Momentum insure: no1 worst insurance in SA

Beware of Momentum Insure – Prolonged and Distressing Claims Experience

I would like to caution anyone considering Momentum Insure to carefully evaluate their choice.

My wife and I insure three vehicles and household contents with Momentum Insure. This was our first claim, and the experience has been extremely stressful and prolonged.

On 23 January 2025, I was involved in a serious motor vehicle accident after colliding with a stationary truck. I lost consciousness and was transported by EMRS to hospital, sustaining a concussion and multiple soft tissue injuries. The accident was potentially fatal.

As of 27 March 2025 (nine weeks later), Momentum Insure has still not provided a meaningful outcome on our claim.

I am a medical doctor working in the public health sector in Durban, KZN. At the time of the accident, I had just completed a 36-hour on-call shift and was driving locally when I became disoriented due to roadworks and poor signage near the M13/N3 interchange.

Since lodging the claim, Momentum Insure has cited multiple and changing reasons for delay, including: • Initial resistance regarding the towing company used, despite being informed that I was unconscious at the scene. • Declaring the vehicle uneconomical to repair but attempting to exclude factory-fitted extras that were included in the insured value. • Appointment of a specialised claims investigator and repeated requests for extensive documentation, all of which were provided timeously. • Repeated insinuations of possible intoxication without evidence, communicated to my wife. • Requests for increasingly invasive documentation and broad waiver/consent forms unrelated to the accident. • Continued delays even after full cooperation and submission of requested information. • Most recently, the claim being questioned based on an alleged 119 km/h speed in a 120 km/h zone, raised only after weeks of prior delays.

At each stage, we were advised that providing “one more document” would finalise the claim. This never materialised.

We followed the internal complaints process, only to be redirected back to the same department involved in the handling of the claim, with our concerns dismissed and no independent review conducted.

The prolonged handling of this matter has caused significant emotional and psychological strain on my family. I required psychological support following the accident, and the ongoing stress has negatively impacted our work, marriage, and our children’s wellbeing.

Based on our experience, Momentum Insure appears to rely on delay and escalating investigative demands rather than providing timely support to policyholders during vulnerable periods.

We have lost confidence in Momentum Insure and feel it is important to share our experience so others can make informed decisions.