breach of contract

In October 2020 I took out a funeral policy with Hollard insurance for my father.

Upon taking out the policy, I was advised that Covid as well as accidental death was paid out immediately without any waiting period. Pre-existing conditions had a waiting period of 12 months.

In December 2020, my father passed away due to covid. On the 28th of December, 2 days after his passing, I visited the Gugulethu branch to submit a claim (carrying all supporting documents) as I was told there was no waiting period. Assisted by Andisiwe Mehlo, I was then requested to bring a document from the hospital where he passed away which confirms that he had succumbed to covid-19. I then went to the Lentegeur hospital and requested such, on December 30th I submitted the requested document to the above-mentioned consultant. January 6th, I was told that I needed to produce lab results which again proved that my father had tested positive for covid. I then went to the Khayelitsha District Hospital where he was initially tested and this was then provided to me on 8 January. I submitted this to Hollard life insurance and was told, again by the same consultant that the claim was being processed.

January 13th, I visited the branch yet again and was met by the manager of the branch who told me he could see all the documents submitted but the claim had been rejected but he was not certain why as there was no waiting period for Covid so he would follow it up and I should visit the branch in two days. On the 15 January, I went to the branch and was told that there had been no response from the head office.

Hollard has been giving me the run around and sending me from pillar to post, it is also clear to me now that I am not the only person who is experiencing difficulties in claiming from Hollard. I need them to pay out what is due to me as a matter of urgency - they are ******

I have since had to take out loans rto bury my father with the hope that the funds would be paid out as I had submitted all documents.