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Submitting your claim

Risk claims

To ensure that we process your claim quickly and efficiently, please contact our claims contact centre to lodge your claim.

Our business hours are Monday to Friday (excluding public holidays) from 08:00 to 17:00.

Types of claims


Death claims Open

For death claims, please supply us with the following documents:

  • A certified copy of the deceased's original official South African death certificate (BI-5).
  • A certified copy of the deceased's original identity document.
  • A certified copy of the beneficiary's original identity document.
  • If the beneficiary is a minor, we require a certified copy of an unabridged birth certificate, which reflects both parent's names.
  • Official proof of guardianship of minor beneficiary(ies).
  • A certified copy of the original letter of executorship.
  • The bank account details of the beneficiary, executor or cessionary (a person or legal entity to whom something is transferred or assigned) for payment. We also require a copy of a bank statement or a cancelled cheque as proof. The bank statement must be less than three months old and it should either be on the bank's official letterhead or have the bank's stamp.
  • The application for payment of a death claim form, completed and signed by the beneficiary, cessionary/executor or the legal guardian before a Commissioner of Oaths. Make sure that sections 4 and 5 are completed. The exact or probable cause of death is required, e.g. heart attack, motor vehicle accident, etc, stating the cause of death was natural or unnatural will not be accepted.
  • The medical certificate for death claim form needs to be fully completed by the deceased's general practitioner or the doctor who treated the deceased during the past five years or a doctor specified by Momentum.
Unnatural death claims Open

If the claim is due to an unnatural death, the following additional documents will be required.

  • A certified copy of the original post mortem report and a copy of the body identity document.
  • The unnatural death form completed by the SAPS investigating officer.
  • If the death was as a result of a motor vehicle accident we require a complete certified copy of the road traffic collision report (the official police report), including the front and back of all the pages.
  • A certified copy of the original judicial inquest report, including all witnesses' affidavits that form part of the report and any newspaper clippings (if any).
  • Blood alcohol test results.
  • Identification of Body document (available on completion of post mortem).
Funeral claims Open

If the policyholder is deceased, the claim will pay the person who has already paid for the funeral.

  • A funeral claim form, detailing the exact cause of death.
  • Certified copies of the identity documents for the deceased and the claimant.
  • Certified copies of the deceased's death certificate.
  • A bank statement for the claimant which may not be older than three months.
  • A receipt from the funeral parlour confirming the details of the person who paid for the funeral.
  • If this is an unnatural death, we require the unnatural death form.
Retirement annuity claims Open

The retirement annuity policy provides benefits that are payable to dependants and/or nominees of the deceased according to the rules of the fund. When we receive the requirements listed below, we will refer the claim to the trustees of the retirement annuity fund. They will determine whom the proceeds are payable to. We will then inform you of the options available to the recipients and of any additional requirements.

  • A certified copy of the original death certificate.
  • A certified copy of the deceased's original identity document.
  • A certified copy of the original letter of executorship or the appointment letter, only if the executor is instituting the claim.
  • A certified copy of the original marriage certificate or civil union registration.
  • Any divorce agreement concerning the deceased. Please confirm in writing if this is not applicable.
  • The unnatural death form completed by the investigating officer of the SAPS.
  • The determination of dependants questionnaire fully completed.
Functional impairment claims Open

Function impairment cover protects you against the long-term financial impact of permanent illnesses or injuries such as paraplegia, blindness and dementia.

In order to approve a claim for functional impairment, we will need proof that the illness has caused a permanent impairment. We require the following documents in order to process a functional impairment claim:

  • An up-to-date clinical report from the treating specialist, which must include the full diagnosis, prognosis, treatment plan and response to treatment, reference to reasonable optimal treatment and Maximal Medical Improvement is required. Regrettably, a report from a general practitioner will not be accepted.
  • A report on the latest tests carried out. As specific tests vary with different conditions, please contact the claims department for the exact diagnostic criteria.
  • A copy of the claimant's identity document, with the photograph clearly visible.
  • A copy of the policyholder's identity document, if this is different from the claimant.
  • The policyholder's bank details with a copy of a bank statement or a cancelled cheque as proof of these bank details. The bank statement must be less than one month old and it should be on the bank's official letterhead or have the bank's stamp.
Critical illness claims Open

The critical illness cover benefits provide financial protection against illnesses such as a heart attack, cancer, stroke, Alzheimer's and Parkinson's. You are also covered for injuries from accidents such as paraplegia, major burns and brain damage.

