Angry Hollard Client

I called Hollard on Monday and made a claim after my grandfather's death on Friday. They then sent me an email with a list of documents I need to send in order for my claim to be processed. I sent the documents on Tuesday afternoon and then on Wednesday morning they sent me an SMS saying they are working on my claim and they will contact me in 48 hours...which is 2days. Today is the 2nd day....I called them around 2pm and they said they didn't receive my documents!!!! Why would they say they are working on my claim if they didn't even receive the documents? I had to claim AGAIN after that call. Then they said they recieved all my documents and they processe the claim and contact me in 48 hours....which is 2 days. The 2nd day is on Saturday....which is the day of the funeral! We haven't bought or paid for anything because we are waiting for the money they are supposed to pay!!! They never make any mistakes when they take payment via debit order but when it's time to pay out they give us the run around!!!! Hollard is garbage!