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Keith I

1 reviews | Active since May 2018

21 May 2018, 16:52

Bad sevice / ethics / management

In January 2017 I ladi my father to rest. They had a small R5000 funeral policy. Hollard couldn't find the policy documents and finally discovered the policy via the fact that the premiums were coming off monthly. It took them 2 weeks to pay out the claim after haggling and fighting. My mom passed away on 6th May 2018 - I submitted the claim on 14th May to the email address they supp**** via email ********** I called today 21st May to enquire and was told they have not received any claims and are having a problem with this email address. They have given me another email address to try ********** When I asked to speak to the manager as I am unhappy, I was told he has gone home - 4.30pm. What's the use of a funeral plan if you cannot access the funds to assist in paying for the funeral. This seems like the tactic this company is using. I would hate to know what happens to the poor folk who cannot call and sort these issues out like I can. This is not ethical.

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Replies (3)
Hollard Life
Hollard Life's reply22 May 2018, 10:13
Official

Hello Keith0260

We are truly sorry for the loss of your father.

I am sorry for the experience you had during this difficult time.

Our team will be in contact with you regarding your claim.

Kind Regards

Lynne Lawrence

***

KI
Keith I's update23 May 2018, 09:15
Reviewer Update
Dear Lynne, it was actually my mom who has just passed away. I am sure you get a lot of these issues to deal with. Unfortunately no one has contacted me to date and you do have a 48 hour turn around time so I suppose my issue will just go away once my payment comes through. I am not satisfied Im afraid.
KI
Keith I's update24 May 2018, 15:41
Reviewer Update
Well today I received a call informing me that I needed to supply my ID and my moms ID which i did. Since the 14 th when I originally submitted the claim its now 10 days. I was informed by the gentleman that I would need to go to a court and get a Judge to give me an order that I am my mothers son as she did not put a beneficiary on the policy. Surely this should have been seen to last year when my dad dies and they amended the policy? So I asked why can I not go to a police station to which the gentleman finally responded after asking someone in the background that that would be ok. I then received another call from the gent at the call centre telling me that as this was an old policy all he had to do was verify that I was my moms son telephonically and that they could process the claim, which he did. He asked me if my mom was my mom and I confirmed this and he was satisfied. After about an hour I received an sms saying that my claim would be process in the next 48 hours. Back to square one.