Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Hollard Insurance delivers a sharply divided experience. Named consultants and adjusters earn consistent praise for empathy and ownership, lifting Agent Quality & Customer Care (4.4). Repair & Service Provider Quality (3.2) sits mid range, while Claims Handling & Resolution (2.7), Communication & Responsiveness (2.6) and Pricing, Premiums & Transparency (2.1) show recurring frustration with rejections, silence on follow ups and unexpected excesses.
Top Strengths:
- •Agent Quality & Customer Care: Customers consistently name individuals such as Carline Fell, Clare, Virginia Rasodi, Nadene Buys and the Equipage team, describing empathy, patience and clear explanations. A recurring theme is that named staff turn stressful losses into manageable, well supported experiences.
Replied to 100% of negative reviews
Reply time on negative reviews: 1h 33m
TrustIndex
7.6
Ranking
#22
in Home Insurance
Reply Time
1h 1m
NPS Score
13
Recommended: Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 1h 33m
Oct '25 - Sep '26
Frequently Asked Questions About Hollard Insurance
What do customers say about Hollard Insurance?
Based on recent customer reviews, Hollard Insurance delivers a sharply divided experience. Named consultants and adjusters earn consistent praise for empathy and ownership, lifting Agent Quality & Customer Care (4.4). Repair & Service Provider Quality (3.2) sits mid range, while Claims Handling & Resolution (2.7), Communication & Responsiveness (2.6) and Pricing, Premiums & Transparency (2.1) show recurring frustration with rejections, silence on follow ups and unexpected excesses.
What is Hollard Insurance's biggest strength?
Hollard Insurance's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Customers consistently name individuals such as Carline Fell, Clare, Virginia Rasodi, Nadene Buys and the Equipage team, describing empathy, patience and clear explanations. A recurring theme is that named staff turn stressful losses into manageable, well supported experiences.
What are the most common complaints about Hollard Insurance?
The most common complaint about Hollard Insurance, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Customers repeatedly describe unanswered emails, dropped calls and being passed between multiple representatives with nobody owning the claim. Positive counterexamples exist where complaints staff take ownership, but most negative reviews centre on chasing feedback themselves.
How does Hollard Insurance compare to other Car Insurance companies?
Hollard Insurance scores 3.2 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3.2. Their strongest theme is Agent Service (4.6); their weakest is Communication (2.5). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Is Hollard Insurance trustworthy?
Hollard Insurance has a TrustIndex of 7.6 out of 10 on Hellopeter, based on 230 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 1 hour 33 min. Hellopeter has tracked Hollard Insurance across 3,519 total reviews. How is the TrustIndex calculated? →
Recent reviews (230)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Apr 2024
NEVER TAKE HOLLARD TRAVEL INSURANCE WHEN TRAVELING BY ROAD
Here’s a strong but factual review that makes the frustration clear without making claims you can’t substantiate: ⭐ 1/5 Extremely disappointing experience with Hollard Travel Insurance. I took out travel insurance for my trip and, when I actually needed to make a claim after being ****** while travelling in Zambia, the claims process became incredibly frustrating. My passport, MacBook Pro, iPhone and cash were ******, and I provided the documentation requested, including the police report and Emergency Travel Certificate. Despite this, my claim was declined based on Hollard’s interpretation of the policy and the circumstances of my travel. What makes this particularly frustrating is that I travelled to Zambia by road and flew back to South Africa. I had specifically arranged travel insurance for the trip, yet when something genuinely serious happened, I was left feeling that the policy did not provide the protection I believed I was paying for. The whole experience has seriously affected my confidence in Hollard Travel Insurance. Insurance is supposed to provide peace of mind when things go wrong — not leave you fighting to explain why your circumstances should be covered. I have disputed the decision and requested that Hollard reconsider the claim. At this stage, based on my experience, I would strongly recommend that anyone considering Hollard Travel Insurance carefully read the exclusions and understand exactly what circumstances they believe are covered before travelling. Very disappointing service and an even more disappointing claims experience. If you want, I can also make it much harsher and more emotional, suitable for Google Reviews/Facebook.
