MI
Momentum Insure
Verified Business
MI
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Momentum Insure receives strong praise for frontline consultants who go above expectations and deliver personalised, friendly service. Premium reviews and retention discounts are widely appreciated. However, claims handling reveals significant friction, with customers reporting prolonged delays, rejected claims citing wear and tear, and poor communication during disputes. Service provider quality and proactive status updates during claims also draw consistent criticism, creating a stark contrast between sales/service interactions and the actual claims experience.
TrustIndex
10
Perfect Score
Ranking
#8
in Home Insurance
NPS Score
63
Recommended: Very Likely
Jul '25 - Jun '26
Based on recent customer reviews, Momentum Insure delivers consistently strong frontline service through named consultants who go above and beyond, with particular praise for retention agents and claims handlers. However, the business faces material challenges with claims handling delays, repair quality oversight, and communication breakdowns during complex or disputed claims, where customers describe being passed between departments without resolution.
Momentum Insure's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Customers overwhelmingly praise individual consultants by name, describing them as professional, patient, and willing to go the extra mile. Agents like Tawfeeq Saint, Siyanda Mkize, Lauren Jones, and James Sekgobela receive repeated mentions for empathy, knowledge, and dedication to resolving queries.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
Good day Dear William, Trust you are well. Further to your comments below, I would like clarity on whether I am now considered a high-risk client despite having provided the Traffic Registration Number (TRN) of the foreign national who collided with my vehicle. I am concerned that your underwriters increased my insurance premium on the basis that recovery of the excess and damages may not be possible, even though I fully cooperated and supp**** the relevant TRN details. I have already been required to pay the excess R3500, and I would appreciate confirmation that I will not be unfairly prejudiced or penalised due to circumstances beyond my control. Kindly clarify your position regarding: Recovery of the excess paid; Recovery of damages from the third party; and Whether this incident will negatively impact my premium or risk profile. I remain very concerned that I may be treated unfairly despite having provided all available information relating to the third party involved. Kind regards, Very Concerned Client M Hassen
1 reviews | Active since Jan 2020
Good day Dear William, Trust you are well. Further to your comments below, I would like clarity on whether I am now considered a high-risk client despite having provided the Traffic Registration Number (TRN) of the foreign national who collided with my vehicle. I am concerned that your underwriters increased my insurance premium on the basis that recovery of the excess and damages may not be possible, even though I fully cooperated and supp**** the relevant TRN details. I have already been required to pay the excess R3500, and I would appreciate confirmation that I will not be unfairly prejudiced or penalised due to circumstances beyond my control. Kindly clarify your position regarding: Recovery of the excess paid; Recovery of damages from the third party; and Whether this incident will negatively impact my premium or risk profile. I remain very concerned that I may be treated unfairly despite having provided all available information relating to the third party involved. Kind regards, Very Concerned Client M Hassen
1 reviews | Active since Jan 2020
My daughter had a vehicle accident on the 20th April. It took 10 days for an assessor to give a report on the vehicle. Her car hire was for 30 days and even though I was told telephonically that it could be extended Momentum then said that the delay was due to the length of time it took to get spares so no extension. The panel beater that Momentum took her vehicle to said it would be ready tomorrow and she just received a message to say the car doesn’t start and it’s gone to a mechanic. At no stage in the past 5 weeks has she been contacted by Momentum.
1 reviews | Active since Jan 2020
My daughter had a vehicle accident on the 20th April. It took 10 days for an assessor to give a report on the vehicle. Her car hire was for 30 days and even though I was told telephonically that it could be extended Momentum then said that the delay was due to the length of time it took to get spares so no extension. The panel beater that Momentum took her vehicle to said it would be ready tomorrow and she just received a message to say the car doesn’t start and it’s gone to a mechanic. At no stage in the past 5 weeks has she been contacted by Momentum.
1 reviews | Active since Jan 2020
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.
1 reviews | Active since Jan 2020
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.
The most common complaint about Momentum Insure, based on Hellopeter's AI analysis of recent customer reviews, is Claims Handling & Resolution. Claims experiences are highly polarised. Simple windscreen and small claims are often resolved within days with praise. Larger or disputed claims face prolonged investigations, repeated documentation requests, rejections citing wear and tear, and months of delays causing significant customer distress.
Momentum Insure scores 3.1 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3. Their strongest theme is Agent Service (4.4); their weakest is Claims Handling (2.3). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Momentum Insure has a TrustIndex of 10 out of 10 on Hellopeter, based on 2,388 reviews in the last 12 months. Hellopeter has tracked Momentum Insure across 26,727 total reviews. How is the TrustIndex calculated? →