Bad service and possible *****

I have a serious complaint against Hollard LifeWise.

My mother passed away 24 December 2022 after long admission in hospital.

During funeral arrangements I picked up a deduction on her payslip of Hollard LifeWise and I made contact with Hollard LifeWise, spoke to a lady whom identified herself as Brenda and she explained that my mother had a funeral cover which started on the 01 November 2022 to my suprise my mother had been admitted since 22 October 2022 being in a critical condition could not speak properly nore write.

I escalated the matter to their complaint department and spoke to a lady whom identified herself as Aphiwe, after I have explained my mother's condition prior to her passing it made sense to both of us that it was not possible for to have taken a new policy during that time even the both the hospital staff and Doctor can attest to confirm her contion.

Aphiwe insisted on a signature specimen as per company policy even though it was not relevant in this situation but I did send a signature specimen.

I called Aphiwe to find out a way forward and she promise to send me a formal that I must complete for the company to disclose information of the staff member who registered the policy as I forsee ***** and is a ******** offense. Aphiwe never sent the form, I called again and insisted to her that signature specimen as per company policy will really not be relevant and she hanged up the phone on me while talking and when I returned the calls she never picked up nore contacted me back to this day.

I am very sad and heartbroken with the way Hollard LifeWise is operating with such a poor service and rude staff member Aphiwe, I wonder if is the company policy or training given to them to treat people this bad.

I need an urgent attention to this matter and resolution.