Momentum’s Windscreen Claim Fails to Honour Indemnity and TCF Principles

I initially left a positive review regarding my windscreen claim with Momentum after my interaction with Keamogetswe Legodi, thinking the process had gone smoothly. Unfortunately, I now realise that the service was far from acceptable.

After further inquiry with the fitment centre, I discovered that although the claim was approved, the replacement is a generic windscreen, not the BMW-branded screen that was originally fitted on my vehicle. This was not disclosed to me clearly upfront. I’ve since been told the generic option is “more affordable” for the insurer. But affordability for the insurer should not come at the cost of indemnity, which is supposed to restore me to the same position I was in prior to the claim.

What’s more concerning is the level of service I’ve received: • I’ve been sent from pillar to post, with no one taking responsibility. • Claims Team Manager Asanda Mapukata and Service Consultant Bandile Lesenga have spoken over me on the phone. • I was blind transferred by a consultant without my concerns being properly addressed. • I requested escalation, but this was ignored. • I was promised a manager would contact me—this did not happen promptly. • Jack Molala only responded on the 29th of April 2025 at 16:36 PM, after I requested a manager to contact me on the 24th in the morning.

In summary, I’m now being told they will install a generic windscreen because it’s cost-effective for them. That is unacceptable. I am not just a client .I am a client who has never claimed for vehicle damage, who has been with AFI/Momentum since April 2021, and has paid all my premiums faithfully.

I have been left feeling utterly disrespected,as if this is a “take it or leave it” situation, or a “jump off a bridge” kind of attitude from the service team. For someone who has shown loyalty and paid consistently without claiming, this is the service I receive? It is deeply disappointing. Trust has certainly been broken.

This experience clearly violates the Treating Customers Fairly (TCF) principles, particularly the outcome that requires a client’s complaints and dissatisfaction to be handled fairly, promptly, and transparently. I have not been treated fairly, and Momentum has made no real effort to resolve my complaint to my satisfaction.

I am in the insurance industry myself, and I will not be taken for a ride. I know what indemnity means, and I know how claims should be handled. What is happening here is not insurance—it’s cost-cutting at the expense of the client.

Momentum has failed me. On a basic windscreen claim, I’ve experienced poor communication, no accountability, and a blatant disregard for indemnity.

I expected far better. I am not satisfied, and I will escalate this further if it is not resolved appropriately. This has been an incredibly frustrating experience and it is unacceptable.