1 reviews | Active since Jan 2010
*********** Call Centre Agent Busisiwe not processing my request!
<p>I have a funeral policy with Hollard & called the call centre on 27/01 at 14:38 and spoke to Busisiwe to add my brother onto my policy for R20,000 cover. She advised that I cannot add him immediately but as of 26/02 on my next debit date which I agreed to with a new premium of R292.75. I even remember asking her if she was sure as the increase to cover him was very low & she said yes. But now months later, I check my debits & realize that I didnt receive documents confirming this nor was I charged more which leads me to believe that Busisiwe never added my brother as requested.. I also asked her to call me the following week to add more family member. So now I want a Manager to listen to the call & send it to me as I was under the impression that my brother is covered when it might actually not be the case. Please get a Manager to email me feedback directly ASAP!</p>
Hello ckz
Thank you for contacting us.
I am sorry you have not received your updated policy documents.
Our team will retrieve the calls and be on contact with you.
Kind Regards
Lynne Lawrence
***
Hello ckz
Thank you for contacting us.
I am sorry you have not received your updated policy documents.
Our team will retrieve the calls and be on contact with you.
Kind Regards
Lynne Lawrence
***
Hi Lynne,
The issue here is not that I have not received policy documents - I did initially receive it but my issue is that there should be 5 people covered on my policy so since I did not receive written proof that my brother was added as requested, it leaves me to believe that my telephonically recorded request was not actioned. This makes me feel very nervous because if this is the case, what will Hollard do to me in my hour of need, God forbid??
Also since I loaded this complaint, somehow I was double debited the premium of R272.16 today which is impossible because no payment has been missed since inception. Please return my money immediately because this is ******** & I did not budget for this!
I just cannot understand how Hollard operates because this is unacceptable.
I will await your urgent email response.
Hi Lynne,
The issue here is not that I have not received policy documents - I did initially receive it but my issue is that there should be 5 people covered on my policy so since I did not receive written proof that my brother was added as requested, it leaves me to believe that my telephonically recorded request was not actioned. This makes me feel very nervous because if this is the case, what will Hollard do to me in my hour of need, God forbid??
Also since I loaded this complaint, somehow I was double debited the premium of R272.16 today which is impossible because no payment has been missed since inception. Please return my money immediately because this is ******** & I did not budget for this!
I just cannot understand how Hollard operates because this is unacceptable.
I will await your urgent email response.
I still have not received a copy of the recording via email. Please advise how long this will take as I am growing impatient waiting for resolution for the matter because Hollard has failed to provide any sort of assistance other than send a generic reply to my post & send me a policy document I already received.
I have already drafted a complaint to the Ombudsman but I am allowing Hollard an opportunity to resolve this matter amicably.
I still have not received a copy of the recording via email. Please advise how long this will take as I am growing impatient waiting for resolution for the matter because Hollard has failed to provide any sort of assistance other than send a generic reply to my post & send me a policy document I already received.
I have already drafted a complaint to the Ombudsman but I am allowing Hollard an opportunity to resolve this matter amicably.