24-48 HOURS IS A LIE

Friday 8th January 2021,my nephew passed on, I had insured him with Hollard. My nephew was taken by Vuyo's Funeral services. So I called Hollard on Monday 11th, spoke to Tebogo, she asked me about the beneficiary, which is my daughter and told me that the beneficiary has to claim. She sent the forms via email and my daughter sent all documentation on Wednesday via email. On Friday 15th we called-in asking, if all is well ,because the funeral service wanted R16 500, so that the body can be release for burial on Saturday 16th Jan 2021. But to my disappointment, I was told that I had filled in the documents incorrectly and I have to do it again, I spoke to Tebogo(not sure if it’s the same person), she was so rude, saying I must not tell her about what they said to me on Monday 11th and also that my documents are missing. I called again, spoke to Mdu(very helpful), asking if they got my documents, which was the same email I had sent before. he confirmed that they were all there. I had to bury my nephew on a debt, because my funeral insurance didn’t pay out. Its Wednesday 20 Jan 2021 a week later since I called in to claim and still there is no pay out. I called on Monday 18th of January 2021, spoken to Lebo, who is extremely helpful, she forwarded my claim to the claim's department, who doesn't take calls to explain to the client how far their claim process is, because the call center agents we talk to, can't provide any feedback what’s so ever, expect for saying the documents have reached them. So Lebo updated me saying that my claim is still seating at new claims, because the beneficiary, was not supposed to claim, but me the policy holder had to claim. So I am back to square one, where I have to print and scan my documents. Its time, money and at the same time the funeral parlor in on my back about the outstanding money. HOLLARD PROCESS MY CLAIM I AM BEGGING, I PROMISE I WILL NOT USE YOU AGAIN, AS A FUNERAL INSURER.