Poor Service through claims process.

My car was damaged in the hailstorm in November. Momentum took a month to get back to me for an assessment after numerous follow ups from my side. I had then had to take the car for an assessment instead of having an assessor come out to me in which I had to take time off work to do so. Momentum had then taken 2 weeks with the feedback in which they had written my vehicle off.

They had given me 2 options in writing: either they could pay me out for the retail value or I was allowed to buy the vehicle back. I had opted to buy my vehicle back. I had chatted to the claims administrator for a week and she even spoke to my bank only to tell me a week later that she had made a mistake and was not allowed to give me the option of buying my vehicle back and that she has to write the vehicle off and uplift it.

As I had prepared to buy the vehicle back and as this option was given to me, I had arranged with momentum to not write the vehicle off and now dealt with the manager of this team. After numerous phone calls and emails, once returning to the new year, my vehicle was arranged for repairs which took 2 weeks to finalise.

As the vehicle was initially written off, my cover was changed to 3rd party, however when that was retracted, Momentum did not change my cover back to comprehensive even though I had asked numerously.

I had then been changed over to comprehensive after 3 weeks of begging but my premium had them doubled, in which my current claim has not been processed.

I had asked that momentum keep me on my current comprehensive premium as the mistake was made on Momentum’s side and that my cover would have not changed, had Momentum had not made a mistake in the first place.

The lady assured me that the underwriters need a week to come back to me however, Momentum had still debited the doubled priced premium even though I did not authorise this.

I am utterly shocked at the service, lead times and just the entire incompetence of the team at Momentum. Not only did I have issues with my claim but I am now having issues with getting back onto comprehensive cover.

I have had the worst experience and will not recommend them to anyone