JW
Joy W

1 reviews | Active since Nov 2016

15 Feb 2024, 10:25

Hollard's lack of ethics

I was stationary at a red traffic light when a 20 year old client of Hollard's who had his license for a couple of months, came crashing into my car at high speed. The damage to my car with significant. I got two quotes which both estimated the repair at being between at R85 000 and R86 000 respectively. I was offered an initial sum of about R8000 from Hollard for my damage! A Hollard manager (whom I will name if this is not addressed), told me that this was because I was partially to blame - even though the client admitted liability when reporting the case to the police! Immediately after complaining, i was offered a sum of about R32 000, still less than half of the quotes for damage. I gone back the repair services and they have confirmed that this amount is way below the damage to my vehicle and is quite frankly, ridiculous. As a business, Hollard clearly does not believe in ethics, they're just hoping to make a quick buck, without caring about integrity and what is fair and just. If they do not address this mater, I will be reporting them to the ombudsman for insurance. Do NOT use Hollard - take a stand and say no to business practice that is not fair and just!

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Replies (7)
Hollard Insurance
Hollard Insurance's reply15 Feb 2024, 11:03
Official
 
Hello Joy
 
We are sorry about the poor service experienced. You have not provided us with enough information to locate your policy information that will help us address your complaint.  
 

To assist you further, kindly provide the policy number and  claim number.


 Regards
 Hollard Insure Customer & Broker Experience team 
JW
Joy W's update15 Feb 2024, 11:11
Reviewer Update
Thanks so much for getting back to me. The claim number is
JHB/HPLMMC/***TP

I have just heard back from someone in your team. who insists that he was correct in offering me the initial sum of just over R8000, based on the fact that I am partially to blame. Please can you engage with this person - his views are contrary to the police report on the matter and he should be disciplined for having no sense of due diligence or ethics. It borders on being arrogant in light of the facts.

I would really like to offer Hollard the opportunity to do what's right before I take this matter further.

Thank you for your prompt response, it much appreciated. I have also experienced exceptionally poor response times from the team assisting me. So I appreciate you getting back to me.

Regards
Joy
Hollard Insurance
Hollard Insurance's reply15 Feb 2024, 12:02
Official
 
Hello Joy
 
 
 
Thank you for bringing this to our attention.  We are sorry about the poor service experienced. 

 Our Customer Resolution team is currently looking into this matter and will be in contact with you to address your dissatisfaction. 

 Regards
 

Hollard Insure Customer & Broker Experience team. 
 
JW
Joy W's update15 Feb 2024, 16:26
Reviewer Update
I really appreciate that you are looking into this. I was also told that the offer of R32 000 was based on second hand parts for my vehicle. I don't think that this is ethical. I also feel strongly about the fact that it seems like the person doing the assessment on your side obviously did not read the police file - if he had done so, he would have seen that I was to stationary at the time of the accident. Yet, he still believes that I should be offered R8000 for extensive damage to my vehicle.
JW
Joy W's update19 Feb 2024, 10:24
Reviewer Update
Hollard has now reported that they have 'investigated' and 'resolved' my complaint. I have received an email advising me that the amount of R32 000 is fair and is based on the fact that a specific service provider can do the repairs at that cost. This is the exact SAME service provider that quoted me R86 000. I have since been in contact with the service provider and they deny that they provided Hollard with a quote of 32 000 - that there is no way that the job can be done for that amount. This is such incompetence on the part of Hollard- again - it's *********. What now Hollard?????? You deserve a zero out of ten for ethics and basic competency. Your investigation was a sham.
Hollard Insurance
Hollard Insurance's reply19 Feb 2024, 10:54
Official
 
Hello Joy
 

Your message has been forwarded to the complaints handler.
 


 Regards
 Hollard Insure Customer & Broker Experience team 
JW
Joy W's update20 Feb 2024, 14:19
Reviewer Update
Still no explanation from Hollard as to why your service provider says they never quoted you R32 000 for fixing my car. Nothing but automated messages saying that the matter is being investigated, but no-one can explain why your service provider denies giving you a quote of R32 000