Hollard Funeral Policy

Item: Hollard Insurance
Rating: 1
Author: Thembisile N

I have (had) a policy with Hollard for over 5 years now. I had my parents and immediate family covered. Today I called because on the online self service portal, it says my policy has lapsed.

I have been paying premiums from my account for over 9 months and today I was told my account lapsed in November 2019 and an sms was sent. I didn't see this sms at all and there was no email orletter sent to me. When I would be behind on payments, I always got a letter or email. So blindly ive been paying my premiums and now they want me to get a refund an open a new policy with a new waiting period of 6 months again and this time, the part that actually ****es me off is that nowmy father can't be covered because he's over 80. They can't reinsate my policy even with all my payments etc and now my father can't be covered on a new policy.

I'm so dissatisfied with this service and I'm not sure if I'll ever be able to trust them. I contacted them to debit from my account, they didn't do that yet even with all my payments, they've lapsed my account.

I'm definitely taking this further

Helpful (0)

Replies (3)

Hollard Insurance's replyOfficial

26 Oct 2020, 16:12

Hello Thembisile Ntsane

We are sorry that your experience has led you to contact us with a complaint.

The matter has been referred to our customer resolution team for assistance and feedback will be provided as soon as possible.

Regards
Hollard Group Complaints

Hollard Insurance's reply26 Oct 2020, 16:12

Official

Thembisile N's updateReviewer Update

27 Oct 2020, 12:22

Good day, I received a call yesterday and I was told to go visit one of the Hollard branches to sign forms etc since they cannot assist me over the phone. I have just been at the branch in Bloed Street, Pretoria.

The consultant couldn't help, said the manager would explain the same thing. The manager Thembisile could also see that my policy was not supposed to lapse since there are payments reflecting but there's nothing she can do on the system since 4 months have passed.

I can't believe that this cannot be resolved! I don't want a refund, I want my policy reinstated, thats it.

Thembisile N's update27 Oct 2020, 12:22

Reviewer Update

Thembisile N's updateReviewer Update

30 Oct 2020, 10:12

Thank you so much to Bongani Mthembu who speedily assisted me with my query. My policy has been reinstated and I am grateful for the professionalism and care in which he took on my case and helped me resolve it. I am happy with the outcome.

As a recommendation, alot of things would be much clearer with regular communication from Hollard as well as detail regarding policy updates. I'm once again a happy client.

Thank you

Thembisile N's update30 Oct 2020, 10:12

Reviewer Update