BAD LEVEL OF SERVICE

My brother passed away on 9 July 2021, following an accident We could not find any proof of a funeral cover that he had in his name so I opted to pay for the funeral Only afterwards did we discover that he had funeral cover underwritten by Hollard/IUA Business Solutions Since 9 September 2021 we have been communicating with Hollard to try to get them to pay out this claim To date, no success See copies of emails sent to date

EMAIL 01 Sent: Thursday, 09 September 2021 19:29 To: *** <***>; *** <***>; *** To whom it may concern

Please be adviced that Mr ***passed away and his funeral was paid by Mrs *** Please contact her regarding payment of policies

EMAIL 02 Sent: Thursday, 09 September 2021 19:35 To: *** <***>; *** To whom it may concern.

Please confirm that this is the correct email address for a claim of the funeral policy linked to Late *** jet club card

Mrs *** can be contacted on ***

EMAIL 03 From: Customer Care <***> Date: Mon, 13 Sep 2021, 09:04

Good day,

Thank you for contacting IUA Business Solutions. My condolences for your loss. There is an active account protection plan. Please liaise with our claims department directly *** or *** Please feel free to contact us should you require anything further.

Thank you.

Shizelle Pillay Learner: Administrator T: 087 82 02024 | F: ***

EMAIL 04 Sent: Tuesday, 14 September 2021 09:15 Subject: Fwd: [EXTERNAL] Fwd: Death certificate and Id Late ***

EMAIL 05 Sent: Wednesday, 06 October 2021 09:11 To: *** <***>; *** Good Morning

Please see attached documents as Mrs *** paid for the funeral of Late ***. She can be contacted on ***

EMAIL 06 From: *** <***> Sent: Friday, 08 October 2021 11:55 Good Day,

We are in receipt of your email. Thank you for making contact with us. Our condolences to you and your whole family for your loss. In order for Hollard to proceed with your claim, we need the following documents from you: • Certified copy of death certificate • Certified Copy of Identity Document • Application Form - Claim • Death Notification Form (BI-1663 or DHA-1663)

Please send the above documents to *** When we get the above documents, we will process your claim and give you feedback about the outcome of your claim.. If have any questions, please contact us in any of the following ways: By phone : ***) By fax : (011) 351-300 By email : *** By post : P.O. Box 87428, Houghton, 2041

Kind regards Life Claims Team

EMAIL 07 Sent: Tuesday, 19 October 2021 19:22 To: *** <***> Good day

Please see the documents attached, as requested I have completed the information to the best of my knowledge Please let me know if you have any questions regarding the claim

EMAIL 08 From: Life Claims Admin <***> Sent: Tuesday, 19 October 2021 19:23 Hello Thank you for contacting the Hollard Partner Solutions Claims Team. This is an automated reply to let you know that we received your mail. Please note that we have implemented a new policy administration system and because of this, we are experiencing slight claims backlog. If you have already submitted a claim and do not receive an assessment outcome SMS in the next 10 working days, send a complaint in writing to *** and we will escalate your claim for you. To submit a new claim for Funeral , Retrenchment and Temporary loss of income on our WhatsApp ***. We apologies for the inconvenience.

Kind Regards The Hollard Partner Solutions Claims Team CUSTOMER CARE LINE *** EMAIL 09 From: Life Claims Admin <***> Sent: Tuesday, 19 October 2021 19:23 Hello!

Thank you for contacting Hollard. We have received your email and you can expect a response from us within 2 business days. If you do not hear back from us, please contact our claims team on *** (Standard rates apply)

Kind Regards Life Claims Team

EMAIL 10 Sent: Tuesday, 16 November 2021 19:23 To: *** <***> Good day

Please refer to call with reference *** on 08/11/2021 According to the call centre consultant I spoke with, I need to submit a "letter of authority" with this claim As explained, the courts will only issue a "letter of authority" when an estate does not have an appointed executor Therefore, it is not possible for me to obtain a "letter of authority" The only document I can submit is the "letter of executorship", see attached Please confirm if this is acceptable or how this issue can be resolved Please reply via email as I cannot take calls during office hours and it is well nigh impossible to get through to a call centre consultant

EMAIL 11 From: Life Claims Admin <***> Sent: Tuesday, 16 November 2021 19:24 Hello!

Thank you for contacting Hollard. We have received your email and you can expect a response from us within 2 business days. If you do not hear back from us, please contact our claims team on *** (Standard rates apply)

Kind Regards Life Claims Team

EMAIL 12 From: Life Claims Admin <***> Sent: Tuesday, 16 November 2021 19:24 Hello Thank you for contacting the Hollard Partner Solutions Claims Team. This is an automated reply to let you know that we received your mail. Please note that we have implemented a new policy administration system and because of this, we are experiencing slight claims backlog. If you have already submitted a claim and do not receive an assessment outcome SMS in the next 10 working days, send a complaint in writing to *** and we will escalate your claim for you. To submit a new claim for Funeral , Retrenchment and Temporary loss of income on our WhatsApp ***. We apologies for the inconvenience.