1 reviews | Active since Apr 2024
NEVER TAKE HOLLARD TRAVEL INSURANCE WHEN TRAVELING BY ROAD
Here’s a strong but factual review that makes the frustration clear without making claims you can’t substantiate: ⭐ 1/5 Extremely disappointing experience with Hollard Travel Insurance. I took out travel insurance for my trip and, when I actually needed to make a claim after being ****** while travelling in Zambia, the claims process became incredibly frustrating. My passport, MacBook Pro, iPhone and cash were ******, and I provided the documentation requested, including the police report and Emergency Travel Certificate. Despite this, my claim was declined based on Hollard’s interpretation of the policy and the circumstances of my travel. What makes this particularly frustrating is that I travelled to Zambia by road and flew back to South Africa. I had specifically arranged travel insurance for the trip, yet when something genuinely serious happened, I was left feeling that the policy did not provide the protection I believed I was paying for. The whole experience has seriously affected my confidence in Hollard Travel Insurance. Insurance is supposed to provide peace of mind when things go wrong — not leave you fighting to explain why your circumstances should be covered. I have disputed the decision and requested that Hollard reconsider the claim. At this stage, based on my experience, I would strongly recommend that anyone considering Hollard Travel Insurance carefully read the exclusions and understand exactly what circumstances they believe are covered before travelling. Very disappointing service and an even more disappointing claims experience. If you want, I can also make it much harsher and more emotional, suitable for Google Reviews/Facebook.
1 reviews | Active since Sept 2026
The assistance I've obtained from Hollard Equipage - especially Shameema Ahmed Aboo has been exce...
The assistance I've obtained from Hollard Equipage - especially Shameema Ahmed Aboo has been exceptional. Always professional, helpful with my queries and replies to claims almost immediately. Best insurance cover I've ever had
1 reviews | Active since Sept 2026
The assistance I've obtained from Hollard Equipage - especially Shameema Ahmed Aboo has been exce...
The assistance I've obtained from Hollard Equipage - especially Shameema Ahmed Aboo has been exceptional. Always professional, helpful with my queries and replies to claims almost immediately. Best insurance cover I've ever had
1 reviews | Active since Mar 2020
Celebrating Excellence- Virginia Rasodi
I would like to take a moment to acknowledge Virginia Rasodi for her exceptional professionalism, dedication, and commitment to service excellence. Virginia consistently demonstrates a proactive approach, maintains open and effective communication, and always goes the extra mile to ensure matters are handled efficiently and professionally. Her positive attitude, reliability, and willingness to assist make her a valued colleague and a pleasure to work with. Her efforts do not go unnoticed and are truly appreciated. Keep up the excellent work, Virginia!
1 reviews | Active since Mar 2020
Celebrating Excellence- Virginia Rasodi
I would like to take a moment to acknowledge Virginia Rasodi for her exceptional professionalism, dedication, and commitment to service excellence. Virginia consistently demonstrates a proactive approach, maintains open and effective communication, and always goes the extra mile to ensure matters are handled efficiently and professionally. Her positive attitude, reliability, and willingness to assist make her a valued colleague and a pleasure to work with. Her efforts do not go unnoticed and are truly appreciated. Keep up the excellent work, Virginia!
1 reviews | Active since Jul 2012
Had a great experience with Kallan, fast efficient effective, took time to make the process flow ...
Had a great experience with Kallan, fast efficient effective, took time to make the process flow so smoothly, what a pleasure 🙏, thanks so much Kallan
1 reviews | Active since Jul 2012
Had a great experience with Kallan, fast efficient effective, took time to make the process flow ...
Had a great experience with Kallan, fast efficient effective, took time to make the process flow so smoothly, what a pleasure 🙏, thanks so much Kallan
1 reviews | Active since Oct 2011
No Communication
Have emailed Ntshepuoa Makgale • Ntshepuoa@hollard 3 times since 4 September 2026 requesting an update on CLAIM NO - PTACLCN*** - DE KLERK MVA and no reply I also CC her the claims department Thembisile Mnisi and also no response
1 reviews | Active since Oct 2011
No Communication
Have emailed Ntshepuoa Makgale • Ntshepuoa@hollard 3 times since 4 September 2026 requesting an update on CLAIM NO - PTACLCN*** - DE KLERK MVA and no reply I also CC her the claims department Thembisile Mnisi and also no response
1 reviews | Active since Jul 2019
Worst customer service!Stay away from Cell C and Hollard insurance.
Hollard rejected my claim (HOL-371741-08 26) due to policy Usage Clause violations (no usage in 30 days prior to event).This was a whole lot of their bull**** excuses.My phone was used from day one until I claimed due to it got damaged. CELL C are the biggest ****mers and their insurance Hollard are the just as pathetic. After a 20 year contract holder with Cell c I would never ever renew any of my contacts.
1 reviews | Active since Jul 2019
Worst customer service!Stay away from Cell C and Hollard insurance.
Hollard rejected my claim (HOL-371741-08 26) due to policy Usage Clause violations (no usage in 30 days prior to event).This was a whole lot of their bull**** excuses.My phone was used from day one until I claimed due to it got damaged. CELL C are the biggest ****mers and their insurance Hollard are the just as pathetic. After a 20 year contract holder with Cell c I would never ever renew any of my contacts.
