool's functionality was not assessed. Since then, we have not heard from them. Yet again, I complained. On 16 May, I was told the pool repairs were not approved like really 3 months later when pipes and the pool had ben recasted HOW? Their basis .. the solar panels were leaking, which contradicted previous assessments and approvals. The heating system, directly impacted by the fallen tree, had not been assessed at this point, yet it was declined. On 30 May, I received this feedback: The second amended report indicated that there are leaks in the piping associated with the solar panels, which falls outside their scope of work. However, it is linked to the pool pump, leading to an impact on the pump’s operation. Deterioration was detected in the piping related to the solar panels. Since this is beyond their scope, they are unable to provide a cost estimate for repairs, as it would necessitate work on the solar panels themselves. I complained again around 9 June and entered into a three-way call with Onecall. The agreement was that they would reassess the solar panels and pipes. No feedback was provided until I followed up again on 2 July, and this is the feedback I received the day after: Good morning Mrs Tlale, Trust this mail finds you well. Please note that I have been following up in the background with Joelene regarding the last conference call we had with the service provider 1 Call claims solutions. The report has been received by our service provider from the contractor but is inconclusive. I had not given you a call yet due to not having the full details of what we have discussed and won’t be fair for you. I have made another call this morning and was informed that once we have the completed and final report, it will be released to Momentum so we can discuss the way forward. The delay in the matter is trying our best in getting full information for a fair outcome as the reason for the re-assessment. Please note that I will continue in liaising with the relevant parties to have the claim finalized. Strangely, this was on the 3rd of July, yet the report is dated 13 June. Why is it only shared almost a month later? On 11 July 2025, I received a new assessment report dated 13 June 2025 from Knola Projects, stating the solar panels and pipes were "not claim related," despite previous repairs by Momentum's contractor. The report also claimed no clear evidence linking the damage to the tree collapse, which is perplexing. I am deeply concerned that Momentum Insure is basing their rejection on a contradictory report and ignoring the direct impact of the initial incident. The delay in providing a conclusive assessment and the continuous shifts in the claim's status are unprofessional. I request a thorough investigation into the following points: 1. The contradictory nature of the 13 June 2025, assessment report: Why are damages, particularly to the piping, now being deemed "not claim related" when repairs were already authorized and carried out by Momentum's service provider in March? 2. The significant delay in assessment and resolution: It has been four months since the claim was initiated, and the pool and its associated systems remain unresolved due to ongoing, inconclusive assessments. 3. The lack of assessment for the pool heating system: This component was directly affected by the fallen tree and has yet to be properly assessed. 4. Overall poor communication and service: The repeated need for my follow-up, coupled with missed calls and inconsistent information, has caused immense stress. I expect a clear explanation and a definitive plan of action to resolve this matter promptly.