No service just a run around

It must be noted that the service I have been receiving from the consultants of Momentum during this difficult period of my life has been greatly frustrating and traumatic for me.

The claim form for the Income Protector was fully completed with all the necessary documents requested attached and submitted by you on the 17 September 2021 as per the call centers agents information.

A request was then made by Momentum for the hospital bills, the Kingsway Trauma Unit bill and the Chatsmed Hospital Bill was submitted on the 7/10/2021 and 12/10/2021 respectively.

On the 12/10/2021 when I contacted the call center I was advised that they needed authorization from me to access my medical records from GEMS medical aid, which I was not sure what it was for as this is a simple Income Protector claim for my salary. Not withstanding the logic for this request, I sent an email on the 12/10/2021 authorizing Momentum to access my medical records.

I was now under the impression that all the relevant information requested for by Momentum to process my claim was fine and that I will now be paid out my money.

It must be noted that it is now a month and a half since my accident and I have bills to pay. On the 19/10/2021 I contacted the call center to check on when I was goin to be paid out and I was informed by the consultant that there was information outstanding viz Dr's Bill, Hospital Report and a summary of the operation. I was totally upset by this ridiculous request and asked the consultant to speak to the person that is handling my case and she informed me that a Mr Riaad who is the person handling my case was in a meeting and unable to take my call. I then asked to speak to the manager and she informed me that teh manager Nafiza was also in the meeting. I expressed my frustration to the call center agent Nfiki regarding my claim.

I want to state that my family have been Momentum Clients for a long period and all of our policies from MSTI, to life policies and investment policies are with Momentum. I have also followed my Parents in taking out my Insurance policies with Momentum and now when I need them the most to assist me in my simple claim, I am being given the run around. This is most frustrating and disappointing to note that in my time of need when I am supposed to be assisted by my Insurance company I am being stressed out by the very people that are supposed to be helping me.

I have to deal with the pain of not being able to work due to this injury and also not receiving a salary and my accounts are mounting up and Momentum are adding undue stress to me by delaying my claim payment. This is totally unacceptable and I am totally frustrated and at my wits end with the delaying tactics of Momentum agents.

As a result of this frustrating treatment from Momentum regarding my simple claim, my family are now considering moving all of their insurance policies from Momentum to another insurance company.

As my broker who sold me this policy, I wish to state that the treatment and the back and forth tactics by Momentum is totally unacceptable and I am totally disappointed by the treatment I am receiving from Momentum with regards to this claim.