Hollard Direct Funeral misconduct and incompetence negatively impacting the disadvantaged

A claim was submitted on Friday, the 22nd of October 2021 for Policy Number: ***7 (Hollard Direct Funeral) even though we submitted all the documents the claim has not been paid out. My mother (the Beneficiary) submitted the claim at the Langa Branch to a consultant named Aphiwe. Yesterday (27 October 2021, 10:02) we contacted the Hollard Call Centre. Call reference ***, the consultant who was rude when we asked questions pertaining the claim said it’s being investigated and we need to wait and did not give us concrete feedback. Today (28 October 2021, 12:06) we called again, call reference *** and we were informed that the consultant who we submitted the document to, namely Aphiwe had omitted to scan and email all the documents submitted and a page of the claim form was not attached.

Firstly, we did everything required and timeously from our side, however, the claims is yet to be approved and was not paid out within the promised 48 hours from the day we submitted to Hollard all the required documentation. Furthermore, Hollard is at fault as they have omitted to scan and index the correspondence/ documents accurately and timeously but now we are the ones negatively impacted because the funeral is suppose to be held on Saturday, the 30th of October 2021 and that means we need to pay additional money to the morgue. This is unfair and makes me wonder if my mother was not a black old woman, would have this happened.

Lastly, when I called the claims line as indicated per Hollard’s website, I was informed by an agent named Thuli that it does not work anyone more even though it is still on the website.