Bad to non-existent customer service

Hi there.

Being utterly frustrated by an insurer is the last thing one want to deal with after loosing a loved one.

My mother in law, Mrs Shaida Maharaj has a burial plan with Hollard Insurance with policy number MED000134. She has been trying relentlessly to issue a claim and pay out with Hollard Insurance after one of the beneficiaries/members on the policy, who is my Father in Law and her spouse, passed away on Tuesday 30 March 2021. The service from Hollard insurance in handling this claim has been far below satisfactory and to put it bluntly it was puke worthy.

Being the meticulous person she is my Mother in law documented the calls and consultants she had to speak to and each time she was issued with a new call reference number and sent from pillar to post: o On 31st March 2021 spoke to Raeesa ref no*** o Spoke to Emang ref no*** o Spoke to Keleco ref no *** who asked to email Nomvuso @hollard.co.za. subject ref *** o Spoke to Cressilda on the 9th who asked to send documents to *** *** o This morning on 12 March 2021 spoke to Tintswalo ref no *** then Rachael who promised to send a claim form which never happened ref no***

As you can see, my mother in law spoke to at least to 6 consultants since 31 March 2021 and nothing happened, nothing has been actioned & the required documents to complete the claim she is still waiting for.

This is a poor reflection on the part of Hollard Insurance and does nothing for customer confidence and creates the impression that you running some form of ****a enterprise because clearly with so many call reference numbers there seems to be no proper processes flow in place.

Can you please attend to this issue and have it resolved as a matter of urgency or escalate it to someone who actually knows what is going on in that rabbit hole.