AY
Ashwin Y
1 reviews | Active since Nov 2018
30 Nov 2018, 10:17
Dissapointment
To whom it may concern,
Kindly assist with the below query I am still awaiting feedback. All Correspondence was sent to Charmaine Banda and ********** I am still awaiting feedback regarding the amending of the policy for the late Cathleen Martha Nel. She passed away on the 06/09/2018. I informed you guys and send the supporting documentation to you guys. I only received a repudiated letter stating that I cannot claim as the late Mrs Cathleen Martha Nel was not on the policy for 12 months, of which I never wanted to claim as I know the terms and conditions. All I wanted was for the policy to be amended and to be refunded the premiums deducted since the 25/09/2018 to date. It seems like you guys are super fast to deduct your premiums but when it comes to service and claims in general then you guys cannot provide adequate service!!! I escalated my request with you guys sometime in September and October and it took you guys almost 6 weeks to provide feedback, informing me of your terms. Now , would belief that there are people whose actually working and not just playing around at your company. Please provide me with feedback urgently otherwise I am going to need to find me another service provider, as it makes one wonder with such a small query, which you guys cannot seem to resolve or assist, what is going to happen when one has a claim??????? I appreciate and congratulate Charmaine Banda whose always willing to assist and for wanting to help. She advised me to reverse my debit order and that a refund query would be escalated. I'm hoping to get feedback anytime soon and not wait another 6 weeks or so.
Name: Ashwin Younger ID : ********** 175084 Contact: ********** 508
From: Ashwin Younger Sent: 18 October 2018 1:54 PM To: Charmaine Banda ********** Cc: ********** ********** Subject: Amending Policy Details
Good day Charmaine,
Hope all is well.
Please find herewith all the attached documents as per our last conversation for the claim of my wife’s grandmother.
Thanks in advance
Ashwin Younger Customer Services Agent
T: +27 11 ********** ___________________________________________
From: Ashwin Younger Sent: 17 October 2018 13:32 To: Ashwin Younger ********** Subject: FW: Amending Policy Details
From: Charmaine Banda ********** Sent: 08 September 2018 12:49 To: Ashwin Younger ********** Subject: RE: Amending Policy Details
The reason why all the information is required is because they might want to refund you for the premium contributions for Mrs. Nel on the policy, the claims and risk department will assess the claim and might allocate a refund for you.
Charmaine Banda. Branch Consultant | Hollard Life Nelspruit | South Africa T: ********** 722 | F: | C: ********** 936 | E: ********** | W: www.hollard.co.za
From: Ashwin Younger ********** Sent: Saturday, September 8, 2018 12:45 PM To: Charmaine Banda Subject: RE: Amending Policy Details
Hi Charmaine,
Please advise why all the necessary info? Shouldn’t the death certificate only do? I mean you guys already have all my information and I don’t see the need why I need to forward below points (4,5 and 6) my lady.
Thanks in advance
Kind regards,
Ashwin Younger Customer Services Agent
Helpful (0)
Replies (6)0
Replies (6)
Hollard Life's replyOfficial
30 Nov 2018, 13:44Hello Ashwin Younger
Thank you for contacting us.
I am sorry your claims experience prompted you to contact us with a complaint.
Our team, will be in contact with you regarding your claim.
Kind Regards
Lynne Lawrence
***
Thank you for contacting us.
I am sorry your claims experience prompted you to contact us with a complaint.
Our team, will be in contact with you regarding your claim.
Kind Regards
Lynne Lawrence
***
Hollard Life's reply30 Nov 2018, 13:44
Official
Hello Ashwin Younger
Thank you for contacting us.
I am sorry your claims experience prompted you to contact us with a complaint.
Our team, will be in contact with you regarding your claim.
Kind Regards
Lynne Lawrence
***
Thank you for contacting us.
I am sorry your claims experience prompted you to contact us with a complaint.
Our team, will be in contact with you regarding your claim.
