Subject: Urgent Complaint Regarding Hollard Policy Alterations and Lack of Communication

Dear Helopeter, I hope this message finds you well. I am writing to formally lodge a complaint regarding the unacceptable handling of my vehicle insurance policy by Hollard. My current policy explicitly stipulates an excess of R3 500.00. However, I was shocked to learn from the repairer that this has been unilaterally escalated to R7 100.00, without any prior notification, explanation, or communication from Hollard. I have been using the same email address for over a decade, and I have not received any correspondence that might justify this change. There is no excuse that can reasonably explain this lapse in communication, especially for changes of such magnitude. While I understand and accept periodic price adjustments, this is not a routine increase—this feels like daylight *******, plain and simple. To exacerbate matters, Hollard has also removed the car hire benefit from my policy, again without any form of communication or justification. This constitutes a unilateral change to the agreed-upon terms of my contract and is deeply concerning. I have made several attempts to reach out to Hollard to seek clarity and lodge my objections. Unfortunately, the experience has been equally frustrating—calls are dropped, consultants are routinely unavailable, and no meaningful assistance has been offered. This pattern of unresponsiveness leads me to believe that these obstacles are deliberately designed to deter customers from contesting unfair treatment. This situation is wholly unacceptable and reflects poorly on the standards and integrity that Hollard purports to uphold. I request that Hollard urgently provide me with: • A written explanation for the excess increase; • Justification for the removal of the car hire benefit; • Assurance that my concerns will be addressed promptly and professionally. I trust that this complaint will be treated with the seriousness it deserves. Yours sincerely,

Petite Sebetlela Policy Number:***7*001 ***