I am extremely disappointed with the manner in which Hollard Insurance has handled our third-party insurance claim

I am extremely disappointed with the manner in which Hollard Insurance has handled our third-party insurance claim following an accident involving a truck insured by Hollard and owned/operated by Valucorp Transport.

The accident occurred on Edwin Swales Drive in Durban, where the Valucorp Transport truck collided with our Opel Corsa (registration ***).

We are the innocent third parties in this incident. Our vehicle was damaged through no fault of our own, and we have been left dealing with the consequences while Hollard has failed to provide satisfactory communication or meaningful progress regarding our claim.

Our claim reference is ***.

All the requested documentation was submitted, and we were informed that the claim had been referred to Hollard's Liability Department/Legal Department on 7 October 2026.

Since then, we have experienced ongoing frustration trying to obtain basic information about the progress of the claim.

Despite numerous follow-ups, we have not received satisfactory clarity on:

* Whether the liability investigation has commenced or progressed. * Whether an assessor has been appointed to inspect our vehicle. * When the vehicle assessment will take place. * Whether any additional documentation is required. * Who is responsible for managing our claim and providing updates. * How the accumulating storage costs at the panel beater will be handled. * When we can realistically expect a decision and resolution.

Our vehicle remains at the panel beater, and we are facing the possibility of accumulating storage charges due to delays outside our control.

We have been referred to the Hollard Legal Department and specifically to Talia Naidoo, yet we are still struggling to obtain clear and meaningful feedback.

We have made repeated attempts to communicate with Hollard, including sending follow-up correspondence requesting an update and clarification. Unfortunately, our attempts have not resulted in the level of communication or assistance one would reasonably expect from a major insurance company.

What makes this situation particularly unacceptable is that we are innocent third parties. We did not cause this accident, yet we are left without our vehicle, facing potential additional expenses and having to continuously chase an insurance company for answers.

We understand that insurance investigations take time. However, there is a difference between allowing reasonable time for an investigation and failing to communicate with affected parties.

**WHAT WE EXPECT FROM HOLLARD:**

1. Immediate management intervention and escalation of our complaint. 2. A written update on the current status of claim ***. 3. Confirmation of the progress of the liability investigation. 4. Confirmation of whether an assessor has been appointed and when our vehicle will be assessed. 5. Written clarification regarding responsibility for storage charges accumulating at the panel beater. 6. A dedicated contact person who will take responsibility for communicating with us. 7. A clear and reasonable timeframe for the next steps and resolution of this matter.

We are not asking for preferential treatment. We are asking for fair treatment, accountability, professional communication and reasonable assistance.

Hollard is the insurer of the vehicle responsible for this accident, and we believe that innocent third parties should not be left in financial uncertainty and frustration because of poor claims administration and communication.

We sincerely hope that making this complaint public will finally result in someone at management level taking ownership of this matter.

We expect a formal response and urgent intervention.

**Claim ***

**Vehicle: Opel Corsa – ***