Worst ever:

Hollard travel insurance was paid by us via MSC when we travelled on the MSC early in January 2025. Our luggage was delivered to our cabin severely damaged; we reported it immediately to MSc Helpdesk. I asked the lady if we need to bring the bags to them to be assessed and she said it is not needed and handed us a claim form to be submitted to Hollard once we got home. I submitted the claim together with a quote from Luggage Warehouse for replacement of the damaged bags. I was then asked for a report of the damage and pictures which was submitted. The report stated that the bags was damaged beyond repair. I had several phone calls trying to explain the damage as Hollard kept on telling me that they cannot see the damage I referred to. I submitted more pictures and explained that the damage on the shell of the suitcase will not be identifiable by only looking at a picture, hence the report from the repair company stating the damage beyond repair. Earlier this week I received an email stating that the case has been closed due to lack of evidence. I phoned Hollard and was told they will reopen the case should more evidence be submitted. I once again asked what else they require from me. I offered to take the suitcases to a police station and getting an affidavit of the damage to the bags and even statements from my work colleagues who was on the cruise with us. I was told that they will get back to me. This morning, I send a follow up email enquiring regarding the status of my claim and shortly after I received a letter telling me that a decision has been made. They offered me R895.00 off which they would deduct a R500.00 access payment and are willing to pay me the remaining balance of R395.00 rand. The letter stated that the claims was accessed based on what the consultant could see from her perspective on the pictures. They then disregarded the replacement quote that I got from the Luggage warehouse and got replacement cost of two cheap, size 55cm bags on Takealot. My one suitcase that got damaged is a large suitcase and the other one a Jeep brand medium size suitcase. Stating that I am welcome to send them my original purchase receipt if I want them to consider changing the approved amount for the claim. It seems like they just access your case on what suit them and if they give you some kind of respond they can get rid of you. I also noticed that there is a lot of other unhappy customers regarding the exact same issue. You get ******* into remaining calm and believing you will be taken care off, but this is abuse and bullying. We will not leave this here.