Fail to pay out death claim

<p><br />Policy number FFIP ********** 469P. ********** 967084</p> <p> </p> <p>Please assist me with the complain I made to Hollard funeral insurance company. They had called me regarding this complain and assured m that they will not pay and cash to me whereas they did confirm that they will pay.</p> <p>I made a death claim on behalf of my late mother on the 18/05/2017. On the 18/05/2017 (same day, which I was impressed) I receive an sms informing me that my claim documents have been received and one of the Hollard consultants will call me within 48 hours.</p> <p>On the 19/05/2017 I received an sms again stating that my claim is almost finished working on, and that was the last sms I received from Hollard.</p> <p>Since then I have been trying to contact Hollard group. On the 22/05/2017 I finally managed to get in contact with one of the consultants her name was Busisiwe, reference number for my call was ********** 59. She assured me that the claim is been finalized and it will reflect in my bank account within 24 hours, she also confirmed that the claim amounts to R10 000 will be deposited to me later on the day plus( R5000 ) that I will receive after 12 months. I was happy with the news told the rest of the family to wait for the clearance.</p> <p>Late on the 23/05/2017 I called again since they was no money deposited on my account. I spoke to a consultant named Hester (ref: ********** 17)she also confirmed that the sum of R10 000 will be deposited in my account within 24hours and I must just wait for it to reflect in my account. With no worry I waited because now two consultant have assure me that my claim has been processed.</p> <p>On the 24/05/2017 one of the consultants from Hollard called me informing that I will no longer be getting the money because there was a month that my mother didn't pay for her premiums (which he was not too sure of the dates) and the policy lapsed, so I will no longer get the money. And that was that.</p> <p>Now tell me, how is it possible that two of your consultants can confirm that I will receive the money where as the policy has "lapsed"?</p> <p>I thought Hollard was a trustworthy, professional company but I thought wrong.</p> <p>I need this to be resolved and deliver what you have promised and confirmed not once but twice. I just hope no someone will get back to me before I make any further steps.</p> <p>This was the email I send to them and even now they still say they will not pay.</p> <p>I feel that they had misrepresented the policy and made false and misleading information to myself.</p> <p>Kind regards</p> <p>Sinethemba <br /> ********** 645<br /> ********** 625</p>