LB
Leon B
1 reviews | Active since Feb 2014
23 Nov 2021, 09:35
Paying for Policy - no policy detail available
I have been paying via DB Order for a policy issued by Bidvest Bank as underwritten by Hollard Insurance. Given that I am reviewing my insurance portfolio, I require an updated policy document which is where my nightmare started. Despite providing Hollard, and on their recommendation Dotsure, with the policy reference number as appears on my DB order, as well as ID no's, they are unable to to identify the policy. They only referred me from pillar to post and some of the numbers provided just goes unanswered after selecting the option provided (no's provided ***,***, *** ). This is really abhorrent as it appears I have been paying for a policy (which payments they accepted) without anyone knowing what it is for?
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Replies (4)0
Replies (4)
Hollard Insurance's replyOfficial
23 Nov 2021, 12:17 Hello Mr Benadie
We are sorry that your experience has led you to contact us with a complaint.
Our Customer Resolution Department will look into this matter and get back to you as soon as possible.
Regards
Customer Resolution Team
We are sorry that your experience has led you to contact us with a complaint.
Our Customer Resolution Department will look into this matter and get back to you as soon as possible.
Regards
Customer Resolution Team
Hollard Insurance's reply23 Nov 2021, 12:17
Official
Hello Mr Benadie
We are sorry that your experience has led you to contact us with a complaint.
Our Customer Resolution Department will look into this matter and get back to you as soon as possible.
Regards
Customer Resolution Team
We are sorry that your experience has led you to contact us with a complaint.
Our Customer Resolution Department will look into this matter and get back to you as soon as possible.
Regards
Customer Resolution Team
LB
Leon B's updateReviewer Update
23 Nov 2021, 13:48My Bank today provided me with an alternative number for Hollard Insurance on their records being ***. Got through to a Fatima who stated it might be a funeral policy and she will transfer me to the correct department. After a while someone else (name not clear) picked up the call - asking me all the details again and then stated (without commenting or giving me the opportunity to ask if she could identify the validity of the policy no) put me through to yet another department which went unanswered and then just went dead. Really Hollard, is this the way you treat your customers .....?
LB
Leon B's update23 Nov 2021, 13:48
Reviewer Update
My Bank today provided me with an alternative number for Hollard Insurance on their records being ***. Got through to a Fatima who stated it might be a funeral policy and she will transfer me to the correct department. After a while someone else (name not clear) picked up the call - asking me all the details again and then stated (without commenting or giving me the opportunity to ask if she could identify the validity of the policy no) put me through to yet another department which went unanswered and then just went dead. Really Hollard, is this the way you treat your customers .....?
Hollard Insurance's replyOfficial
29 Nov 2021, 09:06Hello Leon
We are sorry that your experience has led you to contact us with a complaint.
Our Customer Resolution Department will look into this matter and get back to you as soon as possible.
Regards
Customer Resolution Team
We are sorry that your experience has led you to contact us with a complaint.
Our Customer Resolution Department will look into this matter and get back to you as soon as possible.
Regards
Customer Resolution Team
Hollard Insurance's reply29 Nov 2021, 09:06
Official
Hello Leon
We are sorry that your experience has led you to contact us with a complaint.
Our Customer Resolution Department will look into this matter and get back to you as soon as possible.
Regards
Customer Resolution Team
We are sorry that your experience has led you to contact us with a complaint.
Our Customer Resolution Department will look into this matter and get back to you as soon as possible.
Regards
Customer Resolution Team
LB
Leon B's updateReviewer Update
11 Jan 2022, 14:18It has been 2,5 months since engaging with Hollard Insurance and despite their assurances that "Our Customer Resolution Department will look into this matter and get back to you as soon as possible" - to date this matter is unresolved! I am more than happy to cancel our relationship but then require a refund of my premiums paid over many years.
LB
Leon B's update11 Jan 2022, 14:18
Reviewer Update
It has been 2,5 months since engaging with Hollard Insurance and despite their assurances that "Our Customer Resolution Department will look into this matter and get back to you as soon as possible" - to date this matter is unresolved! I am more than happy to cancel our relationship but then require a refund of my premiums paid over many years.