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Ananke M

1 reviews | Active since Jun 2021

17 Jul 2025, 07:41

Poor service from Momentum – regret moving from Santam

I was previously insured with Santam and had absolutely no issues with them. Claims were always paid out without any problems. I moved to Momentum because they offered me a better premium – a decision I now deeply regret.

From the start, Momentum could not even debit my premium on the correct date. Despite clearly stating on my application that the debit order should go off on the 26th of each month, they debited on different dates for two months in a row.

Now I have submitted a claim, and it’s being rejected – even though the issue was caused by Momentum’s own debit error. This is not my fault. My broker has spent hours on the phone trying to sort out this mess, sent multiple emails, and was even told that a manager would contact her. No one has responded to date.

I feel extremely disappointed and let down by Momentum's service. At Santam, I received excellent support and efficient handling of claims. Momentum is quick to take your money each month, but when it comes to paying out a claim, there are endless excuses.

I am strongly considering cancelling my policy. This is not the service I expected.

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Replies (3)
Momentum Insure
Momentum Insure's reply17 Jul 2025, 08:17
Official
Good morning Anake.
Thank you for bringing this to our attention. We are sorry to hear that you are not happy with our service and we apologize for any inconvenience caused to you.
Please give us an opportunity to look into the matter raised and we will be in touch to address all your concerns.
Regards
Brenda 
AM
Ananke M's update17 Jul 2025, 08:22
Reviewer Update
Brenda,
Your generic apology is noted, but frankly, I am beyond frustrated. I’ve raised this issue because your service has been completely unacceptable, and this message does nothing to restore any confidence.
How many more chances must I give for this to be “looked into”? I’ve already waited long enough without proper feedback, accountability, or results. The fact that this is only being taken seriously now — after I had to escalate it — says a lot about how little urgency you place on your clients’ concerns.
This needs to be resolved immediately. I expect clear answers, not vague reassurances. I also expect action — not just words.
I will not continue to tolerate this level of poor service.
AM
Ananke M's update17 Jul 2025, 08:59
Reviewer Update
Really this is you reply: Dear Mrs A. Mulder,
We have received your complaint linked to ref nr COMP-***.
A member of our management team will contact you within two business days to acknowledge the complaint and request more information if required.
Not Good Enough – I Want Action, Not Delays
Your response is completely unacceptable.
I did not ask for someone to "acknowledge" my complaint in two business days. I want answers NOW. I have already waited long enough while Momentum has fumbled my premium dates, rejected my valid claim based on your own error, and completely ignored my broker’s repeated emails and calls.
You’ve had more than enough time to do the right thing – and now you're telling me to wait even longer for someone to simply acknowledge the complaint? That’s pathetic.
This issue is urgent, the facts are clear, and the delay is costing me more time and frustration by the day. I’ve had enough of being ignored and strung along. Your service is beyond poor – it's disrespectful.
Don’t send me another automated reply. I want someone with authority to contact me immediately and resolve this mess. I won’t be quiet about this, and I won’t wait another two days for basic decency.