WR
Wesley R
1 reviews | Active since Sept 2017
05 Sept 2017, 20:10
Cant belive service from Hollard Insurance
I have always thought high of Hollard until now.
We purchased a vehicle from CMH Ford umhlanga and was told to take this wonderful gap cover that is meant to be stress free. We have been debited every month with no problem. for some reason the debit bounced for the first time on the 1st July. Unaware of this bounced debit order we got a phone call from the consultant. My wife had asked them for there banking details to make payment and the consultant said not to worry they will do a double debit a the end of the month. So far so good. my wife was involved in an accident in July and we were informed that the vehicle was uneconomical to repair and was getting written off. Hawk eye insurance paid the retail value out on the vehicle and we were left with a balance of R28000 so we logged a claim with Hollard Insurence and was sent a rejection letter stating that the debit order was not paid. I cant believe this as there was a payment arrangement made by the consultant. The end of August the double debit was paid. so now they have payment and still rejecting the payout. Well i got to say i am very disappointed in Hollard Insurence and will be taking this up further with the ombudsmen. I will also be writing a letter to Ford Head office to advise them to not offer this gap cover explaining what has taken place. I will also be taking this to the newspaper and Wendy Nola at East coast Radio.
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Replies (5)WR
Wesley R's updateReviewer Update
05 Sept 2017, 20:13this is the email i have now sent to them.
To whom it may concern,
Please be informed that Mrs SL Reinecke was unaware that the debit order had bounced. When the consultant contacted Mrs SL Reinecke to inform her that the debit order had bounced Mrs SL Reinecke had asked them to send her banking details to do the payment. The Consultant told her not to worry as they would double debit her at the end of the month. This was an arrangement made by the consultant. Mrs SL Reinecke was happy to make immediate Payment. There for because your consultant chose to rather do a double debit Mrs SL Reinecke should have still been covered as there was an arrangement . Please can you proceed with this claim and pay the balance out to the bank as per policy. If this is still refused please will you re state so in a letter explaining why you are refusing this claim after there was an arrangement in place. We will then take this matter up with the ombudsmen and proceed with further action.
Kind Regards
Wesley Reinecke
WR
Wesley R's update05 Sept 2017, 20:13
Reviewer Update
this is the email i have now sent to them.
To whom it may concern,
Please be informed that Mrs SL Reinecke was unaware that the debit order had bounced. When the consultant contacted Mrs SL Reinecke to inform her that the debit order had bounced Mrs SL Reinecke had asked them to send her banking details to do the payment. The Consultant told her not to worry as they would double debit her at the end of the month. This was an arrangement made by the consultant. Mrs SL Reinecke was happy to make immediate Payment. There for because your consultant chose to rather do a double debit Mrs SL Reinecke should have still been covered as there was an arrangement . Please can you proceed with this claim and pay the balance out to the bank as per policy. If this is still refused please will you re state so in a letter explaining why you are refusing this claim after there was an arrangement in place. We will then take this matter up with the ombudsmen and proceed with further action.
Kind Regards
Wesley Reinecke
Hollard Insurance's replyOfficial
06 Sept 2017, 11:37Hello ***
Thank you for contacting us.
I am sorry your claim was rejected.
Our team will be in contact with you regarding your claim and premium apayment.
Kind Regards
Lynne Lawrence
***
Hollard Insurance's reply06 Sept 2017, 11:37
Official
Hello ***
Thank you for contacting us.
I am sorry your claim was rejected.
Our team will be in contact with you regarding your claim and premium apayment.
Kind Regards
Lynne Lawrence
***
WR
Wesley R's updateReviewer Update
18 Sept 2017, 09:56This is the reply i got, Please note Payment is up to date.
Dear Mrs Reinecke
We acknowledge receipt of the telephonic correspondence from Mr Reineke dated 14 September 2017.
We have taken note of the concerns regarding the 15 day grace period. Kindly note that where a premium payment has not been made on the agreed debit date, the policy allows a grace period of 15 days for the client to make the payment. Only once payment is made will the insurance cover continue. During this period there is no cover provided for any claims that may arise due to the default in premiums.
With regards to the SMS communications which Mr Reineke disputed having received, we are unable to comment on why the messages were not received by yourself, however our records show that several SMS notifications were sent to the number that we have on record, which is ********** 803.
