Declined to cover a claim

Hi there,

I'm writing about the recent claim (number: ********** ) handed poorly by Hollard, of which along with the shocking non-responsive helpdesk, the manager admitted the assessors didn't do their job in accordance when dispatched.

For this, I requested the following:

A) Full reimbur*****t of the claim that Hollard purposely delayed so not to cover it.

B) Or refund all my payments for the cover and to remove it from future monthly installments.

Below is the outline of the incident.

On the 16th February 2018, I took my car to the mechanic as two days after hitting a pothole, my car's front began feeling uneasy as well the steering was stiffening with abnormal noises. On the 20th February 2018, my mechanic informed me that the power steering rack was damaged by the impact of the pothole, which was leaking, and thus I submitted the claim to Hollard. On the 21st February 2018, I received a phone call stating my claim was rejected, as Hollard asserted the damage was from age and wear. Immediately afterwards, I then requested a full refund of the cover, as Hollard when giving me the cover and deducting funds from my account, had full knowledge the car is 21 years old with 472,000 KM on the clock. The front tyres however are less than a year old, and the car is maintained with yearly services. My request was responded via email, that the claim was with the manager for a second assessment that required 72 hours for an update. Since then, I emailed regularly each day for an update, but got no reply. On the 27th February 2018, I received a message stating my claim was reopened, and to further discuss the matter I'm to contact Miss Busisiwe Zulu for an update. My Mechanic at the time, informed me that on the 26th February 2018, Hollard assessors passed by again to take photos of the car, the same ones from the first assessment. From the 27th February 2018 to early 28th February 2018, I called regularly for an update, but my messages were ignored and wasn’t called back. I then advised the mechanic to proceed in fixing the car, as being without a vehicle since the 16th February 2018 which mounted costs of travelling with Uber, and also as Hollard ignored my request for further instructions. After midday on the 1st March 2018 and after more unsuccessful calls in reaching Miss Busisiwe, I requested to speak to the manager in charge, and was connected to Mr Nkululeko Mayaba. This manager informed me that are still waiting for a final reply from the assessors, as the assessment given was inconclusive. About an hour later, Mr Nkululeko Mayaba called me to say the assessors didn't know what they were doing as they accessed for cosmetic damage and not for mechanical damage. He then requested I take the car to an external assessor for a third assessment. This request was asked without offering to tow the car, nor advising any safety precautions, eventhough Hollard well knew I informed them the power steering is damaged which is dangerous to drive with. I informed Mr Nkululeko Mayaba, that a third assessment is not possible as repairs to the car already began, and he responded that the claim cannot be authorized as a result of a “pending diagnosis report”.

I find it disgusting how Hollard didn't deliver with prompt service right from the beginning of the claim request, and I’m feeling cheated that after a manager admits the assessors didn't fulfill their obligations in accessing for mechanical damage, my claim is left as "pending".

This is a recap of the unprofessional service by Hollard: Designated call centre agent to the claim was unresponsive. Excessive timeframe to no avail. Hollard charges me for damage cover, but backtracked on the excuse cause of the car's age eventhough it well knew of it's age when offering insurance for it. Assessors didn't do their job of doing the actual assessment. Manager admits assessors didn't do their job. Hollard, knowing of the damaged power steering, didn't offer to tow or precaution advice when asking to take the car for an additional assessment. Here, Hollard failed to acknowledge road safety. Hollard requires three assessments for a still "pending" claim.

I also have all the calls and emails of this poor service.

I sincerely hope from here onwards that Hollard reviews the incident, and doesn't allow it to occur again with other paying clients, and that either the repairs to my car are reimbursed or that all my monthly installments covering my car are refunded.

Up until this month, I paid every month to Hollard in the faith it would ensure good and safe service, of which from the above it clearly didn't.

Kind regards,

Filanthi Niarchos.