Kind Regards
Lynne Lawrence
***
AY
Ashwin Y's updateReviewer Update
29 May 2021, 15:59 To whom it may concern.
I am very very disappointed in your organization and how you guys provide customer service. Please find the attached communication and concern I currently have with your company. I just need someone to assist and to use DISCRETION. I’m not asking for any favors but only service. I requested to speak to superiors and haven’t received any feedback as yet. I went to head office (Hollard) and still didn’t get any service. The agent I spoke to, who called to update my banking details, only made notes that I declined to do the security questions but didn’t state on her notes, that I requested to speak to a supervisor and that I wanted to confirm the last four numbers of my cell. Hence I requested for supervisor so that I can get assistance. I FEEL AS IF YOUR COMPANY ONLY WANTS MONEY FROM ME AND THAT WHEN IT COMES TO GIVING SERVICE, YOU GUYS SIMPLY DON’T KNOW HOW TO. Stop treating me as a number and treat me as an individual. I’ve dealt with a person previously namely: Dewet Mouton, what a gentleman and a real GEM to your organization.
From: customerservice@hollard <***>
Sent: Wednesday, March 3, 2021 10:01 AM
To: Ashwin Younger <***>
Subject: RE: Raymond Nel Hello!
Thank you for contacting Hollard.
We have received your email and you can expect a response to your query within 2 business days. If you do not hear back from us, please contact our call centre on ***(Standard rates apply).
Kind Regards
Customer Service Team
www.Hollard.co.za
HOLLARD LIFE ASSURANCE COMPANY LIMITED, Reg. No. ***. Hollard Life is an authorised Financial Services Provider, FSP no. 17897
I am very very disappointed in your organization and how you guys provide customer service. Please find the attached communication and concern I currently have with your company. I just need someone to assist and to use DISCRETION. I’m not asking for any favors but only service. I requested to speak to superiors and haven’t received any feedback as yet. I went to head office (Hollard) and still didn’t get any service. The agent I spoke to, who called to update my banking details, only made notes that I declined to do the security questions but didn’t state on her notes, that I requested to speak to a supervisor and that I wanted to confirm the last four numbers of my cell. Hence I requested for supervisor so that I can get assistance. I FEEL AS IF YOUR COMPANY ONLY WANTS MONEY FROM ME AND THAT WHEN IT COMES TO GIVING SERVICE, YOU GUYS SIMPLY DON’T KNOW HOW TO. Stop treating me as a number and treat me as an individual. I’ve dealt with a person previously namely: Dewet Mouton, what a gentleman and a real GEM to your organization.
- On the 3rd of March 2021 at 09:50 in the morning, I sent an email to *** to ask for a statement, so that I can see what my outstanding balance to pay is. As per the attached mails I only received the Policy Schedule, on the 4th of March 2021 at: 12:45 from Hollard. On the Policy Schedule, there is no indication or mentioning of the outstanding balance? I would think that the account is current or up to date. As I DO NOT have access to Hollard’s systems. I am a client or 3rd party. In addition, I asked for the balance and I received a policy schedule.
- A lady called me and from Hollard to update the banking details. She had asked security questions so I told her that she’s speaking to the right person, as this is the query I logged with Hollard. I told her that I’ll confirm my last 4 numbers of my cell number and she declined. I didn’t like her tone and I requested that she escalate the query to a superior. Still to date no feedback.
- I received a message from Hollard on the 3rd of May 2021 message, which was as follows: “ Hello Mr Younger. Your Funeral Plan, policy number:***1 has stopped as we have not received your payments for 2 months. Let’s try to work something out to keep your policy & the protection it provides! Please dial *120*4122# ( Std rates apply). Hollard Auth FSP”. Time: 10:18
- As per the above message received I’ve followed the USSD string you guys ( Hollard) provided on the 03/05/2021 to make arrangements around 14:23 -14:25. I received a message saying that someone will be in contact within 72 hours. Someone called immediately thereafter, when I answered the call was dropped. The phone rang literally once, female voice, the agent said Hello and call was dropped. When calling the same number ( ***) back, it advised that the number is no longer in use. I then sent an email with my concern and wanting to resolve this and requested that Hollard do a call retrieval to verify. I had asked to speak to a superior and nobody ever called me or provided me with feedback? I made a payment on Saturday the 08/05/2021.
