MH
Momentum Health
Verified Business
MH
Momentum Health
Verified Business
258 Reviews (last 12 months)
Responds in 11 hours 38 min
AI Review Summary
Based on recent customer reviews, Momentum Health faces severe criticism across virtually every dimension of its service. Customers consistently describe claims being rejected or delayed for months, billing errors left unresolved, unresponsive communication channels, and staff who provide conflicting or dismissive information. While a small number of reviewers praise individual agents by name for exceptional helpfulness, these positive experiences are overwhelmingly outnumbered by accounts of administrative failures, broken promises, and financial harm.
Top Strengths:
- •Customer Service & Staff Quality: A handful of named agents such as Nthabi Sithole, Nosipho Ndlovu, Nicholas Bermal, and Zama receive glowing praise for professionalism, compassion, and resolving issues efficiently, though they are rare exceptions.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
2.6Trustindex Rating
#9Ranked In Medical Aid
11 hours 38 minutesAverage Time To Reply
-68 NPSRecommended: Unlikely
Replied to 87% of negative reviews
Typically takes less than 12 hours 7 min to reply
TrustIndex
2.6
Score
Ranking
#9
in Medical Aid
Avg Reply
11 hours 38 minutes
NPS Score
-68
Recommended: Unlikely
Replied to 87% of negative reviews
Typically takes less than 12 hours 7 min to reply
Review Distribution
1.5|258 Reviews
May '25 - Apr '26
5(10.1%)
4(0%)
3(0.8%)
2(4.4%)
1(84.7%)
5(10.1%)
4(0%)
3(0.8%)
2(4.4%)
1(84.7%)
Recent reviews (258)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
MM
Mlungisi M
1 reviews | Active since Jan 2020
17 Mar 2026, 12:40
Treat Momentum Health Clients at your own risk
We treated a Patient that was admitted in Hospital, Momentum gave us authorisation and Patient received services. After submitted claims we did not receive payment reason being the Patient’s plan does’nt include our treatment. Seems like Momentum does’nt pay Health Care Service providers
Helpful (0)
|Replies (0)MM
Mlungisi M
1 reviews | Active since Jan 2020
17 Mar 2026, 12:40
Treat Momentum Health Clients at your own risk
We treated a Patient that was admitted in Hospital, Momentum gave us authorisation and Patient received services. After submitted claims we did not receive payment reason being the Patient’s plan does’nt include our treatment. Seems like Momentum does’nt pay Health Care Service providers
0
Replies (0)DB
Della B
1 reviews | Active since Jan 2020
17 Mar 2026, 06:58
Momentum health disappoints again
I went for dental work on the 19th of Feb with pre aproval from Momentum health(from savings) I submitted the claim on the 3rd of March. No further communication was received apart from an automated email response. I followed up on the 11th of march saying was declined even though the pre approval was granted. I spoke to Bongile on the 17th of March at 8:45 confirming that the above is correct.
Helpful (0)
|Replies (0)DB
Della B
1 reviews | Active since Jan 2020
17 Mar 2026, 06:58
Momentum health disappoints again
I went for dental work on the 19th of Feb with pre aproval from Momentum health(from savings) I submitted the claim on the 3rd of March. No further communication was received apart from an automated email response. I followed up on the 11th of march saying was declined even though the pre approval was granted. I spoke to Bongile on the 17th of March at 8:45 confirming that the above is correct.
0
Replies (0)NH
Nadia H
1 reviews | Active since Jan 2020
17 Mar 2026, 06:26
Extremely poor service
I have emailed Momentum app support THREE times to change my 2factor authentication number, because I cannot login to my momentum app. How they managed to have my old number there, when I'm registered with my new details through my company is beyond me......Everytime I receive an automated response, and no one ever responds or calls me back. The service is non-existent. Please stay away from this health insurance provider, because they provide ZERO service.
Helpful (0)
|Replies (0)NH
Nadia H
1 reviews | Active since Jan 2020
17 Mar 2026, 06:26
Extremely poor service
I have emailed Momentum app support THREE times to change my 2factor authentication number, because I cannot login to my momentum app. How they managed to have my old number there, when I'm registered with my new details through my company is beyond me......Everytime I receive an automated response, and no one ever responds or calls me back. The service is non-existent. Please stay away from this health insurance provider, because they provide ZERO service.
