Disappointed with Momentum Insure’s inconsistent claim process

I have been a client of Momentum Insure since 2017 and, in all the years I have been insured with them, I have never encountered a situation like this before.

I am extremely disappointed with the way my recent cellphone claim has been handled, especially considering the consistency of previous claims under the same policy.

My cellphone was insured for approximately R6000, and I have been paying monthly premiums of R114.16 based on that insured amount. In previous cellphone claims, Momentum settled the claims based on the insured value less the applicable excess, which created a reasonable expectation of how claims would be handled going forward.

However, with my latest claim, I was informed that the 'Replacement Value' of the device is now only R3450. After deducting an excess of R850, the final settlement offered to me is R2600.

What is concerning is that premiums continued being charged based on the higher insured amount, yet at claims stage the payout is suddenly based on a much lower replacement value. This was never clearly explained to me when taking out or maintaining the policy.

I fully understand that insurance operates on the principle of indemnity, but customers also expect fairness, transparency, and consistency - especially from an insurer they have supported for many years.

I have requested: - A detailed breakdown of how the replacement value was calculated; - Clarification on why the insured amount remains significantly higher than the settlement value; - And an explanation as to why previous claims were handled differently.

The mail to the Momentum Contents claims Team Manager (Dineo Montsho) was sent on Monday, 25 May 2026. It has been over 24hrs with no reply.

I hope Momentum Insure reviews this matter fairly and provides a transparent resolution.