Hollard Insurance and Reid Raetzer Insurance Brokers

Hello Peter

I have been encouraged by Hollards "Head: Insure Customer Excellence" to write to you based on the experience I have received.

I just want to warn people out there who are using Reid Raetzer Insurance Brokers who work with Hollard Insurance when it comes to a claim that everything is not all what they promise.

We have video footage of the accident which happened on 8th of April 2022. Following their procedure, they gave my daughter a quote stating that the car can be fixed but there was a delay on parts so she waited for the panel beater to have the parts before taking her car in as she had a one month car hire with the insurance company and wanted to ensure that all worked hand in hand.

She did not expect the job to take two months to fix.... whereby Hollard made the panel beater pay for the second month. After a stream of emails from both parties whereby they passed me from one person to another as NOBODY from Hollard seem to have contact details on their signature.

Hollards "highly qualified" assessor did not even QC the job properly even though he was present at their factory he did not add any value. My daughter was told her car was ready for collection and had to pay the excess PRIOR to seeing the vehicle and the panel beater wanted my daughter to sign release forms requesting their service rating. My daughter refused to sign these forms until she had seen her car. Reluctantly they allowed her to view her vehicle where by she pointed out all the issues, and has photo's and video's which she shared with Hollard. They promised all will be sorted.

A week later she was told to collect her car and on handover there was no assessor present. My daughter phoned Hollard and a team working for this assessor came out to view the workmanship at my home as my daughter was forced to take her car, which she signed under duress, when they came to view her car, needless to say they were appalled by the workmanship, they too took photos of their concern as even to a layman who has not worked in this industry can see with the naked eye that this was not excusable.

I in turn sent an email to Hollard asking them to give me a list of their latest updated preferred suppliers. The supplier they used was not on this list. Hollard have since denied this, so is their paper work not up to date..... when adding preferred suppliers to your books as a third party you need to ensure that the supplier has updated their certifications, so that as an insurance company you can give your client confidence when their car is sent to their "preferred supplier" that all processes have been followed .

I phoned one of the certified suppliers to find out that the panel beater is not on their books. Hollard have since given me an email on 14th Oct and as per their quote "On behalf of Hollard, I would like to extend our sincere apologies for your poor claims experience" and on their apology email they offered me a "small token of appreciation by presenting you with a Nando’s voucher". Seriously!!!! To date NOBODY has come back to me as all we want is the car to be fixed.... now they trying to take the easy way out and write the vehicle off...

My daughter has looked after her car taken it for ALL its services, so knows the condition of her engine, she also received confirmation that the axil was not bent in this accident. What can she purchase now with what they are offering, somebody else's problem as we do not know if their car has been in an accident or if engine is 100%, as she does not have the funds to purchase another new car (as this was her first brand new car).

Needless to say Reid Raetzer Insurance Brokers have just quietly sat back and sent the odd email but have done nothing to assist in this claim.