- On the 26/05/2021 I made another payment as always via CASH deposit at an Nebank ATM. I then called Hollard to verify and check on the balance. I was told by an agent namely: Busisiwe that the policy has lapsed. I asked her to again escalate to a superior and to assist with the nearest branch in the Florida, Newlands areas. She referred us to the Westgate Mall. Upon my arrival at the Westgate Mall, I was told by the ladies from Pick & Pay Supermarket that the Hollard agents aren’t available presently, as they only start work at 11:00. I then left as I was there at 10:00 and couldn’t wait for an hour.
- On the 27th of March 2021, I went to Hollard’s Head Office, I spoke to a consultant namely: Jade Ndlovu. I explained all the above and she advised that the policy has lapsed in JANUARY 2021 already. I requested to speak to the manager, she said it’s fine I just need to wait.
- A gentlemen approached me by the name of Nhlakanipho Makhanya, not too sure if he was the manager as he was reluctant to give his name and surname initially. Again, I explained the story to him and advised of my concerns and the correspondence I have. He then asked me what I would like ( meaning: A WAY FORWARD), I told him that I would like for the policy to continue as usual and GOD FORBID, should something happened there would be no waiting periods. He told me that he cannot help or assist me and that I will need to call the call centre!!! CAN YOU BELIEVE THE SERVICE!!!! I informed him that I DO NOT understand as according to me I am at head office and I would like to have some service, as myself, I’ve been working in Customer Care/ Client Services for the last 16 years.
- He ( Nhlakanipho Makhanya, Manager) then called the call centre from head office with their phone and I spoke to an agent namely: Crizelda, again I had to explain all of the above and she simply told me that the policy has lapsed and that she cannot assist. I again requested to speak to a supervisor.
- Supervisor’s name was Maggie Ndawe, I explained all of the above again and she also said that at this stage she couldn’t help me but will escalate to a the “COMPLAINTS DEPARTMENT” and that I will receive feedback within 7-14 working days. I then requested that she forward a call reference number to me but to no avail,( 3 days later)? I asked her why as per Jade Ndlovu who confirmed that the policy had lapsed in January 2021 and why wasn’t I notified then. She told me it was because no payment was received in Jan and Feb etc. I explained to her that I have proof of payments that was made in Jan, Feb etc.
- In addition, the only other SMS I received from Hollard was on the 30/08/2019 at : 15:17 in the afternoon. The message stated that message stated that " money was not received and that on the 26/10/2019 a double debit would be submitted.
From: customerservice@hollard <***>
Sent: Wednesday, March 3, 2021 10:01 AM
To: Ashwin Younger <***>
Subject: RE: Raymond Nel Hello!
Thank you for contacting Hollard.
We have received your email and you can expect a response to your query within 2 business days. If you do not hear back from us, please contact our call centre on ***(Standard rates apply).
Kind Regards
Customer Service Team
www.Hollard.co.za
HOLLARD LIFE ASSURANCE COMPANY LIMITED, Reg. No. ***. Hollard Life is an authorised Financial Services Provider, FSP no. 17897
AY
Ashwin Y's update29 May 2021, 15:59
Reviewer Update
To whom it may concern.
I am very very disappointed in your organization and how you guys provide customer service. Please find the attached communication and concern I currently have with your company. I just need someone to assist and to use DISCRETION. I’m not asking for any favors but only service. I requested to speak to superiors and haven’t received any feedback as yet. I went to head office (Hollard) and still didn’t get any service. The agent I spoke to, who called to update my banking details, only made notes that I declined to do the security questions but didn’t state on her notes, that I requested to speak to a supervisor and that I wanted to confirm the last four numbers of my cell. Hence I requested for supervisor so that I can get assistance. I FEEL AS IF YOUR COMPANY ONLY WANTS MONEY FROM ME AND THAT WHEN IT COMES TO GIVING SERVICE, YOU GUYS SIMPLY DON’T KNOW HOW TO. Stop treating me as a number and treat me as an individual. I’ve dealt with a person previously namely: Dewet Mouton, what a gentleman and a real GEM to your organization.
