Worse Ever

Hollard is South Africa’s largest privately-owned insurance group with turnover exceeding R15 billion.

And below is the reason why:

We were forced to accept the reduced payout on the bakkie claim, and now have to fork out over R17k ourselves to fix the bakkie using genuine parts. As we do NOT want pirate parts on our vehicle, even if they are slightly older. We have to date NEVER had an issue with any other claim from you in the past, until this one with Hollard. Both my husband and I do not buy & sell vehicles regularly, as you can see on our record with you guys. We buy a vehicle, pay it off and look after it for many years. The bakkie prior to this one, we had for close on 20years. Due to us being so pedantic with our vehicles, we don’t lose much money on them when selling them again. Hence us now being so upset about having Hollard want to fit pirate parts on the bakkie. Just due to it being out of factory warrantee, does not mean it is of less value to us. When you guys moved to Hollard, it was noted to us (and all clients), they offer a better / more value-added service, and we would be better off with them. I disagree. Heaven forbid we have another claim on the i10 or bakkie, and are forced to use pirate parts again.

So, what do we do? Are you guys only affiliated with Hollard? As we do not want to be with them… if this is how they treat their clients. I also now feel bad that others have moved to your guys, after we raved about your service, only for Hollard to handle this claim like they did.

Response from Compliants department: Your vehicle is a 2011 model and therefore no longer under warranty and as noted above - repair at a service provider of the Insurer’s (Hollard’s) choice or its replacement from a service provider of the Insurer’s (Hollard’s) choice. You expressed your dissatisfaction with the Audatex and the certified aftermarket parts (sourced through the Hollard part sourcing team). The nudge bar is not specified on the insured policy (accessory - non-standard) and was removed(excluded) by the assessor. – I bought the vehicle like that and was unaware of this, anyway - skoolgelde The purpose of insurance is to place the customer back in the position he/she was prior to the loss, and the use of aftermarket parts that are built as direct replacements and perform the same functions as OEM parts.

The Ombudsman for Short Term Insurance ruling with regards to aftermarket parts who receive countless complaints from policyholders who are unhappy with the use of aftermarket parts and their approach is as follows: OEM versus aftermarket part has been consistent over time “We hold that the replacement of damaged parts with aftermarket parts can be undertaken where this is feasible and does not result in the consumer being prejudiced. (– THIS IS UTTER BS IN MY OPINION) Prejudice arises from the compromise of service and maintenance plans or warranties as well as safety considerations. In 2009 the OSTI issued a statement saying that “original factory-supp**** component must be fitted wherever a critical component of the motor vehicle is damage or where the warranty or maintenance plan of a vehicle may be adversely affected by the fitment of other components”. This position holds to this day.