Hospital Claims : Mr SN Basson ID *** Policy No MDR***

I submitted two claims re my Hospital Cash back Policy with Hollard on 2018-01-30 at 10:57 to email address ********** as I was hospitalized from 8 to 9 Jan 2018 and then again from 17 to 20 Jan 2018 due to complications. This email address was given to me telephonically by one of Hollards phone in customer reps.

Receipt was acknowledged by Hollard via email at 10:59 on 2018-01-30 .

On 2018-02-02 at 13:19 I phoned Hollard to enquire re the status of my claim and was informed by Mr Mosojana Mabena (not sure if it is spelled correct) that both claims had been authorized and payment will be made in 24 hrs (REF ********** 744)

Payment never realized and on 6 Feb 2018 I phoned again to enquire re payment status , only to be told by customer rep Ada Sihele that there is no sign of my claim documents (REF ********** 447) and that it must be re-submitted.

I re submitted these claims AGAIN and received proof of receipt via email from from Ada Sihele . On her request I also cc'd my new email together with claim documents to her supervisor at email address sienamo@ Hollard.co.za (I never received any response from the latter up to date. I also emailed him/her again yesterday bur NO response)

On 2018-02-08 I emailed Ada Sihele again to request what the status of my claims are. I received a return email from her that she had submitted it to the relevant Dept and that I must phone them if I had any queries. I expected a little bit more from Hollard than this answer as it is them that had lost my initial claims and who is at fault here . It would have taken her 2 minutes to find out the status of the claims and get back to me but it was again left to me to deplete my airtime and stay on the line for 15 minutes only to be told that the claims are still pending. I expressed my dissatisfaction re her answer to her by email but never received any response from her.

I phoned again 2018-02-12 only to be told by a Hollard representative that they cannot help me as it is a policy issued by Standard bank. (a first for me as I have up till today always spoke to Hollard re these claims.) She put me through to a Standard bank customer rep who again told me that he cannot help me as it is a Hollard policy !!!!!!!!!!!!!!!

This is totally unacceptable and not the first time that claim documents got lost by Hollard after submitting a claim to Hollard. On a previous occasion I also had to resort to the “Hello Peter web site” in order to get results

Hollard is supposed to be a renowned financial institution in SA but my experience of their customer support and service is nothing less than shocking !

It is now 14 days since I initially submitted these 2 claims and still no result. This is totally unacceptable

I would appreciate your assistance in this matter please.