Expected much better from Momentum
I HAVE been a Momentum health member for more than 10 years. One year, after running out of regular medical aid savings, I opted for their top-up product, the health saver account.
Although it pays almost no interest, it afforded me the convenience of integrating with the medical scheme when paying out health claims, should the regular savings portion of the Medical Aid be depleted.
I am a self-employed person, and with the Covid-19 lockdown, my business produces no income, and I have no earnings. In an effort to put food on the table for my family, I contacted Momentum Health on April 6 to have the balance on the Health Saver account paid out to me. I was shocked and horrified when I was informed I have to wait six months for this to happen.
Momentum Health demanded more information from me that is required to open a regular bank account. All of the required information, I supplied on April 6, 2020 already.
Should you not have proof of residential address in your name, you may provide a declaration by a third party confirming that you share a residential address with them and provide the third party’s proof of ID and proof of residential address (less than three months old).
I complained on their Facebook page on April 14, 2020, and did receive a call from an agent. But no one is willing to tell me when they can pay the funds out. I called their call centre today, and spoke to a sympathetic lady, who said she will try to get hold of someone at “back office” or “management”. I emailed an agent on Friday, April 10, stating that I am very concerned that after 1½ working days I am getting no result (no reply as at the time of writing). I am also perplexed that a transaction like this has a penalty attached to it of R350 when I have earned interest of 0.5% and Momentum Health has enjoyed the benefit of prevailing interest rates over 0.5%.
Everybody is very friendly, but no actual help is forthcoming.
Momentum Health records all conversations, and I record all email correspondence, which is available on request. I really expected more compassionate and swifter action from Momentum Health, given the current circumstances we are in.
I hope that you can help me, and others in my situation, by using your media platform.
Damian McHugh, executive at Momentum Health Solutions, responds: “A long-standing rule exists with the HealthSaver option in order to protect both the member and the scheme. The reason for only paying out HealthSaver balances after six months is because members who resign from the scheme, have up to four months to submit outstanding claims. Claims are then processed and, in some instances, investigated before they can be paid out. Therefore, the funds are not available during this six-month period. We understand the extraordinary circumstances that currently prevail during this unprecedented time and as such, have requested and received approval for an early release of funds in this unique instance.
Members can use the positive balance in their HealthSaver account to pay contributions, which would effectively give them a payment holiday when they need it most
Members have the option of reducing the amount they contribute into HealthSaver, or completely stopping payments into this account when they choose not to or cannot afford to contribute
Members who have linked a Multiply Money card to their HealthSaver account can also use their positive balance to pay for various items from toothpaste to medicine at pharmacies and even vets.
I MADE a booking with FlySafair to travel on March 27 from Cape Town to Johannesburg. My wife and I took ill though, so I cancelled our trip.
British Airways, which was supposed to fly us to Cape Town on March 21, didn’t refuse to give me a cash refund.
But when I sent proof via email to FlySafair and after acknowledging it received my email, it responded that it could offer me only a voucher.
FlySafair had given me two options: change the flight or get a voucher. I can’t take the voucher as my wife and I don’t know when we will be flying to Cape Town again.
Georgie: Contact Safair after the lockdown – it is sending automated messages.