Kind Regards The Hollard Partner Solutions Claims Team CUSTOMER CARE LINE *** EMAIL 13 Sent: Tuesday, 30 November 2021 11:39 To: *** <***> Good day Please refer to the telephone conversation between myself and Victor on 08/11/2021 Call reference ***

Please refer to the telephone conversation between myself and Thulani on 30/11/2021 Call reference ***

According to Thulani the executor on the estate needs to issue something in writing authorising me to continue with the claim I have just contacted the executor regarding Thulani's request According to the executor he can only issue anything in writing upon receipt of a written request from your offices Therefore, I am hereby requesting that an authorised consultant send a written request to him

The written request should then confirm that : the funeral claim has been lodged by myself that the executor is aware of this that the executor authorises the claim to be processed

Please respond via email and cc myself on the communication sent to the executor

EMAIL 14 From: Life Claims Admin <***> Sent: Tuesday, 30 November 2021 11:39 Hello! Thank you for contacting Hollard. We have received your email and you can expect a response from us within 2 business days. If you do not hear back from us, please contact our claims team on *** (Standard rates apply)

Kind Regards Life Claims Team

EMAIL 15 From: Life Claims Admin <***> Sent: Tuesday, 30 November 2021 11:39 Hello Thank you for contacting the Hollard Partner Solutions Claims Team. This is an automated reply to let you know that we received your mail. Please note that we have implemented a new policy administration system and because of this, we are experiencing slight claims backlog. If you have already submitted a claim and do not receive an assessment outcome SMS in the next 10 working days, send a complaint in writing to *** and we will escalate your claim for you. To submit a new claim for Funeral , Retrenchment and Temporary loss of income on our WhatsApp ***. We apologies for the inconvenience.

Kind Regards The Hollard Partner Solutions Claims Team CUSTOMER CARE LINE *** EMAIL 16 Sent: Sunday, 09 January 2022 13:06 To: *** <***> Good day As per the automatic reply received on 30/11/2022 after sending the email below The email states the following : Thank you for contacting the Hollard Partner Solutions Claims Team. This is an automated reply to let you know that we received your mail. Please note that we have implemented a new policy administration system and because of this, we are experiencing slight claims backlog. If you have already submitted a claim and do not receive an assessment outcome SMS in the next 10 working days, send a complaint in writing to *** and we will escalate your claim for you.

Please note that I have not received any response since Please escalate the claim

EMAIL 17 From: *** <***> Sent: Monday, 10 January 2022 13:11

Hello Hollard Complaint Reference:HOL-129128-01 22 Date Received: 10 January 2022 Policy Number: We are sorry that your recent experience has led you to contact us with a complaint. The details of your experience will be carefully revised and we will do our very best to resolve your complaint timeously and fairly. Your complaint has been assigned to a dedicated member of our team. A consultant will be in contact with you within 5 working days. If you have any additional information about your complaint, please send an email to *** and include your complaint reference number in the subject line. You may also contact us on *** if you want to discuss the details of your complaint.

Kind regards, The Hollard complaints team

EMAIL 18 Sent: Wednesday, 12 January 2022 11:10 To: *** <***> Good day Thanks for the prompt reply Please note that I cannot take any calls during office hours Therefore, please communicate via email only

EMAIL 19 From: Mycomplaint <***> Sent: Wednesday, 12 January 2022 11:11 Hello. Thank you for contacting Hollard Life. This email is to acknowledge receipt of your complaint. We will be in touch soon to find out more and will keep you updated during and once we have resolved your complaint. Regards, Hollard Life: Complaints Management CUSTOMER CARE LINE *** EMAIL 20 From: *** <***> Sent: Wednesday, 12 January 2022 16:28 Hello Miss Hollard Complaint Reference: HOL-129128-01 22 Date Received: 10 January 2022 Thank you for recent contact with Hollard . Kindly note that our claims department have confirmed that we need the nominated beneficiary written on the letter of Authority to claim as they cannot override the Letter of Authority . We hope the above solution meets with your approval and look forward to continuing our relationship with you. If you have any further queries regarding this matter, please do not hesitate to contact us on ***or you may send an email to *** . Kind regards, Nomathemba Mncwango Customer Relationship Specialist

EMAIL 21 Sent: Sunday, 30 January 2022 19:13 To: *** <***>; *** <***> Good day Nomathemba I am sorry to say that I am not happy with how this claim has been handled to date Please see the info below : Please note that the value of this estate exceeds R 250,000.00 This clearly states that a letter of executorship (LOE) will be issued and not a letter of authority (LOA) Once an LOE has been issued by the Master (a copy of which has been submitted to your office) NO COURT will issue an LOA

By all indications, it is indicated that the LOE replaces the LOA Your claims department indicated that only a copy of the LOA will be accepted In all honesty I cannot see that the claims department overrides the rules set out by law Therefore, please review this claim

Please advise on the outcome at your earliest convenience

EMAIL 22 From: Mycomplaint <***> Sent: Sunday, 30 January 2022 19:13 Hello. Thank you for contacting Hollard Life. This email is to acknowledge receipt of your complaint. We will be in touch soon to find out more and will keep you updated during and once we have resolved your complaint. Regards, Hollard Life: Complaints Management CUSTOMER CARE LINE ***