LvdM
Lauren van der Merwe
1 reviews | Active since Jul 2021
09 Jul 2021, 10:00
Disgraceful service - Hollard Funeral plan being ignored
It has now been 7 working days since my documentation submission for my Mother's Funeral plan - multiple reference numbers Reference nr: wf_*** - *** / ***, 6 mails, confirmation over the phone of documentation received but not processed...
It's strange how a company expects their payments to be prompt and on time or they cancel your policy, but when a client claims they are ignored and their claim is not processed? I have had to take out a loan to cover the cost of my mother's cremation as Hollard cannot do their job, and I cannot stand that her body would have just been lying there, rotting away while she trusted a service provider to take care of her needs after her passing.
This is absolutely disgraceful to say the least. I expect feedback as soon as possible as it seems when people work from home, nothing gets done.
Helpful (0)
Replies (8)0
Replies (8)
Hollard Life's replyOfficial
09 Jul 2021, 10:49Hello Lauren
We are saddened to hear about the loss of your mother. Please accept our condolences.
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. We will be in contact with you within three working days.
Kind regards,
Natasha Vos
Hollard Life's reply09 Jul 2021, 10:49
Official
Hello Lauren
We are saddened to hear about the loss of your mother. Please accept our condolences.
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. We will be in contact with you within three working days.
Kind regards,
Natasha Vos
LvdM
Lauren van der Merwe's updateReviewer Update
09 Jul 2021, 10:53Hi Natasha, thank you for your response. Let's hope someone can assist.
LvdM
Lauren van der Merwe's update09 Jul 2021, 10:53
Reviewer Update
Hi Natasha, thank you for your response. Let's hope someone can assist.
LvdM
Lauren van der Merwe's updateReviewer Update
13 Jul 2021, 15:57Hi Natasha. I still haven't had feedback via mail or a call and it is 3 days later?? What am I suppose to do to get this sorted out or who can I contact as I'm sure you must understand the frustration at this point. Can anyone please help me, because if this goes on and the debit order bounces at the end of the month, then Hollard will say that the policy wasn't paid and then won't pay out a claim that has been there for a month... I've tried calling and now due to protest action, there is no one available? I cannot stand this, and the lack of communication!!!!
LvdM
Lauren van der Merwe's update13 Jul 2021, 15:57
Reviewer Update
Hi Natasha. I still haven't had feedback via mail or a call and it is 3 days later?? What am I suppose to do to get this sorted out or who can I contact as I'm sure you must understand the frustration at this point. Can anyone please help me, because if this goes on and the debit order bounces at the end of the month, then Hollard will say that the policy wasn't paid and then won't pay out a claim that has been there for a month... I've tried calling and now due to protest action, there is no one available? I cannot stand this, and the lack of communication!!!!
Hollard Life's replyOfficial
15 Jul 2021, 11:07Hello Lauren
We are sorry for delay in responding to your matter and assure you that we are looking into your claim.
We are working overtime to process the claims and have added resources as well but please note that due to the increased volume due to Covid and our own staff being affected by Covid, our turnaround time may be longer than usual.
We apologize for the inconvenience but be assured that we will attend to your claim as soon as possible.
Kind Regards
Natasha Vos
We are working overtime to process the claims and have added resources as well but please note that due to the increased volume due to Covid and our own staff being affected by Covid, our turnaround time may be longer than usual.
We apologize for the inconvenience but be assured that we will attend to your claim as soon as possible.
Kind Regards
Natasha Vos
Hollard Life's reply15 Jul 2021, 11:07
Official
Hello Lauren
We are sorry for delay in responding to your matter and assure you that we are looking into your claim.
We are working overtime to process the claims and have added resources as well but please note that due to the increased volume due to Covid and our own staff being affected by Covid, our turnaround time may be longer than usual.
We apologize for the inconvenience but be assured that we will attend to your claim as soon as possible.
Kind Regards
Natasha Vos
We are working overtime to process the claims and have added resources as well but please note that due to the increased volume due to Covid and our own staff being affected by Covid, our turnaround time may be longer than usual.
We apologize for the inconvenience but be assured that we will attend to your claim as soon as possible.
Kind Regards
Natasha Vos
LvdM
Lauren van der Merwe's updateReviewer Update
21 Jul 2021, 09:27Good morning, since the 2nd of July, all I've received is a SMS stating that my banking details have been changed, however I don't have a Hollard Funeral plan and don't plan on getting one. I need the payout to be done to pay the loan back and seriously this is immensely frustrating. I have also had my phone with me constantly and did not receive a call from the call centre.
If a debit order is charged to my bank account, this is ***** as I did not give consent and there is no recording to confirm this or documents signed.
If a debit order is charged to my bank account, this is ***** as I did not give consent and there is no recording to confirm this or documents signed.
LvdM
Lauren van der Merwe's update21 Jul 2021, 09:27
Reviewer Update
Good morning, since the 2nd of July, all I've received is a SMS stating that my banking details have been changed, however I don't have a Hollard Funeral plan and don't plan on getting one. I need the payout to be done to pay the loan back and seriously this is immensely frustrating. I have also had my phone with me constantly and did not receive a call from the call centre.
If a debit order is charged to my bank account, this is ***** as I did not give consent and there is no recording to confirm this or documents signed.
If a debit order is charged to my bank account, this is ***** as I did not give consent and there is no recording to confirm this or documents signed.
LvdM
Lauren van der Merwe's updateReviewer Update
04 Aug 2021, 13:04It's once again 4 days later, AND STILL nothing is resolved, no feeback, no mail, no call... nothing. What is going on?
LvdM
Lauren van der Merwe's update04 Aug 2021, 13:04
Reviewer Update
It's once again 4 days later, AND STILL nothing is resolved, no feeback, no mail, no call... nothing. What is going on?
LvdM
Lauren van der Merwe's updateReviewer Update
09 Aug 2021, 09:03As per the Hollard Website, they claim the following:
"Should you be met with the unfortunate event of one of your loved ones passing away, we will pay out all valid claims within 48 hours of receiving all required documentation "
Documentation was provided 39 days ago. DO NOT TRUST HOLLARD as they say they will help you, but they don't, not even a call to sort it out.
Can someone please refer me to an actual person that is able to help, as I will not let this just go.
"Should you be met with the unfortunate event of one of your loved ones passing away, we will pay out all valid claims within 48 hours of receiving all required documentation "
Documentation was provided 39 days ago. DO NOT TRUST HOLLARD as they say they will help you, but they don't, not even a call to sort it out.
Can someone please refer me to an actual person that is able to help, as I will not let this just go.
LvdM
Lauren van der Merwe's update09 Aug 2021, 09:03
Reviewer Update
As per the Hollard Website, they claim the following:
"Should you be met with the unfortunate event of one of your loved ones passing away, we will pay out all valid claims within 48 hours of receiving all required documentation "
Documentation was provided 39 days ago. DO NOT TRUST HOLLARD as they say they will help you, but they don't, not even a call to sort it out.
Can someone please refer me to an actual person that is able to help, as I will not let this just go.
"Should you be met with the unfortunate event of one of your loved ones passing away, we will pay out all valid claims within 48 hours of receiving all required documentation "
Documentation was provided 39 days ago. DO NOT TRUST HOLLARD as they say they will help you, but they don't, not even a call to sort it out.
Can someone please refer me to an actual person that is able to help, as I will not let this just go.
LvdM
Lauren van der Merwe's updateReviewer Update
11 Aug 2021, 11:53Resolved eventually
LvdM
Lauren van der Merwe's update11 Aug 2021, 11:53
Reviewer Update
Resolved eventually