0
Replies (0)JV
Johan V
1 reviews | Active since Jan 2020
16 Mar 2026, 11:44
Only automated response when contacting Momentum
Last week I submitted a claim via email and got an automated response say they received the mail. Today I want to check if the claim is processed via WhatsApp and got to the automated response of "we transferring you to an agent " NO further reply. Send an email request for assistance, again automated response. Can there please be humans employed and get back to me regarding my claim.
Helpful (0)
|Replies (0)JV
Johan V
1 reviews | Active since Jan 2020
16 Mar 2026, 11:44
Only automated response when contacting Momentum
Last week I submitted a claim via email and got an automated response say they received the mail. Today I want to check if the claim is processed via WhatsApp and got to the automated response of "we transferring you to an agent " NO further reply. Send an email request for assistance, again automated response. Can there please be humans employed and get back to me regarding my claim.
0
Replies (0)SR
M
JS
Jana S
1 reviews | Active since Jan 2020
10 Mar 2026, 12:38
No service
Useless useless useless. Been struggling for more than a month to get authorization for a procedure for my 3 year old. No responses on emails and the call center is sending me from one person to the next and NO ONE IS HELPING ME!!!!!!!!!!!!!!!!!!!!!!!!! Will MOST DEFINITLY CANCEL AND NOT RECOMEND TO ANYONE!
Helpful (0)
|Replies (0)JS
Jana S
1 reviews | Active since Jan 2020
10 Mar 2026, 12:38
No service
Useless useless useless. Been struggling for more than a month to get authorization for a procedure for my 3 year old. No responses on emails and the call center is sending me from one person to the next and NO ONE IS HELPING ME!!!!!!!!!!!!!!!!!!!!!!!!! Will MOST DEFINITLY CANCEL AND NOT RECOMEND TO ANYONE!
0
Replies (0)MM
MILAN MORAR-RATAN
1 reviews | Active since Jan 2020
5 Mar 2026, 11:48
Momentum Executives — Your Failure Is Hurting My Child. Enough.
I am addressing this directly to the executives, because my family cannot endure another year of negligence: @MomentumMetCEO (Jeanette Marais – Group CEO, Momentum Metropolitan) @MomentumGroupSA (Momentum Group leadership) @MomentumHealthExec (Health Executive Team – tagging your leadership division) @MMHCustomerCare (Momentum Metropolitan Customer Care) My son underwent cleft palate surgery on 19 January, and once again Momentum has created a payment disaster. A partial payment was issued on 4 February, with no explanation that makes sense. When we called, we were told the primary ICD‑10 code is not PMB, but the secondary code is — and that we must fetch a motivation letter from the surgeon. We did exactly that. We submitted the motivation on the 19th of January, and were promised feedback within 48 hours. Weeks have now passed. Every time we call Momentum, your staff gives us a new excuse: “There’s a backlog.” “It’s moved between teams.” “We don’t have an answer yet.” "It's in process" Today, you told us we: * Should have used a Momentum-approved surgeon * Didn’t pre-book the surgery These statements are unacceptable as well as false . Pre-authorisation was submitted on the 12th of November 2025. (Facts, not fiction). Momentum told us to send it again in late December/January 2026. We asked repeatedly in December for our auth number— Momentum said it's “too early”! We submitted again: 8 January 2026. Pre-auth APPROVED: 14 January 2026. So how dare your staff say this was not “pre-booked”? This is not our first nightmare with Momentum!! It took Momentum a full year to settle the bills for my son’s birth and ICU stay. I warned repeatedly that I didn’t want to end up in the same situation again. Yet here we are — reliving the same trauma. @Momentum executives — including Group CEO Jeanette Marais, Health CEO Hannes Viljoen, and Momentum Health Medical Scheme CEO & Principal Officer Toni van den Bergh — you need to answer this publicly: * Why are families forced to fight you for months — sometimes an entire year — for PMB‑related care, when PMB regulations are meant to guarantee immediate, protected access? * Why are we being misled about pre-booking when YOU approved it? * Why are your staff suggesting we change surgeons for a child with a rare craniofacial condition? * Why is there no internal note about the sensitivity and severity of our case? * Why is your claims review process consistently slow, inconsistent, contradictory, and dismissive, especially toward medically vulnerable children? * Why do your staff offer conflicting explanations, leaving parents to chase hospitals, specialists, and Momentum itself — doing YOUR work for you? * Why does it take you an entire year to pay providers? Why must we watch our accounts fall into arrears, face the risk of bad debt, and beg for updates while you delay basic obligations? * Why do we always have to go onto social media — rant, rave, and publicly shame Momentum — just to finally get a response? And even then, it’s only after a year of silence or “processing” before someone decides to look at the claim. This is not health care. This is cruelty. We are caring for a child with a serious medical condition — while Momentum adds: Stress Panic attacks Financial fear Endless administrative trauma A claim that could be resolved simply by reviewing the secondary ICD‑10 code has become yet another long battle. Momentum executives — step in. This requires leadership intervention, not call centre scripts. Do better!! For Once!! Your members deserve better!! My child deserves better!! #MomentumHealth #MomentumFail #PMBFails #ChildHealthMatters #HealthcareAccountability #AvoidMomentum #MedicalAidFail #CustomerServiceFail #Disgusted
Helpful (0)
|Replies (0)MM
MILAN MORAR-RATAN
1 reviews | Active since Jan 2020
5 Mar 2026, 11:48
Momentum Executives — Your Failure Is Hurting My Child. Enough.
