Csurance/Hollard

Hello Peter please urgently assist with this as the further it escalate the more it becomes difficult to resolve ...I have been patient enough with getting solid and favourable feedback however it never worked....

Insured number: *** Phone Make: iPhone 6

I had been paying my phone insurance(R175) from 2016 after my first claim till early 2021 around February. A consultant called me to update my details, while doing that I asked her if I won’t have any problems claiming seeing that they’ve changed to Hollard, her response after confirming with a manager was “no you will not as your contract lapsed 24 months after you took the contract” I was livid as the whole time they were debiting about R175. My contact details or email address have not changed and no communication to make me aware of the “lapsed policy” but the debit order continued till 2021.

I then called for an investigation, spoke to a Mpho Tshukudu who said is escalating the matter. She asked me for statements, made her aware that my debit was stopped after the consultant told me the contract lapsed. So due to the period of when last the debit went through, she asked for the reference on the debit order, I was able to check and provided issued this to Mpho.

She later came back to ask me what kind of refund would I be able to take if they’re not able to give money...I asked her it’s unfair that they can’t reimburse me when they are the ones who did me wrong.

Mpho then came back to me saying they need to pull the call where the consultant called to update my details in order to listen to see where it all went wrong. She was meant to call me back, she didn’t. I called and she said she’s still waiting and will come back to me.

6-8 weeks I’m still waiting, called them and spoke to Nelisiwe Radebe, she then said that Mpho has been trying to get hold of me with no joy, of which is not true. However from the same feedback, the call recorded is still not there (mind you they do advise how all these calls are recorded and would be made available at a request) Apparently she has also escalated the matter. I’ve requested to speak to senior managers but to no avail.

This has been going from March and still no assistance. Imagine

Now Nelisiwe wants me to get statements from last year in order for them to see the debits. Getting a statement from when last debit went through ,it's a request that need to be done and cost way more than my monthly bank charges,I am not in a position to do that while they have a reference of all payments that came to them,cause should I have missed any payments they would have notified me and advise me of such....

If they were updating my details earlier in the year when everything went wrong, did they not see that they were debiting my account on lapsed policy as per their consultant...had I not asked if I will still be able to claim, then when would I have known that the policy lapsed 24 months after my last claim in 2016.

Meaning that I contributed R175 from 2018 after the “policy lapsed” to date for mahala

.Your prompt response will be highly appreciated .....thank you in advance

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