From: customerservice@hollard <***>
Sent: Wednesday, March 3, 2021 10:01 AM
To: Ashwin Younger <***>
Subject: RE: Raymond Nel Hello!
Thank you for contacting Hollard.
We have received your email and you can expect a response to your query within 2 business days. If you do not hear back from us, please contact our call centre on ***(Standard rates apply).
Kind Regards
Customer Service Team
www.Hollard.co.za
HOLLARD LIFE ASSURANCE COMPANY LIMITED, Reg. No. ***. Hollard Life is an authorised Financial Services Provider, FSP no. 17897
I am very very disappointed in your organization and how you guys provide customer service. Please find the attached communication and concern I currently have with your company. I just need someone to assist and to use DISCRETION. I’m not asking for any favors but only service. I requested to speak to superiors and haven’t received any feedback as yet. I went to head office (Hollard) and still didn’t get any service. The agent I spoke to, who called to update my banking details, only made notes that I declined to do the security questions but didn’t state on her notes, that I requested to speak to a supervisor and that I wanted to confirm the last four numbers of my cell. Hence I requested for supervisor so that I can get assistance. I FEEL AS IF YOUR COMPANY ONLY WANTS MONEY FROM ME AND THAT WHEN IT COMES TO GIVING SERVICE, YOU GUYS SIMPLY DON’T KNOW HOW TO. Stop treating me as a number and treat me as an individual. I’ve dealt with a person previously namely: Dewet Mouton, what a gentleman and a real GEM to your organization.
- On the 3rd of March 2021 at 09:50 in the morning, I sent an email to *** to ask for a statement, so that I can see what my outstanding balance to pay is. As per the attached mails I only received the Policy Schedule, on the 4th of March 2021 at: 12:45 from Hollard. On the Policy Schedule, there is no indication or mentioning of the outstanding balance? I would think that the account is current or up to date. As I DO NOT have access to Hollard’s systems. I am a client or 3rd party. In addition, I asked for the balance and I received a policy schedule.
- A lady called me and from Hollard to update the banking details. She had asked security questions so I told her that she’s speaking to the right person, as this is the query I logged with Hollard. I told her that I’ll confirm my last 4 numbers of my cell number and she declined. I didn’t like her tone and I requested that she escalate the query to a superior. Still to date no feedback.
- I received a message from Hollard on the 3rd of May 2021 message, which was as follows: “ Hello Mr Younger. Your Funeral Plan, policy number:***1 has stopped as we have not received your payments for 2 months. Let’s try to work something out to keep your policy & the protection it provides! Please dial *120*4122# ( Std rates apply). Hollard Auth FSP”. Time: 10:18
- As per the above message received I’ve followed the USSD string you guys ( Hollard) provided on the 03/05/2021 to make arrangements around 14:23 -14:25. I received a message saying that someone will be in contact within 72 hours. Someone called immediately thereafter, when I answered the call was dropped. The phone rang literally once, female voice, the agent said Hello and call was dropped. When calling the same number ( ***) back, it advised that the number is no longer in use. I then sent an email with my concern and wanting to resolve this and requested that Hollard do a call retrieval to verify. I had asked to speak to a superior and nobody ever called me or provided me with feedback? I made a payment on Saturday the 08/05/2021.
- On the 26/05/2021 I made another payment as always via CASH deposit at an Nebank ATM. I then called Hollard to verify and check on the balance. I was told by an agent namely: Busisiwe that the policy has lapsed. I asked her to again escalate to a superior and to assist with the nearest branch in the Florida, Newlands areas. She referred us to the Westgate Mall. Upon my arrival at the Westgate Mall, I was told by the ladies from Pick & Pay Supermarket that the Hollard agents aren’t available presently, as they only start work at 11:00. I then left as I was there at 10:00 and couldn’t wait for an hour.
- On the 27th of March 2021, I went to Hollard’s Head Office, I spoke to a consultant namely: Jade Ndlovu. I explained all the above and she advised that the policy has lapsed in JANUARY 2021 already. I requested to speak to the manager, she said it’s fine I just need to wait.