1 reviews | Active since Jun 2016
Disgusting Service
I am extremely disappointed with the manner in which my device insurance claim has been handled. I submitted my claim on 11 August 2026, yet more than a month later I am still being told that the matter is "under review." During this entire period, I have not received a single call or meaningful update from either the insurer or the underwriter regarding the progress of my claim. When I contacted the call centre today seeking answers, I was simply advised that the claim remains under review. No one was able to explain the reason for the delay, what investigations are outstanding, or when I can expect the claim to be finalised. What makes this situation even more frustrating is that I receive multiple calls daily from Cell C representatives attempting to sell me new devices and other products. It seems that Cell C has no difficulty contacting me for sales purposes, yet no one can contact me to provide an update on a claim that has been pending since 11 August 2026. To make matters worse, when I initially reported the incident and requested that my device be blocked, I was informed that my device could not be located on the system. This is difficult to understand considering that Cell C had no issue locating my account to debit my monthly handset instalments and insurance premiums. I have never missed a payment since the inception of the policy. The delays and lack of communication have caused me considerable inconvenience and financial prejudice, as I have been forced to purchase a replacement device using my own funds while waiting for my claim to be assessed. I am also concerned about the apparent lack of accountability regarding my claim. When I asked who was handling the matter, I was informed by an agent named Neo that she did not know. On a previous call, I was assisted by a trainee who was likewise unable to provide any meaningful information regarding the status of my claim. This does not inspire confidence that my claim is being actively managed. As a paying policyholder, I expected my claim to be assessed within a reasonable timeframe and to be kept informed throughout the process. Instead, I have experienced delays, poor communication, and a lack of ownership of the matter. In my view, this falls short of the principles of Treating Customers Fairly (TCF), particularly the expectation that customers receive clear, timely, and appropriate communication. I would like Cell C, the insurer, and the underwriter to urgently provide: A detailed explanation for the delay in assessing my claim. Confirmation of the current status of the claim. Information regarding any outstanding requirements, if applicable. Details of the person or department responsible for handling the matter. A clear timeframe for when I can expect a final decision. I have been patient, but my patience has now been exhausted. If this matter is not urgently addressed, I will have no option but to escalate my complaint to the relevant regulatory and dispute resolution bodies for further intervention.
1 reviews | Active since Jun 2016
Disgusting Service
I am extremely disappointed with the manner in which my device insurance claim has been handled. I submitted my claim on 11 August 2026, yet more than a month later I am still being told that the matter is "under review." During this entire period, I have not received a single call or meaningful update from either the insurer or the underwriter regarding the progress of my claim. When I contacted the call centre today seeking answers, I was simply advised that the claim remains under review. No one was able to explain the reason for the delay, what investigations are outstanding, or when I can expect the claim to be finalised. What makes this situation even more frustrating is that I receive multiple calls daily from Cell C representatives attempting to sell me new devices and other products. It seems that Cell C has no difficulty contacting me for sales purposes, yet no one can contact me to provide an update on a claim that has been pending since 11 August 2026. To make matters worse, when I initially reported the incident and requested that my device be blocked, I was informed that my device could not be located on the system. This is difficult to understand considering that Cell C had no issue locating my account to debit my monthly handset instalments and insurance premiums. I have never missed a payment since the inception of the policy. The delays and lack of communication have caused me considerable inconvenience and financial prejudice, as I have been forced to purchase a replacement device using my own funds while waiting for my claim to be assessed. I am also concerned about the apparent lack of accountability regarding my claim. When I asked who was handling the matter, I was informed by an agent named Neo that she did not know. On a previous call, I was assisted by a trainee who was likewise unable to provide any meaningful information regarding the status of my claim. This does not inspire confidence that my claim is being actively managed. As a paying policyholder, I expected my claim to be assessed within a reasonable timeframe and to be kept informed throughout the process. Instead, I have experienced delays, poor communication, and a lack of ownership of the matter. In my view, this falls short of the principles of Treating Customers Fairly (TCF), particularly the expectation that customers receive clear, timely, and appropriate communication. I would like Cell C, the insurer, and the underwriter to urgently provide: A detailed explanation for the delay in assessing my claim. Confirmation of the current status of the claim. Information regarding any outstanding requirements, if applicable. Details of the person or department responsible for handling the matter. A clear timeframe for when I can expect a final decision. I have been patient, but my patience has now been exhausted. If this matter is not urgently addressed, I will have no option but to escalate my complaint to the relevant regulatory and dispute resolution bodies for further intervention.
1 reviews | Active since Mar 2024
Very happy with service
Very happy with service. Reasonable priced. No hassle with claims
1 reviews | Active since Mar 2024
Very happy with service
Very happy with service. Reasonable priced. No hassle with claims