HOLLARD DIRECT FUNERAL POLICY

I have never experienced such bad service delivery from an Insurance company, this is the worst bunch of unprofessional people I was unfortunate to encounter in my life. A funeral policy is there to cover the funeral costs when a love one passed away but not a Hollard policy, they use a bunch of *********** clowns. I requested the required claim forms on 15 August 2021 via email and received a reply on 17 August 2021 from a *** and emailed the duly completed forms with attachments to him on 18 August 2021. To date he contacted me twice via telephone and then he stopped to correspond with me and do not even reply to my emails nor telephone calls. On 23 August 2021, I resubmitted the claim form with documents to *** and received a read me response the same date, and no reply to date. Every time I follow up on the claim, I do not get any joy, leave alone an answer as to when the claim will be settled. I filed a complaint to them on 24 August 2021 to *** and received a reply on 26 August 2021 stating and I quote “Your complaint has been assigned to a dedicated member of our team. A consultant will be in contact with you within 5 working days” Taking into account that the funeral was scheduled for 30 August 2021, 5 days is not an option. On Friday 27 August 2021, I was informed that the claim was approved and its with their payment department, but due to an IT glitch payment cannot be affected. Really how long do it take to sort out a glitch? Further there to reading through the complaints here I am not interested in a reply from them of “We are sorry that your experience has led to you contact us with a complaint and our Customer Resolution Department will look into this matter and get back to you soon as possible” This kind of client service is why we lost respect and confidence in the insurance industry. I’m terribly disappointed and frustrated. I request that my claim is paid out asap.