Hollard absolute WORST & *********** service provider

My father past away in a on 03/08/2017 in a motor vehicle accident and past-away on the scene of the accident, my mom was paying a funeral policy for him and herself for years and is up to date. I nominated the beneficiary on said policy, on Monday 07/08/2017 at 10:30 I made a call to Hollard life claims to notify them of the circumstances and that I would like to claim so that we can give my father the proper memorial that he deserved. AVBOB whom I might add was very professional and gave the utmost superb service had arranged for my father's body to be released and transported to there premises from the state mortuary and arranged for the death certificate from home affairs with 5 police certified copy's , all this BEFORE I made the call to Hollard. thank you AVBOB!!!! in this heartbreaking emotional and difficult time your superb supporting and sympathetic service was dearly appreciated. Hollard on the other hand in this painful emotional time made things instantly worse, no support or understanding for the circumstances we as a family find our self's and just adding to the immense strain, worry and logistics of such an difficult event.

First call- 07-08-2017. Hollard sends me a shopping list of documentation they require and a claim number (wf-580157***). -Certified copy of death certificate. no problem thanks AVBOB -Drivers License . no problem -Certified copy of ID. no problem -Marriage Certificate. ***??? but ok, no problem -Application form (for claim). no problem -Death notification form BI-1663. (this is the paperwork you get from the state mortuary). no problem -Police report. believe it or not, no problem -Post mortem report. this document is sealed only handed to the SAPS investigative officer by the mortuary and they will not even show it to you until the investigation is finalized. I phone Hollard whilst I am standing at the Mortuary to inform them that I am not permitted to receive said document. "we will need all the required documents before we can process your claim" is the response I get. so this means my father "funeral cover" will only pay out after the investigation is finalized which means we can only bury him then because only then his cover will pay out. -Road accident report. EMPD office R160 for a copy, ***???. no problem -Bank statement. no problem

08-08-2017 at 15:02 I send all these document (apart from Post Mortem) to the provided e-mail address by Hollard to me the day before.

10-08-2017 Thursday. I call Hollard to establish progress in regards to said claim. "Still in progress" is the response I get My father's funeral is the next day ?!?!?!?!?! I have to pay AVBOB on this day. At this point I realize Hollard does not care about their customers and only wants your money at the end of each month and is not interested in providing a service as stipulated in the contract they provided. I go to FNB they loan me the money and I pay AVBOB before the end of the day (Thank you FNB you where there when I needed you)

11-08-2017 Friday day of the Funeral. No Hollard.

14-08-2017 Monday I phone Hollard (Call ref ********** 493) first thing in the morning to determine the state of said claim to which they reply "we did not receive any documentation yet". to which we establish the wrong e-mail address was provided to me to where i had to send the required documentation. I get the "correct" e-mail address and promptly send the documentation.

14:46 I get a reply from Hollard on the ORIGENAL e-mail which was sent to the "WRONG" e-mail address.

"Good day Thank you for your recent contact with Hollard. Please be advised that there is no attachment on the email you sent. Kindly ensure that all requested documents are sent for the claim to be processed. Please contact our Customer Care Team should you require further assistance:"

Too which they attache my original e-mail with the attachments on. ***?????????????????

I promptly call Hollard (Call ref ********** 368) this was the WORST operator of them all, had no clue what he was doing and wanted me to verify personal information to make sure he was speaking to the right person THIS IS NOT MY POLICY!!! I am only the beneficiary, conclusion to the call you "must wait 48 hours and call back a bit later"

15-08-2017 Tuesday (Call ref ********** 830) It is with great joy and jubilation that I can announce Hollard received the documentation!!!!! How long will it take to now to process the claim I request, all wide eyed an bush tail expecting as pleasing and reassuring answer to sound of "Promptly sir" But NO! "it is sent through to assessment and will take 48 Hours" is what I get.................

"FUNERAL COVER my ass. get it Funeral cover from AVBOB!!!!

Word of Mouth is all I have to say to certain service provider......