Hollard Travel Insurance: From routine claim to formal Ombud investigation

Company: Hollard Insurance Product: Travel Insurance (MSC Cruise)

I am raising this complaint to document my experience with Hollard Travel Insurance regarding a cruise cancellation claim.

On 11 September 2025, my wife was advised by her treating doctor not to travel due to pregnancy-related medical reasons.

On 17 September 2025, I formally requested cancellation of our MSC cruise booking and provided the doctor’s letter. After delays, MSC eventually issued written confirmation of cancellation, showing a forfeited R3,000 deposit.

I submitted a cancellation claim to Hollard on 30 September 2025, including all required documentation. Despite this, the claim was not finalised. Instead, I experienced repeated requests for additional medical detail and prolonged delays, without a clear decision.

Due to the lack of resolution and communication, I escalated the matter to the National Financial Ombud Scheme (NFO). After Hollard failed to resolve the matter during the internal dispute phase, the NFO has now opened a formal investigation under reference ***.

I am posting this review to highlight the difficulty encountered in resolving a straightforward, low-value cancellation claim and the lack of timely engagement. I hope this can be addressed constructively.

I remain open to resolution.