Hollards poor Customer service

Herewith my email that I sent to Hollards complaints dpt on Thursday 24 Feb 2022, and still haven't received any feedback from them after they told me that they will revert back to me after 2 working days, and today is already 28 Feb 2022. Very upset as my claim hasn't been settled as yet. Very poor service from this insurance company.

I am still not happy with the outcome of this claim by Samson Madisha This claim has cause my wife tremendous stress and thus landed her up in hospital as we speak, she had her appendix removed today due to stress and fatigue. This claim has just caused alot of stress for us for the last 4 weeks. Why does a claim take so long after all?

Firstly when we had the surge in our area 4 weeks ago, 3rd February 2022, I called my insurance broker to inform her that my appliances had been damaged, as well as my garage motors and wall plugs. She said she will lodge the claim with Hollard on Friday 4th Feb 2022, exactly what she did. Claim was registered the following week, we were advised by her that Samson Madisha, the Broker claims consultant will deal with it, he advised our broker that we should get damage reports or he can send out an assessor, we then agreed to our broker that we will get it done quickly to speed up the process. That is what we did, sent it through to her, She then came back to us saying Samson said we should get quotes as well, but he never mentioned that even if we get quotes on damaged items, that he would get his own supplier quotes as well. So on 12 Feb 2022 we drove to Makro to get quotes as we know that the store is fully equipped with all sorts of appliances and also have alot of special deals from time to time. We got the quotes for the Tv's and Microwave, we also know that they sell high quality brands with satisfactory warranty periods. On Monday which was the 14th of Feb 2022, we sent through the quotes as requested by Samson Madisha via our Broker, with the damage reports as well as the quote for garage motors with repair costs etc.

Samson then advise our broker that he will get quotes from his own supplier that usually works with Hollard. That is when we got really frustrated, because we went out of our way, used our resources, time and money to get quotes for him, and never did he make mention that he will still get his own quotes upon receipt of ours, if we knew that from the beginning, we would've told him to get his own quotes from the word go. So now my question is, Who will reimburse us for our efforts, time, resources and money spent on getting quotes, doing his work for him, only for him to turn around and say, I'll get my own quotes, irrespective of serial numbers supp**** or not, is this what Hollard make their clients go through? Do work for them? So now I reiterate, who will bear the costs for our quotes that we had to get? Seeing that our Quotes now is too much for Hollard,or rather too much for Samson.

Where is the consistency in his work? He accepted a damage report and quote for Garage motors, and settled with cash in no less than 2 days upon receipt, without sending out an assessor to assess the motors etc. How does he know things are damaged? What if they are still working perfectly fine? If I was a *****, I could do Hollard injustice by claiming for things that is not even damaged or so, but I'm not. My question remains, where is the consistency in his work or rather Hollards consistency? Why is it now an issue with Makro's quote? Why is it now too much for his liking? The garage motor quote was no problem, and money settled quickly? Why now with the other appliances is it too much for him? My question remains, Where is the consistency in handling all claims the same way?

We are super frustrated in which Samson treated us, and now by force, we just have to take what he's offering, by settling cash for the items to be replaced, what if we feel that we want to upgrade our appliances, because currently the Microwave that we have, is discontinued, and according to Makro the new model is much smaller is appearance, what if we opt for another brand besides Defy and LG, but now by force we just have to settle for the cash that he offered, we are really not happy in the manner he treated us and our broker regarding this claim. If this is the way Hollard service their clients, then I would rather take my business elsewhere, my monthly premium may not be alot to the next person, but to me it is alot, as it doesn't fall from the sky.

So I suggest Hollard look into this matter urgently, I'm very unhappy with Samson. My main issue is the fact that we had to incur costs to do Samson's work, only for him to turn around and say he has his own suppliers. So what about our costs spent? Who will reimburse us for that?

Please advise regarding issue. Super upset and frustrated.

Kind regards Clayton