Momentum Insure - Frustrating Claim Process, Poor Communication

on the 14th November, I had a car accident where someone drove into me. While it wasn’t a major accident, dealing with Momentum Insure has been far worse.

I followed all the required steps: reported the incident at the police station and submitted all the necessary documents to the designated email addresses. After waiting almost a week with no response, I called Momentum Insure only to be told they hadn’t received my emails. This was despite following their exact instructions.

After resending everything, I waited three more weeks to be told that an assessor would evaluate the car. Net Assess, based at Renewit in Umhlanga, assessed my vehicle. The assessor asked me which repairer I preferred, and I specifically requested Palace Panel and Paint in Umhlanga, as they are the only Peugeot premium auto body repairer in the area. He assured me he’d recommend them.

However, the assessor’s report came back recommending Renewit in Umhlanga, directly against my instructions. I contacted Momentum Insure, and a call centre agent confirmed that they would change it to Palace Panel and Paint and get quotations. But the very next day, I received an authorisation for Renewit instead!

I responded immediately, highlighting the mistake and referencing the prior conversation. Since then—over three weeks now—I’ve received no response. I’ve followed all their instructions, including putting the claim number (CP***MS) in the subject line and sending it to the specified email addresses. Yet, their email system seems completely ineffective.

What’s worse is the lack of proper assessment. I informed the assessor about issues with my air conditioning after the accident. He dismissed it as a simple gas leak, but a check at Bosch revealed the compressor was damaged, likely due to the collision. This was not properly assessed, and it feels like corners are being cut at every turn.

This experience is appalling. I’m paying a fortune for insurance on a 10-year-old car—more than I did when it was new—but receiving substandard service. This isn’t the first time I’ve faced such issues. Last year, my wife’s car claim also required a fight to get it repaired at Palace Panel and Paint, who did an excellent job.

Momentum Insure’s communication and service are shocking, and it feels like they’re pushing customers toward subpar repair options. It’s been a month and half now, and this matter remains unresolved. I expect this claim to be sorted out immediately and my car repaired by Palace Panel and Paint as initially requested.

Momentum, please listen to your recorded calls for this claim and address the issues urgently. This experience has been nothing short of a nightmare.