RRG

We had a traumatic home break in early hours of the 3rd June. In the incident, among other things taken were both our vehicles. Both vehicles were recovered on the day. One (car A) on the highway due to the ******s having an accident and the other (car B) being stuck in the mud and our tracking company tracking it to that point. On the day of the incident, I was continually called by the claims consultant dealing with the vehicles and the cops to arrange a tow truck because the SAPS truck also got stuck in the mud and they were having difficulties. Eventually I told the consultant that I was too traumatised to help her. I thought this was her job and as a client, I should not have to find a tow truck. From the Friday until the Tuesday, including the weekend, I was called, emailed and messaged by the Insurance investigator to supply the VIN etc details for both vehicles. He even got me to go to the SAPS pound to take a pic of one of the cars' disks because I couldn’t find the relevant documents for him. No one explained the process to me. I did ask but was given piece meal information. By the Thursday, 10th June, a week after the incident, I had identified the vehicles, the details were handed over by the cops to Momentum’s intermediary and I called the claims consultant to tell her what had been done. Long story short, I did not get any calls or updates from Momentum unless I prompted. On the 22nd June through absolute frustration, I conferenced called the consultant and their intermediary. There was quite a bit of bickering and defensiveness expressed between the two on the call with me eventually highlighting to both of them that I was not any closer to getting my cars back and they were not being helpful at all and that I was going to be left stranded as the rental vehicle would need to be returned. The vehicles were only delivered to the panel shop on the evening of the 24th June, Thursday. 14 days after my identification. That’s 14 days wasted and ticking on the rental.

On the following Monday, 28 June I had to once again enquire as to progress and process. I was informed that the assessors reports would be in by the close of play 29th June, Tuesday. I was called by the assessor to be present for the assessment. I dropped everything to be there and so as not slow down the process. I highlighted my concerns with the assessor and he assured me that the assessment would be with Momentum on that day for car B and that car A’s assessment had already been sent through. During this time I called twice for my broker to complain about service without success, seems that isn’t their problem once you sign up, it’s a Pretoria thing and I must take it up with the consultant’s manager. Since that last email on the Monday, the consultant had not contacted me. I sent a very detailed email to the manager on Monday morning copying my broker. On Tuesday morning, there was an apologetic acknowledgment of receipt and that they would look into it. Right now I don’t have a response from the manager or the broker to my complaint and the fact that I am stranded. I have forwarded the email to their complaints department, but it is apparent that they have a lead time which will be followed and I will still be stranded.

Last night I received an email saying that car A will be written off and car B will be repaired. More than a week after the assessments were supposed to be received. Once again, the process has not been shared with me and a list of documents have been requested or else?

I’m frustrated and have experienced secondary trauma through this process. I pay my (high) premiums religiously without complaint and my expectations of service have not been met. I don’t believe I can recommend Momentum Insure to any of my contacts. I don't have an update and don't have transport