Unilateral Change of Policy

I’ve been a customer of Hollard Legal Insurance for many years; therefore it pains me to lodge this complaint again among the many others I have made over the years. I essentially have a complaint to which one could no longer turn a blind-eye to and goes against the grain of good customer service. I’ve been paying my premiums religiously in all this time, however essentially most of my claims for various reasons, whenever they could find a loophole to do so, yet I stayed loyal and didn’t opt for going to the position, which in hindsight I should have done a long time ago. I’m however even more appalled by the bad service I received from them this time around. I upgraded the legal-policy again in 2016 and have been religiously paying the required premiums. I however late received a letter in the mail stating that the policy had again been upgraded, but this time there is a new policy number with a new inception-date. This very disturbing to me and not at all good news, because judging by the nasty past experiences I had dealing with Hollard; they could easily use it as a loophole to again repudiate any future claims. Ever since receiving the mail, I had called the Call-Centre on numerous occasions. It however pains me to state that they have one of the worst team of admin-staff, if not the worst I had ever come across. Each person passes the buck and everyone you speak to promises to investigate and get back to you with a resolution. However they never revert back to you and you have to call back again and invariably you speak to a new person and you have to relay the whole story again to this different person. In the process you spend on average 10 minutes on the phone, spending your own money on the call, with no joy in the end. I feel I have no other alternative to bring this unsatisfactory conduct to the management’s attention. Under normal circumstances I would have let it slide, but it’s just that I'm very irate and disgruntled. It is not my intention to rock the boat and/or put people in trouble, but I’m sure that I’m not unreasonable in asking for the service and assistance I’m paying for. I believe that HOLLARD can ill afford such conduct by its staff, not when it strives to position itself as the preferred Legal Cover Provider in South Africa. This issue smacks of incompetence and invariably leaves a bad taste in the mouth. I have never experienced such bad customer service before, not even from your less sophisticated competition. I sincerely hope that not one more HOLLARD customer has to endure this treatment.