Poor user experience | poor practises | claim outstanding

I recently had a burglary at one of my rental properties. They stole some items from the tenants and attempted to ***** the copper pipes at the rear of the house. The tenant was home and caught them in the act and they fled through the garage damaging the garage door in the process. As a result of the copper theft there was no water to the house, there was also a security concern as they fled with keys to one of the doors.

The burglary was on 16 May 2024 and as of today 25 June 2024 this claim remains open with no reimbur*****t from Momentum. Garage door remains broken, hole remains in brick work and I am out of pocket R1,220 for payment to a locksmith. I have also spent a number of hours at the property and of course hours spent dealing with Momentum.

Here is my experience with Momentum Insure. Claim submitted 17 May 2024.Immediately a flurry of SMS's and emails stating which service providers will attend.Calling their plumber to arrange access to property. Attendance with Assessor from Digicall Assessing Solutions. Confirmation from their Assessor that plumbing, damage to brickwork, garage door replacement and change of locks would all be required.Confirmation from their Assessor that I can go ahead and arrange a locksmith to replace locks and submit an invoice for reimbur*****t. Checked with tenants if the garage door has been replaced. No - (31 May 2024 and 10 Jun 2024).Call to Momentum on 10 June 2024. Your property is underinsured and will only be paying a percentage of claim. You need to fix the whole in the wall and replace the garage door yourself. Email to agent "in charge" Lerato on 11 June 2024 stating dissatisfaction about my needing to chase them and that I would like to receive the settlement offered. Email bounces back. I think Lerato no longer works at Momentum hence my claim "falling through the cracks." Forward email to email that appears on the autoreply. (MiPersonalbuildingclaims)No feedback received 7 days later. Call Momentum on 18 June 2024 and speak to Caitlin and express my dissatisfaction with the entire process and to get the matter resolved. It's been over 1 month at this point. I state I emailed Lerato and the email bounced back and assumed she had left. No, their emails do this, I am told! I bring up that Momentum states my property is underinsured. There was no desire for them to get this rectified! I asked if she could arrange someone to call me so I can get adequate cover. Caitlin stated that someone from Momentum would call me in a few days. No one has called. Caitlin emails me their report and asks if they can pay into my bank account that they have on record. I reply the same day and confirm that they can pay. No confirmation received. Email Caitlin on 21 June 2024 asking for feedback. No reply. Mmabatho emails on 22 June 2024 and states they acknowledge receipt of email and will provide feedback on claim. On 25 June 2024 I checked if Momentum is perhaps a new company who hasn't really had some time to put in systems and practices but discovered it has been operating for over 14 years!

Is this a good user experience?