Momentum Cannot Locate 1985 Policy – Unacceptable Record Failure During Estate Finalisation

My late father took out a policy with Southern Life Association in or around 1985. As is publicly known, Southern Life was later taken over and incorporated into Momentum.

We are currently in the process of finalising his estate. All required documentation was submitted to Momentum for processing. The response we received was simply that they “cannot find the policy” because it is “too far backdated.”

This is completely unacceptable.

When one company acquires another, it assumes both assets and liabilities — including historical policy records. The inability to locate a policy that was legitimately issued and paid for raises serious concerns about governance, record retention, and regulatory compliance.

We formally requested assistance early last week (Monday). It has now been almost a full week with no meaningful feedback, no escalation, and no clear path to resolution.

This is not a minor administrative inconvenience. This is a potential financial asset within a deceased estate. The implications are serious.

If policies issued decades ago can simply “disappear” because records are allegedly too old, what assurance do current policyholders have that their investments will be honoured in future?

We expect:

• A formal investigation into the missing policy • A written explanation of record migration from Southern Life to Momentum • Escalation to senior management • A clear resolution timeline

This matter will be escalated further if not addressed urgently.

Momentum must take accountability for historical obligations inherited through acquisition. Record failure is not an acceptable reason to deny the existence of a policy.

We await urgent intervention.