We care. This is why every day we strive to deliver the best service possible.The table below outlines our various services and what we need from you to fulfil them in the agreed turnaround time. Missing or incomplete information causes delays, which is why it’s essential to submit all the correct information as soon as possible. This enables us to keep our service promise to you.

Service Request	Turnaround Times (working days)	Your responsibility
Accidental Disability Claims	10 days	Please submit: Accidental disability claim Confidential Medical Report form Job description All clinical investigations and diagnostic test results Any additional medical reports Copy of member’s identity document/passport Member’s payslip at the date of accidental disability
Annual data collection and medical underwriting requirements	3 days	Please submit the salary schedule (preferably electronically), including the member class and dependency status (if applicable). Please submit any outstanding exit claim forms.
Annual rate reviews and any ad hoc rate reviews	3 days	Please provide the relevant detail related to your choice of benefit in writing.
Banking and allocation of premiums	48 hours	Policy premiums must be paid monthly in arrears on the last day of the month (i.e. at the end of each month in which they are due). Please email proof of payment, with the scheme reference number. In addition, please  email supporting data advising of member  changes, such as new members or member  exits.   Ensure risk salaries are included. If available, member’s cellphone numbers and email addresses should be supplied so that we can contact them when necessary.
Changes to existing contracts	10 days	Please complete and submit a New Business and Benefit Change Application document/Form.
Children’s Education benefit	5 days	Please submit: Member’s death certificate Children’s birth certificates
Continuation Assurance Option	24 hours	Member’s name (initial and surname), date of birth, date of exit and salary at date of exit.
Critical Illness assessment	2 days	Please submit: Dread Disease  information Dread Disease Medical Report Copy of identity document Copy of payslip as at the date of diagnosis Diagnostic test results/clinical investigation results as specified on the Critical Illness Medical Report form NB: Please ensure that salary and banking details are provided.
Critical Illness claim	Payment will be made within 5 days
Death claims (all cases)	5 days	Please submit: Completed signed claim form by employer (must be signed by a signatory) Documents  specified under Notes on the Claim form. N.B. An abridged handwritten death certificate is not acceptable. Please submit a copy of the BI 1663 document / DHA 1663A. N.B. If no documents are available, the death notification must include full names, date of death & salary at date of death. Momentum must be notified of the death within 6 months from date of death. NB: Ensure that the salary at date of death and banking details are completed on the claim form.
Death claims (taxable cases)	Payment will be made within 2 days of receipt of a tax directive
Disability claims (monthly & lump sum) assessment	10 days	Please submit: Job description Employee’s Declaration Employer’s Declaration Confidential Medical Report Copy of identity document Copy of payslip as at the last day at work.  Ensure salary, banking and monthly deduction details are provided Copies of all diagnostic test results/clinical investigation results and copies of available specialist reports Leave records for the preceding 2-year period together with copies of any sick certificates
Disability claims payments - lump sum (once the claim is admitted and after the expiry of the waiting period)	5 days
Disability claim payments - monthly income ( once the claim is admitted and after the expiry of the waiting period)	Initial payment - 6 working days. Thereafter monthly as agreed between the member and Momentum
Disability review	10 days	Please submit: Medical Report Certificate of existence or disability progress report Claimant update form Copy of identity document
Existing business quotations	4 days	You or your broker must submit: Quote request Updated member data Claims experience for new benefits, if your membership is 300 or more
Funeral claims (all cases)	48 hours	Please submit: Completed signed claim form by member (must be signed by a signatory) Documents  specified under Notes on Claim Form . NB: For payments to a funeral parlour, please submit a cancelled cheque as proof of banking details.
General queries	48 hours	Email your Scheme Risk Administrator.
Issuing of new legal contracts and endorsements	10 days	Please submit a completed New Business and Benefit Change Application document, including the Policyholder Protection Regulation requirements.
New business installations	10 days	You or your broker must submit: New Business Installation instructions document Signed quotation Membership data Other documents as  requested
New business quotations	5 days	Please provide your broker with: Quote request Member data Claims experience if your membership is 300 or more
Termination of existing benefits	30 days	Please provide  one month’s written notice to terminate  benefits. We would appreciate a reason for the termination and details of the new insurer, if applicable. Any underpayment will be due following a final reconciliation of premiums.
An additional 48 hours is required for payments into bank accounts in African countries other than South Africa.