- A gentlemen approached me by the name of Nhlakanipho Makhanya, not too sure if he was the manager as he was reluctant to give his name and surname initially. Again, I explained the story to him and advised of my concerns and the correspondence I have. He then asked me what I would like ( meaning: A WAY FORWARD), I told him that I would like for the policy to continue as usual and GOD FORBID, should something happened there would be no waiting periods. He told me that he cannot help or assist me and that I will need to call the call centre!!! CAN YOU BELIEVE THE SERVICE!!!! I informed him that I DO NOT understand as according to me I am at head office and I would like to have some service, as myself, I’ve been working in Customer Care/ Client Services for the last 16 years.
- He ( Nhlakanipho Makhanya, Manager) then called the call centre from head office with their phone and I spoke to an agent namely: Crizelda, again I had to explain all of the above and she simply told me that the policy has lapsed and that she cannot assist. I again requested to speak to a supervisor.
- Supervisor’s name was Maggie Ndawe, I explained all of the above again and she also said that at this stage she couldn’t help me but will escalate to a the “COMPLAINTS DEPARTMENT” and that I will receive feedback within 7-14 working days. I then requested that she forward a call reference number to me but to no avail,( 3 days later)? I asked her why as per Jade Ndlovu who confirmed that the policy had lapsed in January 2021 and why wasn’t I notified then. She told me it was because no payment was received in Jan and Feb etc. I explained to her that I have proof of payments that was made in Jan, Feb etc.
- In addition, the only other SMS I received from Hollard was on the 30/08/2019 at : 15:17 in the afternoon. The message stated that message stated that " money was not received and that on the 26/10/2019 a double debit would be submitted.
From: customerservice@hollard <***>
Sent: Wednesday, March 3, 2021 10:01 AM
To: Ashwin Younger <***>
Subject: RE: Raymond Nel Hello!
Thank you for contacting Hollard.
We have received your email and you can expect a response to your query within 2 business days. If you do not hear back from us, please contact our call centre on ***(Standard rates apply).
Kind Regards
Customer Service Team
www.Hollard.co.za
HOLLARD LIFE ASSURANCE COMPANY LIMITED, Reg. No. ***. Hollard Life is an authorised Financial Services Provider, FSP no. 17897
AY
Ashwin Y's updateReviewer Update
29 May 2021, 16:12Ashwin Younger
email:***
Cell: ***
ID: ***
Policy ***
email:***
Cell: ***
ID: ***
Policy ***
AY
Ashwin Y's update29 May 2021, 16:12
Reviewer Update
Ashwin Younger
email:***
Cell: ***
ID: ***
Policy ***
email:***
Cell: ***
ID: ***
Policy ***
AY
Ashwin Y's updateReviewer Update
29 Jul 2021, 00:31To whom it may concern.
I cannot belief, that one has to log a Hello-Peter complaint in order to get service from HOLLARD, that's how great the service is!!!!!!
Claim Reference ***1
Please advise as I submitted a claim last week on the 21/07/2021 and am still awaiting feedback from the assessors. Can it really take this long for feedback to be provided?
As per my last conversation sometime in June 2021, with Natasha Vos (not too sure about the surname though). She asked me what I wanted and I informed her for the policy to continue as usual, as should something happen to my grandfather God forbid namely: Raymond Nel, I wouldn't want to have a problem when I claim. She called me back after a week and advised that the policy is active as initially requested and that someone would call me the following week to update the banking details, which was what I also requested in March already. Had she told me that the policy would have been re-instated, I would've declined. As I belief it was due to the poor service from Hollard we had some mishaps previously. Hollard should have everything on record.
I cannot think why it would take a reputable company like Hollard to take so long when one claims, unless I was **** to when Natasha called me? She confirmed on a recorded line that the policy is active as usual and has spoken to the finance department. Her service she rendered was excellent though.
In addition, I called on the 23/07/2021 and spoke to Thato, who informed me as per the notes, that it's not necessary for further investigation from the assessors and that the normal claims process would follow. On Monday, I called again and spoke to Brenda, she didn't give me her surname. Did a security check and she asked me to hold, was holding for 3 minutes or so and then she dropped the call. I called back and spoke to Emma, who I must say gave me good service and advised that it's still with the assessors and that they would call me with feedback.
