Hollard Insurance a ****?

Hollard emails are not assisting, calls to find the relevant department is a nightmare. Policy number according to a letter from Hollard, dated 18 January 2024, seems to be non existing. ID numbers provided somewhat of help, but not entirely. We know there is a policy, still active. We need a statement of account for the Master of the High Court to register the estate of my sister. People employed at this company is not helpful or they don't know how to do their job.