In terms of the defaulted premiums on 31 July 2017, we understand that you had several other debit orders being deducted from your bank account on the same day, which may have resulted in funds being insufficient for the CMH Shortfall premiums to be successfully collected. Although this unfortunate situation may have been the case, the policyholder is required to ensure that there are sufficient funds in their bank account to allow for all agreed debit deductions to be successfully collected. A payment arrangement was made on 20 July 2017 for the double premium to be debited on the 31 July 2017 and therefore it is the responsibility of the client to adhere to the arrangement and ensure that funds are provided for on the agreed date, and not later.
Regrettably the shortfall claim remains declined as there was no cover at the time of the incident. Should you be unhappy with the information that we have provided to you, you do have the option of approaching the Short-Term Insurance Ombudsman’s offices for an independent adjudication in the matter. The details of the ombudsman’s offices are as follows:
WR
Wesley R's update18 Sept 2017, 09:56
Reviewer Update
This is the reply i got, Please note Payment is up to date.
Dear Mrs Reinecke
We acknowledge receipt of the telephonic correspondence from Mr Reineke dated 14 September 2017.
We have taken note of the concerns regarding the 15 day grace period. Kindly note that where a premium payment has not been made on the agreed debit date, the policy allows a grace period of 15 days for the client to make the payment. Only once payment is made will the insurance cover continue. During this period there is no cover provided for any claims that may arise due to the default in premiums.
With regards to the SMS communications which Mr Reineke disputed having received, we are unable to comment on why the messages were not received by yourself, however our records show that several SMS notifications were sent to the number that we have on record, which is ********** 803.
In terms of the defaulted premiums on 31 July 2017, we understand that you had several other debit orders being deducted from your bank account on the same day, which may have resulted in funds being insufficient for the CMH Shortfall premiums to be successfully collected. Although this unfortunate situation may have been the case, the policyholder is required to ensure that there are sufficient funds in their bank account to allow for all agreed debit deductions to be successfully collected. A payment arrangement was made on 20 July 2017 for the double premium to be debited on the 31 July 2017 and therefore it is the responsibility of the client to adhere to the arrangement and ensure that funds are provided for on the agreed date, and not later.
Regrettably the shortfall claim remains declined as there was no cover at the time of the incident. Should you be unhappy with the information that we have provided to you, you do have the option of approaching the Short-Term Insurance Ombudsman’s offices for an independent adjudication in the matter. The details of the ombudsman’s offices are as follows:
WR
Wesley R's updateReviewer Update
18 Sept 2017, 10:01Hi Fikile,
I am very disappointed to receive this response as I really thought you guys were there to help.
I will be contacting the ombudsman as well as be posting this to hello Peter and all social media platforms. I will also be taking this up with Ford Head office as that is the dealership that we purchase our vehicles from. I will inform them that we will not be taking any of your policies in the future and they need to find alternate insurers. Once again I am very disappointed with the outcome of this policy as we have always made payments and the account even today is up to date.
WR
Wesley R's update18 Sept 2017, 10:01
Reviewer Update
Hi Fikile,
I am very disappointed to receive this response as I really thought you guys were there to help.
I will be contacting the ombudsman as well as be posting this to hello Peter and all social media platforms. I will also be taking this up with Ford Head office as that is the dealership that we purchase our vehicles from. I will inform them that we will not be taking any of your policies in the future and they need to find alternate insurers. Once again I am very disappointed with the outcome of this policy as we have always made payments and the account even today is up to date.
WR
Wesley R's updateReviewer Update
18 Sept 2017, 10:06and as to the response quoted "we understand that you had several other debit orders being deducted from your bank account on the same day, which may have resulted in funds being insufficient for the CMH Shortfall premiums to be successfully collected. Although this unfortunate situation may have been the case, the policyholder is required to ensure that there are sufficient funds in their bank account to allow for all agreed debit deductions to be successfully collected. " Please Take note that as explained the debit orders that came off the account were unexpected debit orders due to the bank debiting full installment + Insurance debiting full installment + access been debited for the accident. Please note when it bounced i made an eft payment same day.
WR
Wesley R's update18 Sept 2017, 10:06
Reviewer Update
and as to the response quoted "we understand that you had several other debit orders being deducted from your bank account on the same day, which may have resulted in funds being insufficient for the CMH Shortfall premiums to be successfully collected. Although this unfortunate situation may have been the case, the policyholder is required to ensure that there are sufficient funds in their bank account to allow for all agreed debit deductions to be successfully collected. " Please Take note that as explained the debit orders that came off the account were unexpected debit orders due to the bank debiting full installment + Insurance debiting full installment + access been debited for the accident. Please note when it bounced i made an eft payment same day.