Claim Complaint

I have a cash back claim with hollard which the policy matured in August for the cashback. I received an sms on the 6th of October from Hollard advising that my claim has been processed. On the 10th I called regarding the payment and was advised that everything has been approved and the consultant was sending an e-mail for payment to be made. Reference for the call is ********** 460 and she advised that payment should reflect in my account in 24 to 48 hours.

48 Hours is today and the money is not reflecting, I then called in today to find out where the delay is as payment is not reflecting in my account . To my disappointment I was told that they have alot of cashback claims and they can't confirm when payment will be made, and they can't tell me when to call again to find out what's happening with the claim. Why is it my problem that they have alot of cash back claims and they can't process them in time.

Why does hollard offer cashback option if they don't have the right system in place to execute it. I'm disappointed because the policy matured in August for the cash back and now they telling me they don't know when the claim will be executed. I was told payment will reflect within 24 to 48 hours and now i'm told i must wait for them to advise via sms when payment will be made. When I ask when should I be worried and call, they can't give me an answer but was told eventually I will get my money.

That is not good enough and I'm very unhappy with how hollard does things.