MOMENTUM IS AN UTTER DISGRACE FOR THE WHOLE SHORT TERM INSURANCE INDUSTRY!

We have been struggling since about 12/04/2023 to obtain a full police document for both policies held by my grandmother. She has been paying her premiums on BOTH her policies respectively since about 2006 and 2011. However, when she was admitted to hospital in April this year with an upper respiratory tract infection and wanted to claim from her one policy for the first time since taking it out, we were faced by one problem after the other. 1. We made COUNTLESS phone calls to Momentum and Alexander Forbes to try and find out how to claim from the particular policy (that pays out a cash amount in case of hospitalisation due to illness or an accident.) After spending almost all day on the phone trying to explain the situation to several individuals, I was still left with NO answers. 2. I then wrote a complaint and posted it on hellopeter.com, where I have requested them in a reply to provide me with POLICY DOCUMENTS for BOTH policies held by my grandmother AS WELL AS a claims form for the relevant policy. 3. Following this complaint, I have received feedback from Donnita Du Plooy, who contacted me. She sent me a form that we had to fill in in order for them to evaluate the claim. We ran into some trouble with the medical report on this form, where I had to pay the treating physician a fee of R 500 to complete the form. I brought this to Donnita’s attention and yet again requested POLICY DOCUMENTS in order for me to decide whether paying the fee would be worth my while considering the (potential) value of the claim. 4. I have then received a reply from Donnita which brought me under the impression that we do not need to have the medical report completed, thus we completed the rest of the form and returned it to Donnita. Her response to this had me fuming, because she then told me that I did not complete the form correctly as the treating doctor has to fill in the medical report in “Section 8”. In my fury I responded rather harshly, now demanding the full POLICY DOCUMENTS once again. 5. Donnita and I then had a brief exchange (on 19/05) after that email, where she requested me to attach a DISCHARGE FORM to confirm the date and time of admission and discharge. Admittedly, I then ignored this email while awaiting the policy documents… 6. On 01/06, we decided to visit a Momentum advisor close to us to try and retrieve the policy documents. Within about 2 days they called us back to inform us that they were unable to find an active policy in my grandmothers’ name. We then provided them with the policy numbers for both policies. Unfortunately, we have still not received any feedback... Considering that she has 2 active debit orders, I find this very concerning! I am starting to think that Momentum is actually receiving premiums from her without her enjoying the benefit of the cover that she is paying for and has in fact been paying for, for well over a decade by now…