1 reviews | Active since Feb 2022
Very Disappointed with Service
Hollard travel insurance was paid by us via MSC when we travelled on the MSC early January 2024. Our luggage was damaged , we reported it immediately to MSc at luggage counter in Durban . Filled forms , took pictures etc etc . When we got home we still had loads of paperwork to upload before Hollard looked at claim . Lady that was handling claim had a very bad attitude . We were asked to send quotes , which we did . Then we were asked to get repairs quote … we didn’t even know that there were suppliers for that . They requested we take it to Gopals in Pavilion , we found out later that they do not do repairs . Eventually we took it to a baggage shop in La Lucia who also do not do repairs but gave us an estimate to replace . Hollard claimed not to receive information, asked us to resend , also asked us to resend tickets etc which we had done previously. They took their own time and only responded 26/03 to inform us that they couldn’t get exact quote for the bags so they were only prepared to pay R918 per bag , after they removed their R2000 excess our payment was +\- R1600. This was for two medium sized Mercedes bags , a large roller duffel bag and another duffel bag . We even suggested that they check camera footage from MSC corridor to verify damage because since all our bags were damaged it had to be the staff that removed the bags from the corridor outside our room who had damaged the bags . Hollard was only interested in asking us to keep sending information, asking us for info regarding estimates for repairs which they knew we could not supply so as to delay claim . Now we are asked to settle for an amount for a bag on takealot for R918 . How can R918 for a duffel bag be equivalent to a hard shell Mercedes bag . People who are traveling on MSC please check what insurance is being sold to you and take additional travel insurance . Hollard service very disappointing, MSC needs to look into this .
Our Customer Resolution team is currently looking into this matter and will be in contact with you to address your dissatisfaction.
Regards
Our Customer Resolution team is currently looking into this matter and will be in contact with you to address your dissatisfaction.
Regards
This insurance company does not respect people and the staff are in need of training . My dispute has not been resolved. This complaints dept seems to be replying in an automated way but they do not do follow ups . The lady handling my query seems to have an issue with being challenged.
She agreed to reassess with the quotes we supp**** but when my husband corrected her about a statement she made in an email , her demeanor changed and she started requesting more quotes from us. She even went to the extent of asking us to go to Mercedes to verify it’s a Mercedes bag and get a quotation from them .
She is currently refusing to reassess claim until we provide more quotes. They follow no proper rules . Their rules are based on what suits them and what makes their lives easier . Example :They can use an online shopping quote if it suits them and works in their favour otherwise they will not only demand a physical quote but verify it with the supplier they sent you to ,and interview the person who supp**** the quote . Why send us to a supplier if Hollard staff can just call them and get a quote ?
It seems like the staff are trained to treat people with disrespect. The sad thing is that I have other Hollard policies and it appears that once you put a claim with Hollard you are at their mercy so they not bothered how long they take to settle a claim or what annoying requests they make to make you be inconvenienced . If anyone is travelling on the MSC please purchase cheap bags and keep the receipts for Hollard or you will get treated like a ***** . The maximum you can claim for each piece of luggage if damaged or lost is R1500 plus you need to deduct a further R500 excess. MSC seems to be selling insurance that doesn’t cover their passengers properly and buying it from a company that will disrespect and treat you unfairly.
This insurance company does not respect people and the staff are in need of training . My dispute has not been resolved. This complaints dept seems to be replying in an automated way but they do not do follow ups . The lady handling my query seems to have an issue with being challenged.
She agreed to reassess with the quotes we supp**** but when my husband corrected her about a statement she made in an email , her demeanor changed and she started requesting more quotes from us. She even went to the extent of asking us to go to Mercedes to verify it’s a Mercedes bag and get a quotation from them .
She is currently refusing to reassess claim until we provide more quotes. They follow no proper rules . Their rules are based on what suits them and what makes their lives easier . Example :They can use an online shopping quote if it suits them and works in their favour otherwise they will not only demand a physical quote but verify it with the supplier they sent you to ,and interview the person who supp**** the quote . Why send us to a supplier if Hollard staff can just call them and get a quote ?
It seems like the staff are trained to treat people with disrespect. The sad thing is that I have other Hollard policies and it appears that once you put a claim with Hollard you are at their mercy so they not bothered how long they take to settle a claim or what annoying requests they make to make you be inconvenienced . If anyone is travelling on the MSC please purchase cheap bags and keep the receipts for Hollard or you will get treated like a ***** . The maximum you can claim for each piece of luggage if damaged or lost is R1500 plus you need to deduct a further R500 excess. MSC seems to be selling insurance that doesn’t cover their passengers properly and buying it from a company that will disrespect and treat you unfairly.
Complaints department came back to me eventually to tell me that the assessor is requesting repairs quote . Amazing how the same assessor requested I go to a Mercedes dealership to verify it is a real Mercedes bag and get quote . She now tells complaints dept she is awaiting a repair quote . There is no sense of decency and honesty with this company. . Did complaints even investigate ? Because if they did they would see that the quote already confirmed that the bags could not be repaired..The incompetence is shameful.
My review was also withdrawn when I mentioned that Naked Insurance is underwritten by Hollard . Why is the truth being blocked .
This is no longer about the money as it will never cover the cost of my damages , this is about a principle and helping many other people who may not have a voice or a means to lodge a complaint.
Complaints department came back to me eventually to tell me that the assessor is requesting repairs quote . Amazing how the same assessor requested I go to a Mercedes dealership to verify it is a real Mercedes bag and get quote . She now tells complaints dept she is awaiting a repair quote . There is no sense of decency and honesty with this company. . Did complaints even investigate ? Because if they did they would see that the quote already confirmed that the bags could not be repaired..The incompetence is shameful.
My review was also withdrawn when I mentioned that Naked Insurance is underwritten by Hollard . Why is the truth being blocked .
This is no longer about the money as it will never cover the cost of my damages , this is about a principle and helping many other people who may not have a voice or a means to lodge a complaint.