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