Momentum Insure’s Emergency Assist – From Trusted Service to a Nightmare

I’ve always recommended Momentum Insure to others because of their competitive premiums and historically smooth claims process. However, my recent experience has been atrocious, to say the least.

In the Free State, whenever we call Momentum Emergency Assist for plumbing or electrical issues, they usually struggle to get someone out to us promptly. When they do, it’s always the same company that responds. Because of this, Momentum has told us on multiple occasions that we can directly call that same company ourselves and then submit the claim afterward.

This time, I followed that exact advice. I had a leaking pipe that was wasting a significant amount of water, so I called the same plumber they usually send, expecting to handle the claim with Momentum afterward. Normally, if I waited for Momentum’s coordination, we wouldn’t see help until the next day.

What followed was nothing short of a nightmare. I was passed around between agents repeatedly before finally reaching someone who wasn’t even sure how to handle the situation. She said she needed to speak to her supervisor, only to come back and subject me to what felt like an interrogation—treating me as though I had done something wrong. I was told to write a detailed email explaining everything and send it to a specific address.

I did exactly that on 17 July—nearly two weeks ago—and have yet to receive any response. This level of service is unacceptable. I genuinely felt like I was being treated as a suspect instead of a loyal customer simply following their own recommended process.