I then called back today(28/07/2021) at 08:20 and spoke to Rachel Dzumeri, who was only interested in her protocol. I did a security check with her and requested to speak to a supervisor, if supervisor is not available then preferably a manager. To my surprised she said that the management ( supervisor and managers) aren't available. While I called, I was told by the prompts that your operating hours is from: 08:00 - 17:00, Monday to Friday. Again, I don't know whether or not Rachel was lying when she said the superiors aren't available??? I informed Rachel that I am going to report her, as she told me that she won't help me. HOLLARD, come on now, please provide your staff with adequate training and teach them about discretion!!!
I cannot belief, that one has to log a Hello-Peter complaint in order to get service from HOLLARD, that's how great the service is!!!!!!
Claim Reference ***1
Please advise as I submitted a claim last week on the 21/07/2021 and am still awaiting feedback from the assessors. Can it really take this long for feedback to be provided?
As per my last conversation sometime in June 2021, with Natasha Vos (not too sure about the surname though). She asked me what I wanted and I informed her for the policy to continue as usual, as should something happen to my grandfather God forbid namely: Raymond Nel, I wouldn't want to have a problem when I claim. She called me back after a week and advised that the policy is active as initially requested and that someone would call me the following week to update the banking details, which was what I also requested in March already. Had she told me that the policy would have been re-instated, I would've declined. As I belief it was due to the poor service from Hollard we had some mishaps previously. Hollard should have everything on record.
I cannot think why it would take a reputable company like Hollard to take so long when one claims, unless I was **** to when Natasha called me? She confirmed on a recorded line that the policy is active as usual and has spoken to the finance department. Her service she rendered was excellent though.
In addition, I called on the 23/07/2021 and spoke to Thato, who informed me as per the notes, that it's not necessary for further investigation from the assessors and that the normal claims process would follow. On Monday, I called again and spoke to Brenda, she didn't give me her surname. Did a security check and she asked me to hold, was holding for 3 minutes or so and then she dropped the call. I called back and spoke to Emma, who I must say gave me good service and advised that it's still with the assessors and that they would call me with feedback.
I then called back today(28/07/2021) at 08:20 and spoke to Rachel Dzumeri, who was only interested in her protocol. I did a security check with her and requested to speak to a supervisor, if supervisor is not available then preferably a manager. To my surprised she said that the management ( supervisor and managers) aren't available. While I called, I was told by the prompts that your operating hours is from: 08:00 - 17:00, Monday to Friday. Again, I don't know whether or not Rachel was lying when she said the superiors aren't available??? I informed Rachel that I am going to report her, as she told me that she won't help me. HOLLARD, come on now, please provide your staff with adequate training and teach them about discretion!!!
AY
Ashwin Y's update29 Jul 2021, 00:31
Reviewer Update
To whom it may concern.
I cannot belief, that one has to log a Hello-Peter complaint in order to get service from HOLLARD, that's how great the service is!!!!!!
Claim Reference ***1
Please advise as I submitted a claim last week on the 21/07/2021 and am still awaiting feedback from the assessors. Can it really take this long for feedback to be provided?
As per my last conversation sometime in June 2021, with Natasha Vos (not too sure about the surname though). She asked me what I wanted and I informed her for the policy to continue as usual, as should something happen to my grandfather God forbid namely: Raymond Nel, I wouldn't want to have a problem when I claim. She called me back after a week and advised that the policy is active as initially requested and that someone would call me the following week to update the banking details, which was what I also requested in March already. Had she told me that the policy would have been re-instated, I would've declined. As I belief it was due to the poor service from Hollard we had some mishaps previously. Hollard should have everything on record.
I cannot think why it would take a reputable company like Hollard to take so long when one claims, unless I was **** to when Natasha called me? She confirmed on a recorded line that the policy is active as usual and has spoken to the finance department. Her service she rendered was excellent though.
