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Monasen C

1 reviews | Active since May 2018

08 May 2018, 14:16

HOLLARD ARE **********

As a consultant my vehicle is my bread and butter and I was contracted to work for Hollard for 6 months, so working with them and seeing their products I decided to take out Hollard Motor Xtender on 01/11/2017. • 25th March my vehicle started smoking and lost power. • I towed the vehicle in (on my own expense as I didnt know what the issue was) • Report back was my rings on my pistons collapsed. • Put the claim through on the 29/03/2018 . • No response after that and my car sitting costing me storage cost. • Middle of April I lodge a complaint as I had no feedback. • Hollard and Mototech responded. "Waiting on decision from Management". • In the mean time I stranded with no vehicle, need to get to work. • After numerous phone calls chasing them. I got a rejection Letter on 4 May 2018. • Stating the claim was rejected on Detonation and Wear and Tear.

1. Detonation(they don’t pay on Detonation) - Firstly if it was detonation, my pistons and valves will be damaged yet my car still starts. 2. Wear and Tear - They claim don’t fix in first 6 months. I am in my 6 month. I myself didn’t know it was wear or tear. Been an honest individual when my car broke, I contacted them. As they statin their policy wording. Thats the right thing to do. Hollard Moto Xtender has managed to trap people when taking it out. You cannot claim if you in an accident, impact/collision, fire, misuse/abuse etc. (which is understandable). Only mechanical failure you can claim, but there is clause in that states if its Wear and Tear, you can only claim after 6 months. If the issue is not listed above ie accident, impact/collision, fire, and you using your vehicle, and suddenly breaks. The only thing left is wear and tear. Everything that falls in the mechanical failure can be set as “Wear and Tear” And that is up to Hollards discretion to say its Wear and Tear. And If after 6 months you claim they will only pay 50% of the claim. Hollard has created this loophole to take your money and not pay out. That is the definition of *****.

They dont call, email or even send a smoke signal. Hollards Customer service is disgusting and pathetic. You will find better customer service from a corner cafe than from Hollard. But just like ********* and ******* they will still deduct their money from you and offer no service in return. Add insult to injury, if I need to ever claim from this useless insurer again they will most likely say it related to my first claim therefore they not paying. I have started the process with the Ombudsman for Short term insurance

0
Replies (2)
Hollard Insurance
Hollard Insurance's reply08 May 2018, 14:45
Official

Hello Monasenc

Thank you fro contacting us.

I am sorry tour claims experience prompted you to contact us with a complaint.

Our team will be in contact with you regarding your complaint.

Kind Regards

Lynne Lawrence

***

MC
Monasen C's update17 May 2018, 08:46
Reviewer Update
Hi All Been 9 days since I posted. And a lot has happened. Hollard did try and contact me after my post. Unfortunately, I was unable to answer their call. And as they state once I have started the process with Ombudsman they have to wait. The Ombudsman has acknowledge my claim and has put it in the queue and here is their reply : ACKNOWLEDGEMENT OF RECEIPT OF THE COMPLAINT AND OUR REFERENCE: Thank you for the completed Application for Assistance received by this office on 9 May 2018. 2. PROCEDURE FOLLOWED ONCE COMPLAINT IS REGISTERED: 2.1 The insurance company will be afforded a period of 14 days to resolve the matter with you directly. Should the matter not be resolved to your satisfaction within this period, the insurer will provide this office with its comprehensive response to your complaint and we will proceed to investigate the complaint fully. 2.2 This process takes time, as this office has to give both you and the insurer (or broker) the fullest opportunity of putting forward the relevant information before we can make a recommendation or propose a resolution of the dispute. We have a very small staff complement and have to deal with complaints from all over South Africa. At any time, there are several thousand matters pending and you are requested to exercise considerable patience. 2.3 We will do everything possible to deal with your matter with the minimum of delay. However, in view of the volume of complaints we receive, you may not hear from us again for some time. We will be writing to you again, but except in the case of extremely urgent new developments or changes which you feel should be brought to this office’s attention immediately, please do not telephone or ask for further reports unless at least two (2) months have passed after you receive this letter. 3. TIME-BARRING CLAUSES: 3.1 This office has an arrangement with member insurance companies, which protects complainants against the operation of time-barring clauses in policies during the period that the matter is in our office. Time-barring clauses usually state that if you do not take legal action by issuing summons challenging the rejection of your claim within a certain period, you lose your right to sue. 3.2 However, where the time period for the institution of any proceedings, whether in terms of an insurance policy or the Policyholder Protection Rules, has expired before a formal complaint has been registered with this office, then we have no power to adjudicate a dispute without the consent of the insurer. The insurer is unlikely to consent to the referral of the matter to this office, unless there are compelling equitable reasons why steps to challenge the rejection were not taken within the specified time period. 3.3 Our Terms of Reference provide that the operation of a time-barring clause is suspended once the complaint has been received at our office. However time-barring will recommence 30 days after the closure of our file. You should at all times be mindful of these provisions if we are not able to resolve this matter to your satisfaction. 4. MOTOR POLICIES (IF APPLICABLE): Should you have an Extended Cover Policy covering the total amount owing to a financial institution, please ensure that the financial institution has lodged a claim/notified the relevant insurer of the incident. If your motor claim has been rejected and the vehicle is deemed to be uneconomical to repair, then please take note of the following: 4.1 Finance Agreement: The agreement entered into between you and the financial institution is separate from your insurance contract. Therefore, your liability towards the financier does not end should the vehicle be damaged/****** and you must continue to honour your obligations in terms of the finance agreement. 4.2 Towing, release and storage costs: Your insurer is not obliged to store your vehicle at its storage facility. Your insurer is entitled to insist that you take possession of your vehicle. Depending on the circumstances, it is suggested that you accede to your insurer’s request to arrange for your vehicle to be removed. Remember that, if the insurer removed the vehicle from your possession, then they have to return it to you. In the event of your insurer’s decision being overturned, there is a possibility you will be able to recover some or all of the expenses incurred by you in this regard.