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thokozile M

1 reviews | Active since Nov 2012

30 Aug 2021, 11:16

Death claim not paid out

I would like to express my disappointment in Hollard Funeral Insurance. I called in on Monday to enquire about my policy as we had a death claim and was given wf_*** as my ref to submit the claim.

Wednesday 25/08/21 sent my claim via email, i did not get any communication back and as stated on the claim form the funeral was to be on the 28/08/2021. i called them again on Thursday and to my shock the agent i spoke to could not locate the policy.

After some hustle she locate the policy. and i was told they are processing my claim , then i Spoke to a Lady Called Rizaan same day and she assured me that the claim is being processed. As i write this still the claim has not paid out.

My question is if the funeral was to be held on 28/08/21 how was i suppose to carry out the burial? No communication whats so ever i have to call in to check whats going on with my claim.

0
Replies (7)
Hollard Life
Hollard Life's reply30 Aug 2021, 13:52
Official
Hello Thokozile

We apologise that you had a poor claims experience with Hollard, which led to you reaching out to Hellopeter with a complaint during this difficult time.

Our customer resolutions team is busy looking into your claim and what went wrong. 

Kind regards,
Natasha Vos
tM
thokozile M's update01 Sept 2021, 08:03
Reviewer Update
Good day Natasha,

I have not received any correspondence regarding my claim, I would like to know when the claim will be paid out 48hours is long gone from the time i submitted my claim.

is it realy fair for me to be chasing Hollard to pay out a policy that i never had problems paying monthly.


Hollard Life
Hollard Life's reply01 Sept 2021, 10:26
Official
Hello Thokozile

We are sorry for the time it is taking to resolve your matter and assure you that your claim has been escalated for an outcome. 

We will provide you with feedback as soon as possible. 

Kind Regards
Natasha Vos
tM
thokozile M's update01 Sept 2021, 12:27
Reviewer Update
Hi Natasha,

This is not good enough, i need to know why the delay its been a week now. i need an explanation as to why its not paid yet.

Is there a problem with the claim or documents submitted, What is the problem why is it taking so long.

Policy number : ***4
Hollard Life
Hollard Life's reply01 Sept 2021, 15:19
Official
Hello Thokozile

Our claims team have confirmed that your claim has been referred for further assessment and they are working on it. 

We will provide you with feedback as soon as possible. 

Kind Regards
Natasha Vos
tM
thokozile M's update02 Sept 2021, 08:49
Reviewer Update
clearly there is a problem with the claim why will it take a week long instead of 48 hours for pay out, i need someone to call and advise whats going on.

this is is a death claim for God's sake someone has died and certain things need to be to done a dignified burial or HOLLARD does not care about that, where is the comfort and peace of mind.
Hollard Life
Hollard Life's reply03 Sept 2021, 09:03
Official
Hello Thokozile

We are sorry for the delay in responding to your matter and the time it has taken to resolve your claim. Our claims team have confirmed that your claim has been paid. 

Contact us for any future concerns. 

Kind Regards
Natasha Vos