In addition, I called on the 23/07/2021 and spoke to Thato, who informed me as per the notes, that it's not necessary for further investigation from the assessors and that the normal claims process would follow. On Monday, I called again and spoke to Brenda, she didn't give me her surname. Did a security check and she asked me to hold, was holding for 3 minutes or so and then she dropped the call. I called back and spoke to Emma, who I must say gave me good service and advised that it's still with the assessors and that they would call me with feedback.
I then called back today(28/07/2021) at 08:20 and spoke to Rachel Dzumeri, who was only interested in her protocol. I did a security check with her and requested to speak to a supervisor, if supervisor is not available then preferably a manager. To my surprised she said that the management ( supervisor and managers) aren't available. While I called, I was told by the prompts that your operating hours is from: 08:00 - 17:00, Monday to Friday. Again, I don't know whether or not Rachel was lying when she said the superiors aren't available??? I informed Rachel that I am going to report her, as she told me that she won't help me. HOLLARD, come on now, please provide your staff with adequate training and teach them about discretion!!!
I cannot belief, that one has to log a Hello-Peter complaint in order to get service from HOLLARD, that's how great the service is!!!!!!
Claim Reference ***1
Please advise as I submitted a claim last week on the 21/07/2021 and am still awaiting feedback from the assessors. Can it really take this long for feedback to be provided?
As per my last conversation sometime in June 2021, with Natasha Vos (not too sure about the surname though). She asked me what I wanted and I informed her for the policy to continue as usual, as should something happen to my grandfather God forbid namely: Raymond Nel, I wouldn't want to have a problem when I claim. She called me back after a week and advised that the policy is active as initially requested and that someone would call me the following week to update the banking details, which was what I also requested in March already. Had she told me that the policy would have been re-instated, I would've declined. As I belief it was due to the poor service from Hollard we had some mishaps previously. Hollard should have everything on record.
I cannot think why it would take a reputable company like Hollard to take so long when one claims, unless I was **** to when Natasha called me? She confirmed on a recorded line that the policy is active as usual and has spoken to the finance department. Her service she rendered was excellent though.
In addition, I called on the 23/07/2021 and spoke to Thato, who informed me as per the notes, that it's not necessary for further investigation from the assessors and that the normal claims process would follow. On Monday, I called again and spoke to Brenda, she didn't give me her surname. Did a security check and she asked me to hold, was holding for 3 minutes or so and then she dropped the call. I called back and spoke to Emma, who I must say gave me good service and advised that it's still with the assessors and that they would call me with feedback.
I then called back today(28/07/2021) at 08:20 and spoke to Rachel Dzumeri, who was only interested in her protocol. I did a security check with her and requested to speak to a supervisor, if supervisor is not available then preferably a manager. To my surprised she said that the management ( supervisor and managers) aren't available. While I called, I was told by the prompts that your operating hours is from: 08:00 - 17:00, Monday to Friday. Again, I don't know whether or not Rachel was lying when she said the superiors aren't available??? I informed Rachel that I am going to report her, as she told me that she won't help me. HOLLARD, come on now, please provide your staff with adequate training and teach them about discretion!!!
AY
Ashwin Y's updateReviewer Update
29 Jul 2021, 00:49Hollard, in addition, each time I call, I ask for reference numbers of the calls to be sent via email and to my surprise I'm still waiting.
AY
Ashwin Y's update29 Jul 2021, 00:49
Reviewer Update
Hollard, in addition, each time I call, I ask for reference numbers of the calls to be sent via email and to my surprise I'm still waiting.
Hollard Life's replyOfficial
29 Jul 2021, 09:37Hello Ashwin
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.
We are looking into your claim and will be in contact with you as soon as we have received feedback.
Kind regards,Escalated Complaints
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.
We are looking into your claim and will be in contact with you as soon as we have received feedback.
Kind regards,Escalated Complaints
Hollard Life's reply29 Jul 2021, 09:37
Official
Hello Ashwin
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.
We are looking into your claim and will be in contact with you as soon as we have received feedback.
Kind regards,Escalated Complaints
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.
We are looking into your claim and will be in contact with you as soon as we have received feedback.
Kind regards,Escalated Complaints