Service Level

I lodged a claim for a TV on 16.05.2025 as there were lines on the TV. Appointed Assessor assessed the unit on 16.05.25 09.05.25 - received communication that claim was declined on wear and tear. This TV is max 6yrs old. The consultant called me and basically read the letter to me. I questioned her, she asked me to respond to the email address on the letter. I sent a detailed response to Micare and kept the consultant on the mail. No acknowledgment was received of my email I followed-up with the consultant , who just responded to remail micare. I responded to clarify the email addy and requested her to call me, which never happened. i contacted her direct supervisor via email who responded micare received my mail. Next day i get the same letter - declined based on wear and tear.

My questions are as follows which was posed to the consultant: 1. why waste my time with this entire process if the end result is a given 2. how did the assessor determine wear and tear?

Yolanda from customer care called me on Friday 23.05.25 as i had requested a callback on the 16th. I explained my unhappiness, lack of communication and disrespect to her as my reason for looking for a new provider and cancelling with Momentum. I have had home contents insurance for an excess of 20yrs and never claimed. She politely listened and said that she was going to contact the Claims Manager to contact me immediately, this was around 5:15pm. i have received no call as yet.

Did Momentum just assume that all is well and I'm only subject to intermittent loadshedding were as the continuous cable theft in our surrounding areas and the substation tripping couldn't have affected my TV? What exactly am I paying for? Can you'll refund all my premiums?

I understand that you'll are a massive company Momentum and probably don't need a small fish's business!

I am truly disappointed Momentum as the level of service!