Biggest Regret

On the 24/08/2022 I submitted my benefit amendment form which included an increase to one of my policy benefits and also the removal of one of the products under my cover, which informed a change in premium.

Between the period of August 2022 until such time I was provided an outcome, I was liaising with the assigned broker who when i probed as to whilst they busy with the underwriting aspect of my request why can they not in the interim remove the requested benefit, which he advised that Hollard indicated that they cannot deal with the requests separately.

I accepted this response and awaited the final overall decision.

In February 2023 Hollard decided against the requested increase HOWEVER did not remove the requested product.

On 07/08/2023 i contacted Hollard inquiring on the removal of the benefit to wit i spoke to one Ms./Mrs. Nazreen Adams (11:00). The agent herein suggested that I complete a new benefit amendment form because the first form I completed was old and was only applicable for a month. I reminded her that the form I was provided with I had signed and this is the very form that they had declined my benefit increase on. How is it that the same form was sufficient enough for a decision to be made on one of the requests (increase), but the removal of the other benefit was ignored, after being informed that the requests are to be dealt with uniformly and not in separation.

I informed Ms. Nazreen that i will not be completing a new benefit amendment until such time they act in accordance with the same standard i was informed could not be done at my request. I requested that she escalate my dissatisfaction, to which she advised that i would be contacted by a senior within the next 24hrs.

By the 22/08/2023 I had not received a call from anyone from Hollard.

I contacted their office on the 22nd August 2023 (10:16) and spoke to a Ms./Mrs. Mary who indicated that she will investigate why the removal of the benefit was not done and she would call be back later in the day.

No call as undertaken.

Today, 23rd August 2023, i contacted Hollard and spoke to Mr. Luke Banks (10:06) who confirmed the call between all the above-mentioned agents. Upon my explaining the entire experience to him, he inquired from Ms. Nazreen on her notes which he informed only stated that she confirmed the feedback from Feb 2023, and that she apparently informed me that they do not have the capabilities to escalate complaints on behalf of members.

Mr. Banks provided the direct contact numbers of the "complaints department" .... ***, the number is a customer care number, which upon selecting option 2 (customer care) i've been on hold for the past 29 minutes and 01 seconds, and this is supposed to be the direct number to the complaints department.