********** HOLLARD CUSTOMER SERVICE

Hollard surely knows how to depress and disappoint a person. I have been on this insurance since August 2015. Every month I never skipped any premium. Yet when I need their service, what a horrible experience!!!!!

My car broke down on 2 Jan 2018 on the way from Bloem to Kimberley. It could not start anymore. I started first with roadside assistance call. After minutes of listening to the music on the phone, an operator answered. I explained my situation and she put me through to another line. I held the phone for an additional 10 minutes being told a high influx of calls is experienced and I must please hold. It went on until I ran out of airtime.

I called again after loading airtime. Again I ran out of airtime. With no luck. I got to be assisted by other drivers who were passing by and was towed to Kimberley and had to pay for it. The next day I wrote an email to customer service giving a report and asking for further assistance in terms of where must I take the car and what must happen ? It was an automated response that my query will be attended to within hours. I again sent an email to ask about car hire since am in need of one. The response from a different email just said''Yes, your policy does have car hire option. Should you need assistance call our call centre at....'' I called the numbers, again it was the holding on and later how they are experiencing a high volume of calls.

Am part of those callers, and need urgent assistance. What I do not understand is that, am the one who must always write emails or make calls and yet, no one comes back to me by calling, except automated responses that says you will be attended to within 48 hours. IT is almost 2 weeks and I have never received a single call. The next thing what they do, is to send me a text by sms asking for record service of previous 3 years. The sms does not even say to which email address(each time I get an email response there is different ones). Now they want to look for something to can use in order to not service me.

They cannot even call me to confirm the receipt of my emails. Am very disturbed,disappointed and perplexed by this kind of service that is poor and really not to the level of what they promise when they market their product. What does one have to do to get their attention and assistance now?

Totally dissatisfied and unhappy.