RE : POOR SERVICE

Details of Complaint: RE: LACK OF SERVICE / HOLLARD My Message refers . I have lodged my complaint in regard to Standard Bank Insurance Brokers and Hollard as my Underwriter . Its been a month since my accident and Hollard and standard Bank have been ignoring my numerous plea over the telephone about my Claim I have been calling over a month now every day and every day its the same story . My initial problem arose when standard bank did not notify me about my pro rate date for debit order to ensure adequate funds were transferred in the account . It was an online application and due to the premium offer i signed up knowing I bank with Standard bank for many years . The Debit order reversed and I was told it was a naedo system and they would run a Double debit on the 1st of June 2019 . On my bank statement the premium was paid for May the pro rata amount of 723.00 and on the 1st of June 2019 the second debit order went through successfully for 823.00 rands . Hollard keeps telling me to contact standard bank , standard tells me to contact General banking as they awaiting confirmation of premium from Standard bank to Hollard . My claims handler does not contact me an advise me on my claim and when I call I am told a different story . I have car hire for 30 days which ends on the 3rd of July . It now says its been reffered to management because the 1st premium was not met , but according to my bank statment two debits were done dating the 7th May which Covered me for the month of May and the second debit which covers the month of June which now we are moving on to the 3rd debit for July , I must pay my premiums every month and they refusing to process my claims , according to my policy please see below : 21. PERIOD OF GRACE FOR PREMIUM PAYMENT 21.1 If You put a stop payment on Your Premium this policy will automatically be cancelled from the Date that the premium was Due to be paid, subject to the period of grace. 21.2 We may decide to change the amount of Premium payable under this Policy at any time and if We do We will give You 1 (one) month’s notice of a change in Premium. 21.3 If according to the Schedule of Insurance this is a monthly policy, this policy is valid for one month. 21.3.1 In the event that the 1st (first) months Premium is not received by Us this policy will cancel with immediate effect and You will have no cover and this policy will be void from the first inception date. 21.3.2 If We do not receive Your premium by the Premium Due Date, or within 15 (fifteen) Days after the Due Date (with exception to the first months Premium as per 21.3.1), Your cover will still remain in force during the period of insurance which We have not received the Premium. The Premium therefore remains payable and at the next request for payment two debit orders will be submitted, in respect of the unpaid debit order as well as the normal one for the new month. When two debit orders are submitted to Your paying agent and only one is paid, this payment will be used to clear the oldest debt first. Should You have a claim during the Period of Insurance in respect of which the debit order has been unpaid, You must first settle the outstanding Premium before Your claim can be processed, alternatively, this Premium shall be deducted from any payment due to You. 21.3.3 The policy will be automatically cancelled when Premiums for two consecutive periods of insurance are not paid and We shall make no further request for Premiums. 21.3.4 The policy is automatically renewed for a further month every time You pay Your Premium, which must be paid on the Premium Due Date as defined. This is unfair as I have paid for my May premium on the double debit 01/06/2019 and I should be covered as per my policy inception date 07th of May 2019 . They want they money but they refuse to repair my vehicle which brings my income to pay my insurance as I need to travel to work and back . This is unacceptable as I have rights and Its my right to fair and just treatment .