1 reviews | Active since Jan 2012
Very bad service delivery
<p>On 2 July I submitted a claim for property damage (RED CARPET) causded by a palm tree causing the border wall of our complex to crack and lean - a safety danger nog only to all the residents in our complex, but also the many pedistrians walking past the wall every day. It took me 35 WORKING DAYS to eventually come back to me to say my claim is rejected because its not a "sudden loss / damage" ... I would have accepted it if they could have told me that much earlier, but it took me about 12 emails and followup telephone calls just to eventually get the rejection letter. I can now eventualy via our Body Corporate take steps to repair the wall. People should seriously reconsider if they want to use Hollard as an insurance company, because they dont give a damn about their clients... just their money!<br /><br />@Hollard - if you care enough to reply - my claim number was JHBCLRC ********** 53</p>
Hello phillip-bruwer
Thank you for contacting us.
I am sorry your claim was rejected.
Our team will be in contact with you regarding your claim.
Kind Regards
Lynne Lawrence
***
Hello phillip-bruwer
Thank you for contacting us.
I am sorry your claim was rejected.
Our team will be in contact with you regarding your claim.
Kind Regards
Lynne Lawrence
***
Hello Lynne
Aren't you sorry that it took 35 working days to get to this point? Isn't the safety of your clients a priority?
Hello Lynne
Aren't you sorry that it took 35 working days to get to this point? Isn't the safety of your clients a priority?
So this is their reply:
Hollard Complaint Reference:
Date Received: 25 July 2017
Thank you for allowing us the opportunity to look into your complaint. After carefully reviewing all information submitted, we regret to inform you that our decision remains unchanged.
Our decision has been based on the following reason:
The policy does not extend to cover the loss you are claiming for.
If you disagree with our decision, you may write to the internal dispute review committee, who will independently review the decision to make sure you have been treated fairly. You can send an email ********** give all the relevant details or any additional information that will help us in making the final decision.
You also have the option to contact the Short-term Ombudsman for further consideration:
The Ombudsman for Short-term Insurance
PO Box 32334
Braamfontein
2017
Phone: (011) **********
Fax : (011) **********
Email **********
Kind regards,
Melanie Gollnitz
HBM Customer Experience Manager
First of all, I didn't dispute the outcome of my claim, my main concern is that it took 35 WORKING DAYS to communicate it to me. They're completely ingoring the main issue. I could have had all done by now but because of their poor service, I had to wait two months before further action could be taken. They still haven't said sorry, nor gave a reason why it took this long for a pretty simple claim.
So this is their reply:
Hollard Complaint Reference:
Date Received: 25 July 2017
Thank you for allowing us the opportunity to look into your complaint. After carefully reviewing all information submitted, we regret to inform you that our decision remains unchanged.
Our decision has been based on the following reason:
The policy does not extend to cover the loss you are claiming for.
If you disagree with our decision, you may write to the internal dispute review committee, who will independently review the decision to make sure you have been treated fairly. You can send an email ********** give all the relevant details or any additional information that will help us in making the final decision.
You also have the option to contact the Short-term Ombudsman for further consideration:
The Ombudsman for Short-term Insurance
PO Box 32334
Braamfontein
2017
Phone: (011) **********
Fax : (011) **********
Email **********
Kind regards,
Melanie Gollnitz
HBM Customer Experience Manager
First of all, I didn't dispute the outcome of my claim, my main concern is that it took 35 WORKING DAYS to communicate it to me. They're completely ingoring the main issue. I could have had all done by now but because of their poor service, I had to wait two months before further action could be taken. They still haven't said sorry, nor gave a reason why it took this long for a pretty simple claim.
It gives me the impression that all their responses are automated because they receive so much complaints.
It gives me the impression that all their responses are automated because they receive so much complaints.