For critical illness claims you need to supply us with the following:

  • An up-to-date clinical report from the treating specialist, which must include the full diagnosis, prognosis, treatment plan and response to treatment. Regrettably, a report from a general practitioner will not be accepted.
  • A report on the latest tests carried out. As specific tests vary with different conditions, please contact the claims department for the exact diagnostic criteria needed.
  • A copy of the claimant's identity document, with the photograph clearly visible.
  • A copy of the policyholder's identity document, if this is different from the claimant.
  • The policyholder's bank details with a copy of a bank statement or a cancelled cheque as proof of these bank details. The bank statement must be less than one month old and it should either be on the bank's official letterhead or have the bank's stamp.
Occupational disability claims Open

Disability cover pays out if you can't work because of an injury or illness. You can use the payout to replace your lost income.

In order to process an occupational disability claim, we require:

  • An up-to-date clinical report from the treating specialist, which must include the full diagnosis, prognosis, treatment plan and response to treatment. Regrettably, a report from a general practitioner will not be accepted.
  • A report on the latest tests done. As specific tests vary with different conditions, please contact the claims department for the exact diagnostic criteria needed.
  • The completed lodging a disability claim form that has been signed before a Commissioner of Oaths.
  • The completed declaration by employer for considering a disability claim form. It must be completed by your last employer and must include the employer's official stamp.
  • A copy of the official proof (with the exact date) from your last employer stating your services were terminated due to ill health.
  • A copy of the claimant's identity document, with the photograph clearly visible.
  • A copy of the policyholder's identity document, if this is different from the claimant.
  • The policyholder's bank details with a copy of a bank statement or a cancelled cheque as proof of these bank details. The bank statement must be less than one month old and it should either be on the bank's official letterhead or have the bank's stamp.
Income Protection claims Open

Injury and illness affects your ability to work. Income protection cover helps you maintain your lifestyle when you're unable to work so that your you and your family are protected financially.

In order to process an income protection claim, we require the following:

  • A completed claim form.
  • A certified copy of your identity document.
  • A copy of the medical certificate from a medical specialist that confirms the injury or illness and the exact period of sick leave.
  • A copy of the hospital account.
  • Certified proof of your income for the past 12 months before the date on which you were diagnosed with the claim event. This can include salary slips, tax returns, and audited statements.
  • If the claim event was caused by an accident, we need a certified copy of the accident report from the SAPS or your employer.
  • A certified copy of the official proof of the business' overhead expenses for the past 12 months.
  • A copy of a cancelled cheque or a bank statement in the name of the policyholder.
  • Curator bonis appointment if the claimant is not able to handle his/her own financial affairs.
Complaints Open

All complaints can be directed to the Claims contact centre on 0860 441 111 or in writing to riskclaims@momentum.co.za.

General complaints

General complaints include service issues, claim assessment delay, etc. and are dealt with by the senior assessor of the relevant department.

The senior assessor will resolve the complaint and communicate the outcome to the complainant.

Claim decision complaints

These complaints can vary from a declined claim or a query on the percentage of the payment.

A letter stating the reason for declining a claim is sent to the claimant. If the claimant has new information to appeal this decision or disputes this decision, then they may submit a request to the contact details as supplied in the letter.

It is important to supply supporting information.

Referral to the Long-term Insurance Ombudsman

The mission of the Ombudsman is to receive and consider complaints against subscribing members and to resolve such complaints through mediation, conciliation, recommendation or determination.

  • Mini complaint - The Ombud is of the opinion that the complainant can settle the complaint directly with the company. The company is given the opportunity to settle with the client within 21 working days. If this fails, the client may refer the matter back to the Ombud.
  • Standard complaint - The Ombud is immediately involved and the company is requested to respond to the Ombud within 21 working days with comment on the allegations made by the complainant.

Once the Ombud is satisfied that all the information has been received and adhered to, the Ombud will make a provisional determination either in favour of the client or the insurance company.

The party that is ruled against has 30 days to respond. If new information is provided, the same process will follow. If no new information is provided, the Ombud's determination will become final.

We reserve the right to request any additional information. The cost of obtaining these requirements will be paid by the Claimant.