I am addressing this directly to the executives, because my family cannot endure another year of negligence: @MomentumMetCEO (Jeanette Marais – Group CEO, Momentum Metropolitan) @MomentumGroupSA (Momentum Group leadership) @MomentumHealthExec (Health Executive Team – tagging your leadership division) @MMHCustomerCare (Momentum Metropolitan Customer Care) My son underwent cleft palate surgery on 19 January, and once again Momentum has created a payment disaster. A partial payment was issued on 4 February, with no explanation that makes sense. When we called, we were told the primary ICD‑10 code is not PMB, but the secondary code is — and that we must fetch a motivation letter from the surgeon. We did exactly that. We submitted the motivation on the 19th of January, and were promised feedback within 48 hours. Weeks have now passed. Every time we call Momentum, your staff gives us a new excuse: “There’s a backlog.” “It’s moved between teams.” “We don’t have an answer yet.” "It's in process" Today, you told us we: * Should have used a Momentum-approved surgeon * Didn’t pre-book the surgery These statements are unacceptable as well as false . Pre-authorisation was submitted on the 12th of November 2025. (Facts, not fiction). Momentum told us to send it again in late December/January 2026. We asked repeatedly in December for our auth number— Momentum said it's “too early”! We submitted again: 8 January 2026. Pre-auth APPROVED: 14 January 2026. So how dare your staff say this was not “pre-booked”? This is not our first nightmare with Momentum!! It took Momentum a full year to settle the bills for my son’s birth and ICU stay. I warned repeatedly that I didn’t want to end up in the same situation again. Yet here we are — reliving the same trauma. @Momentum executives — including Group CEO Jeanette Marais, Health CEO Hannes Viljoen, and Momentum Health Medical Scheme CEO & Principal Officer Toni van den Bergh — you need to answer this publicly: * Why are families forced to fight you for months — sometimes an entire year — for PMB‑related care, when PMB regulations are meant to guarantee immediate, protected access? * Why are we being misled about pre-booking when YOU approved it? * Why are your staff suggesting we change surgeons for a child with a rare craniofacial condition? * Why is there no internal note about the sensitivity and severity of our case? * Why is your claims review process consistently slow, inconsistent, contradictory, and dismissive, especially toward medically vulnerable children? * Why do your staff offer conflicting explanations, leaving parents to chase hospitals, specialists, and Momentum itself — doing YOUR work for you? * Why does it take you an entire year to pay providers? Why must we watch our accounts fall into arrears, face the risk of bad debt, and beg for updates while you delay basic obligations? * Why do we always have to go onto social media — rant, rave, and publicly shame Momentum — just to finally get a response? And even then, it’s only after a year of silence or “processing” before someone decides to look at the claim. This is not health care. This is cruelty. We are caring for a child with a serious medical condition — while Momentum adds: Stress Panic attacks Financial fear Endless administrative trauma A claim that could be resolved simply by reviewing the secondary ICD‑10 code has become yet another long battle. Momentum executives — step in. This requires leadership intervention, not call centre scripts. Do better!! For Once!! Your members deserve better!! My child deserves better!! #MomentumHealth #MomentumFail #PMBFails #ChildHealthMatters #HealthcareAccountability #AvoidMomentum #MedicalAidFail #CustomerServiceFail #Disgusted
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Replies (0)