21st Century Life/Hollard

I'm a client of 21st Century Life received extremely poor service after submitting my claim. I lost my family member on 13 December 2021 and burial was conducted using another funeral parlor from my mom's society.Obviously, I had to submit my claim to be paid in cash since 21st Century didn't conduct the burial and made a plan to cover all the other costs thinking that I'll get the money in a few days. I submitted my claim on the 17th December 2021. When I followed up on the 21st December 2021 as I never received the claim money. I was then told that it's during holidays the underwritters (Hollard) will take 48 to 72 hours to make the payment but their offices might be closed because it's holidays.

24th December I phoned again to follow up but there was no answer. I phoned the lady by the name of Zanele whose been super awesome throughout the whole process and she told me that claims department knocks off at 10h00 hence I might not find anyone. I did understand since it was Christmas eve.

On the 28th December, there was still no payment and the claims person by the name of Thabisile was not answering my calls. I then drove to Vereeniging Branch and the ladies there were so professional and helpful. They assisted with resubmission of my documents and connected me to speak to the claims person who promised to make the payment on the 3rd January 2022. Today's the 3rd January 2022 and payment hasn't been made. I should've been told when I joined or opened the policies to tell my family member not to die during holidays since Hollard doesn't process claims during that time.

Extremely disappointed and frustrated