JM
Johannah M
1 reviews | Active since Dec 2021
01 Dec 2021, 09:41
Hollard Insurance ********* and *******. They never pay out
I submitted a funeral cover claim which is supposed to be settled and paid out within 48 hours. Their turn around time has elapsed, their call center is a nightmare as the are never any supervisors or management to escalate the matter. The funeral is tomorrow and we have no idea what is happening as the call center agent keeps saying the claim is sitting with the accessors even though their turn around time has elapsed.
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Replies (4)
Hollard Life's replyOfficial
01 Dec 2021, 10:51Hello Johannah
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.
Our customer resolutions team is busy looking into your claim and what went wrong. We will engage with you within two working days.
Kind regards,
Escalated Complaints Team
Hollard Life's reply01 Dec 2021, 10:51
Official
Hello Johannah
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.
Our customer resolutions team is busy looking into your claim and what went wrong. We will engage with you within two working days.
Kind regards,
Escalated Complaints Team
JM
Johannah M's updateReviewer Update
07 Dec 2021, 08:467 days later you have not gotten back to me and I have to deal with your rude call center agents who do not know how to speak or address someone at a time of grief.
You lie to customers on your policy document saying you will pay within 48 hours. We had to go loan money from loan sharks to put together a decent burial/funeral. I am so disappointed in Hollard, I would never advise anyone to join the policy. You are the worst insurance company I have ever had to deal with. You guys are *********, today a debt order went on the same policy you refuse to pay. You so comfortable taking my money but you don't want to pay the claim.
I would also like the call recording with Hollard customer services with call reference number *** as I would like to escalate this matter to the ombudsman as I have tried everything with contacting Hollard and I only get rude, *********** agents who cannot address a customer with the respect a client deserves. Please make the recording available as soon as possible so I can take this matter to the ombudsman.
You lie to customers on your policy document saying you will pay within 48 hours. We had to go loan money from loan sharks to put together a decent burial/funeral. I am so disappointed in Hollard, I would never advise anyone to join the policy. You are the worst insurance company I have ever had to deal with. You guys are *********, today a debt order went on the same policy you refuse to pay. You so comfortable taking my money but you don't want to pay the claim.
I would also like the call recording with Hollard customer services with call reference number *** as I would like to escalate this matter to the ombudsman as I have tried everything with contacting Hollard and I only get rude, *********** agents who cannot address a customer with the respect a client deserves. Please make the recording available as soon as possible so I can take this matter to the ombudsman.
JM
Johannah M's update07 Dec 2021, 08:46
Reviewer Update
7 days later you have not gotten back to me and I have to deal with your rude call center agents who do not know how to speak or address someone at a time of grief.
You lie to customers on your policy document saying you will pay within 48 hours. We had to go loan money from loan sharks to put together a decent burial/funeral. I am so disappointed in Hollard, I would never advise anyone to join the policy. You are the worst insurance company I have ever had to deal with. You guys are *********, today a debt order went on the same policy you refuse to pay. You so comfortable taking my money but you don't want to pay the claim.
I would also like the call recording with Hollard customer services with call reference number *** as I would like to escalate this matter to the ombudsman as I have tried everything with contacting Hollard and I only get rude, *********** agents who cannot address a customer with the respect a client deserves. Please make the recording available as soon as possible so I can take this matter to the ombudsman.
You lie to customers on your policy document saying you will pay within 48 hours. We had to go loan money from loan sharks to put together a decent burial/funeral. I am so disappointed in Hollard, I would never advise anyone to join the policy. You are the worst insurance company I have ever had to deal with. You guys are *********, today a debt order went on the same policy you refuse to pay. You so comfortable taking my money but you don't want to pay the claim.
I would also like the call recording with Hollard customer services with call reference number *** as I would like to escalate this matter to the ombudsman as I have tried everything with contacting Hollard and I only get rude, *********** agents who cannot address a customer with the respect a client deserves. Please make the recording available as soon as possible so I can take this matter to the ombudsman.
Hollard Life's replyOfficial
07 Dec 2021, 09:16Hello Johanna
We are sorry for the length of time it is taking to finalise your claim and assure you that your claim has been captured and is being assessed. We have escalated the claim to senior management for feedback.
We will request the call recording and will send it to you as soon as we receive it.
Kind Regards
Escalated Complaints Team
We are sorry for the length of time it is taking to finalise your claim and assure you that your claim has been captured and is being assessed. We have escalated the claim to senior management for feedback.
We will request the call recording and will send it to you as soon as we receive it.
Kind Regards
Escalated Complaints Team
Hollard Life's reply07 Dec 2021, 09:16
Official
Hello Johanna
We are sorry for the length of time it is taking to finalise your claim and assure you that your claim has been captured and is being assessed. We have escalated the claim to senior management for feedback.
We will request the call recording and will send it to you as soon as we receive it.
Kind Regards
Escalated Complaints Team
We are sorry for the length of time it is taking to finalise your claim and assure you that your claim has been captured and is being assessed. We have escalated the claim to senior management for feedback.
We will request the call recording and will send it to you as soon as we receive it.
Kind Regards
Escalated Complaints Team
Hollard Life's replyOfficial
07 Dec 2021, 15:56Hello Johanna
Thank you for your patience while we looked into your claim. Our claims team have confirmed they have processed your claim and sent the claim for payment.
Please allow two working days for the payment to reflect in your account.
Kind Regards
Escalated Complaints Team
Thank you for your patience while we looked into your claim. Our claims team have confirmed they have processed your claim and sent the claim for payment.
Please allow two working days for the payment to reflect in your account.
Kind Regards
Escalated Complaints Team
Hollard Life's reply07 Dec 2021, 15:56
Official
Hello Johanna
Thank you for your patience while we looked into your claim. Our claims team have confirmed they have processed your claim and sent the claim for payment.
Please allow two working days for the payment to reflect in your account.
Kind Regards
Escalated Complaints Team
Thank you for your patience while we looked into your claim. Our claims team have confirmed they have processed your claim and sent the claim for payment.
Please allow two working days for the payment to reflect in your account.
Kind Regards
Escalated Complaints Team