For your policyholders to enjoy the risk benefit, it is important that policy premiums are be paid at the end of each month in which they are due.

Your scheme Risk Administrator or Momentum Consultant will provide you with the banking details.

Your policyholders can be left vulnerable if payments are delayed as the scheme cover could be placed on hold.

To offer you and your policyholders the best possible service, we rely on you the member to provide us with accurate, up-to-date membership and salary data. This is vital for effectively administering your scheme, and particularly critical during the scheme’s annual rate review.

For your employees to enjoy the risk benefit, it is important that policy premiums are be paid at the end of each month in which they are due.

Your scheme Risk Administrator or Momentum Consultant will provide you with the banking details.

You employees can be left vulnerable if payments are delayed as the scheme cover could be placed on hold.

As part of our service promise, it is important to us that new and eligible policyholders are covered as soon as possible. Your scheme policy outlines the eligibility conditions.

For your employees to enjoy the risk benefit, it is important that policy premiums are be paid at the end of each month in which they are due.

Your scheme Risk Administrator or Momentum Consultant will provide you with the banking details.

You employees can be left vulnerable if payments are delayed as the scheme cover could be placed on hold.

If you want to make any changes to your scheme’s risk benefits, please send in writing, either directly to Momentum or via your financial advisor.

The reason why you provide risk benefit to your policyholders is to enhance their Financial Wellness. However things can go wrong at claims stage if the required documents are submitted late or incomplete. To ensure that the complete claiming process runs effectively please make sure that the forms submitted are correct and signed. Please also ensure that all supporting documentation and forms are not submitted late.

As the policyholder, the employer needs to notify Momentum immediately of a potential disability claim. Late submission could whirlpool into negative outcomes. The sooner we know about the claim, the sooner our Wellness Care Centre can intervene and respond with appropriate treatment and rehabilitation in the interest of your business’ Financial Wellness and that of the affected policyholders. 

Take note of the ripple effect that may be caused by not submitting your claim on time.

This benefit pays a lump sum if a member is diagnosed with a critical illness or event, such as a stroke, blindness, cancer, kidney failure, heart attack, paralysis, heart surgery, major organ transplant, etc. If he claim is approved, the benefit is paid in terms of your scheme’s policy. Again, our Wellness Care Centre needs to be notified immediately.

Part of members Financial Wellness journey is ensuring their children’s educational needs are covered should they die. Please ensure also that all correct documentations are submitted.

A policyholder's death is not only traumatic for family members, but can create financial strain for dependants while pay cut of benefits are being finalised. To ensure death benefits are paid as quickly as possible, please provide written confirmation of a death claim within six months of the member’s death, together with the information listed in the admin guide.

To enable family members to give their loved one a dignified funeral, we strive to pay funeral benefits within 48 hours of receiving the claim documents. Please assist us by ensuring that all claim documents are submitted as soon as possible following a policyholder’s death. Incomplete or missing information will delay the payment of the benefit, and can cause unnecessary stress.

This benefit provides invaluable support to policyholders and their immediate families, including the spouse, children, parents and parents-in-law, in their time of need. For example:

If your policy includes the Conversion option, policyholders who leave your scheme may take out an individual life and disability benefit policy with Momentum as defined in the scheme policy. This option must be taken up within 90 days of the policyholder leaving the scheme.

If you are unhappy with the service you have received, we will make sure that the problem is resolved by following our complaints resolution procedure as stipulated on the admin guide