Traumatic experience with Momentum Insure

I had a car accident and was admitted to hospital. The claim to Momentum was logged on 5 April with Basetsana, and she said she will be the consultant assisting me with my claim. I received absolutely no feedback from her for an entire 3 weeks! I emailed, and called, and nothing. She blatantly ignored me. I had to hear from a random call centre consultant that my car has been written off, after I called in. He said Basetsana will contact me… but nothing. How much more traumatising do you want this experience to be for your clients? I got a rude email that seemed intimidating from Basetsana requesting documents (which I sent through) nearly 4 weeks after. And then silence again.

It is now nearing 2 months since I logged the claim and it has still not been sorted out. A new consultant has been assisting me and has been much easier to work with, but I seem to be back in the same boat. A system of yours is rejecting an account number from Standard Bank, I keep hearing this. However I have gotten a response from standard bank on how you guys can manually submit an application for a settlement from them, I have done pretty much all the ground work myself on this, and I’m still being completely ignored and am back to calling the call centre every day!

I am currently paying for a car that I don’t have, and paying insurance for a car that I don’t have. What type of service is this?

If your consultants are unable to acknowledge emails, atleast have an RPA integration done so that atleast customers don’t feel like they are being completely ignored.

This is extremely stressful and very traumatic.