Urgent Complaint Regarding Unresolved Claim and Poor Customer Service

I am writing to formally lodge a complaint regarding the extremely poor service we have received from Momentum Insure regarding a resolution submitted in relation to my late father, Thabo Moetsela, who passed away in 2016.

The necessary resolution documents were submitted in January 2025, and since then, we have not received any feedback or progress update from your office. Despite numerous attempts to follow up, including contacting Chantel, we have been unable to obtain any meaningful information or clarity on the matter. Chantel has unfortunately not been able to provide any assistance or feedback, and this lack of accountability is deeply disappointing and unprofessional.

It has been over six months, and this delay is not only unacceptable but also emotionally and financially distressing for our family. We expected a much higher standard of communication and efficiency from a company like Momentum.

We are requesting immediate escalation and resolution of this matter. Kindly provide a detailed update on the current status of the claim and the reasons for the ongoing delay. If any further documents or steps are required from our side, we request that you clearly communicate them without further delay.

Should we not receive a satisfactory response within 7 working days, we will be forced to escalate this matter.