1 reviews | Active since Jun 2016
Momentum - unacceptable client service.
We are not big claimers with the insurance, but when we do have to claim for something, we get bad service. After some time, i decided to get my phone fixed. The assessing company picked up my phone for assessment. They did inform when the phone gets fixed, it takes 3-4 working days for repairs then couriered back. Once report is sent, they just need the go ahead from the insurance to repair the phone. On Thursday 22/5/2025, the report of my phone was sent to Momentum and Karabo Molokomme .. This is great, which means i can have my phone back soon.
On Tuesday 27/5/2025, I informed the broker to follow up because we have not heard anything regarding my phone and the assessor also have not heard anything.. Since it is repairable, the insurance can immediately inform them to repair the phone.
The broker informed me that the go ahead was given, and the phone will be repaired. On Thursday 29/5/2025, we found out through the broker that they said Momentum only received the report on Tuesday 27/5/2025, but according to the assessor they already sent it to Momentum 22/5/2025. (screen shot of email received) We then found out that Karabo who was added on the email, received the email and was on leave., and nobody checked her/his emails. How can you work in a Company like Momentum and not have anyone check your emails when on leave or have your email re-directed to someone who can handle the claims to get resolved quickly? This is unacceptable. Because of this, it now takes longer for my phone to get fixed. I use my phone at work as well, which means i need a good phone. If they gave the go ahead on Thursday or even Friday morning, my phone would have been done by now and on its way to be delivered.
I am really disappointed that Momentum was taking so long just to say: Yes, you can fix it. If the emails were looked at daily, like it is supposed to be in an environment like this, i would not be in this position and disappointed with the service from Momentum. This is really unacceptable.
Thank you for bringing your concerns to our attention. We are really sorry to hear about your dissatisfaction from the service you received from us. Please give us an opportunity to look into this for you and we will be in touch to address all your concerns.
Kind Regards
Brenda
Thank you for bringing your concerns to our attention. We are really sorry to hear about your dissatisfaction from the service you received from us. Please give us an opportunity to look into this for you and we will be in touch to address all your concerns.
Kind Regards
Brenda
Claim number CP***MS
Claim number CP***MS
And an email from Momentum received that someone will call within 2 business days. Why can't they call today to sort this out? Everything is on the system.
And an email from Momentum received that someone will call within 2 business days. Why can't they call today to sort this out? Everything is on the system.
Today is day 3 and still now one has called me. How can you say you will call within 2 days days but no one calls. Does it not matter how the client feels about the bad service received? We do pay our premiums every month, but a query cannot be sorted out when we are unhappy.
Today is day 3 and still now one has called me. How can you say you will call within 2 days days but no one calls. Does it not matter how the client feels about the bad service received? We do pay our premiums every month, but a query cannot be sorted out when we are unhappy.