MM
Mbali M
1 reviews | Active since Aug 2021
23 Aug 2021, 14:18
HOLLARD IS NOT CUSTOMER CENTRIC
Good day
I logged a claim around the 9th of August and was promised a 24 to 48 hours turnaround time and I have been calling ***tirelessly and no one can give me answers as to why my claim is sitting with the risk department. but Hollard was very quick to call and upsell the policy. I'm an aggrieved customer.
I paid my monthly premiums, confirmed receipt of all required documents, and still, I have to call Hollard every day for the past 2 weeks, I cannot grieve the loss of my mother in peace because of Hollard Life.
My debit orders are going off on the 25th and when the Hollard debit bounces cause of insufficient funds again there will be an issue. Hollard is unsympathetic when it comes to dealing with Funeral claims, I regret the day I signed up for a Hollard Life policy
Regards
Helpful (0)
Replies (5)0
Replies (5)
Hollard Life's replyOfficial
23 Aug 2021, 15:39Hello Mbali
We are saddened to hear about the loss of your mother. Please accept our sincere condolences.
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 be in contact with you soon.
Kind regards, Natasha Vos
We are saddened to hear about the loss of your mother. Please accept our sincere condolences.
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 be in contact with you soon.
Kind regards, Natasha Vos
Hollard Life's reply23 Aug 2021, 15:39
Official
Hello Mbali
We are saddened to hear about the loss of your mother. Please accept our sincere condolences.
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 be in contact with you soon.
Kind regards, Natasha Vos
We are saddened to hear about the loss of your mother. Please accept our sincere condolences.
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 be in contact with you soon.
Kind regards, Natasha Vos
MM
Mbali M's updateReviewer Update
24 Aug 2021, 10:32 Hi Natasha
Thank you for the acknowledgement of my complaint and the condolences.
Up until when I once again called in yesterday ...I have been made to feel like a ******** BUT I pay my monthly policy fees and all documents were submitted in time -I even resent the documents, WHAT MORE DO I HAVE TO DO TO HAVE HOLLARD KEEP THEIR BRAND PROMISE TO ME AS A PAYING CUSTOMER!!!!
Your processes DO NOT serve the customer they only serve the company! Even Home Affairs was quicker than your process.
I need to know WHY do I have to now wait 14 DAYS for a funeral claim pay-out.
Will wait for your phone call.
Thank you for the acknowledgement of my complaint and the condolences.
Up until when I once again called in yesterday ...I have been made to feel like a ******** BUT I pay my monthly policy fees and all documents were submitted in time -I even resent the documents, WHAT MORE DO I HAVE TO DO TO HAVE HOLLARD KEEP THEIR BRAND PROMISE TO ME AS A PAYING CUSTOMER!!!!
Your processes DO NOT serve the customer they only serve the company! Even Home Affairs was quicker than your process.
I need to know WHY do I have to now wait 14 DAYS for a funeral claim pay-out.
Will wait for your phone call.
MM
Mbali M's update24 Aug 2021, 10:32
Reviewer Update
Hi Natasha
Thank you for the acknowledgement of my complaint and the condolences.
Up until when I once again called in yesterday ...I have been made to feel like a ******** BUT I pay my monthly policy fees and all documents were submitted in time -I even resent the documents, WHAT MORE DO I HAVE TO DO TO HAVE HOLLARD KEEP THEIR BRAND PROMISE TO ME AS A PAYING CUSTOMER!!!!
Your processes DO NOT serve the customer they only serve the company! Even Home Affairs was quicker than your process.
I need to know WHY do I have to now wait 14 DAYS for a funeral claim pay-out.
Will wait for your phone call.
Thank you for the acknowledgement of my complaint and the condolences.
Up until when I once again called in yesterday ...I have been made to feel like a ******** BUT I pay my monthly policy fees and all documents were submitted in time -I even resent the documents, WHAT MORE DO I HAVE TO DO TO HAVE HOLLARD KEEP THEIR BRAND PROMISE TO ME AS A PAYING CUSTOMER!!!!
Your processes DO NOT serve the customer they only serve the company! Even Home Affairs was quicker than your process.
I need to know WHY do I have to now wait 14 DAYS for a funeral claim pay-out.
Will wait for your phone call.
MM
Mbali M's updateReviewer Update
24 Aug 2021, 17:31 It's past the close of business and it’s been 12 working days( 9 Aug-24 Aug) since I logged a Hollard Life funeral claim and confirmed that all required documents were received to date the only response from Hello Peter (23 Aug 2021, 15:39) and when I call the call centre the claim was only actioned on the 19 Aug & is sitting with risk(make it make sense) still no contact made and no payout made but tomorrow they will expect to debit my bank account. I regret taking the Hollard Life Policy, if you are looking for funeral cover DO NOT TAKE COVER WITH HOLLARD LIFE, they will let you down when you MOST need them!
MM
Mbali M's update24 Aug 2021, 17:31
Reviewer Update
It's past the close of business and it’s been 12 working days( 9 Aug-24 Aug) since I logged a Hollard Life funeral claim and confirmed that all required documents were received to date the only response from Hello Peter (23 Aug 2021, 15:39) and when I call the call centre the claim was only actioned on the 19 Aug & is sitting with risk(make it make sense) still no contact made and no payout made but tomorrow they will expect to debit my bank account. I regret taking the Hollard Life Policy, if you are looking for funeral cover DO NOT TAKE COVER WITH HOLLARD LIFE, they will let you down when you MOST need them!
Hollard Life's replyOfficial
25 Aug 2021, 08:28Hello Mbali
We are sorry for the delay in responding to your matter and assure you that we are looking into your claim.
We have escalated your matter to our claims team for feedback.
Kind Regards
Natasha Vos
We are sorry for the delay in responding to your matter and assure you that we are looking into your claim.
We have escalated your matter to our claims team for feedback.
Kind Regards
Natasha Vos
Hollard Life's reply25 Aug 2021, 08:28
Official
Hello Mbali
We are sorry for the delay in responding to your matter and assure you that we are looking into your claim.
We have escalated your matter to our claims team for feedback.
Kind Regards
Natasha Vos
We are sorry for the delay in responding to your matter and assure you that we are looking into your claim.
We have escalated your matter to our claims team for feedback.
Kind Regards
Natasha Vos
MM
Mbali M's updateReviewer Update
25 Aug 2021, 15:41Hi Natasha
Please do me a favour and do not give me assurances that you can NOT keep. This is how I got to this situation in the first place because of the claims department delaying the process and here you are going to the same department that won’t do anything for the next 14 months at this rate shouldn’t this be escalated to the Head of claims or risk? And I won’t hold my breath because Hollard does NOT keep their promises and 1 more thing, I DO NOT WANT TO SEE A HOLLARD DEBIT ORDER UNTIL MY CLAIM IS PAID!
If I’m not paid by this Friday 27th August which will be exactly 3weeks since I logged my claim I’m coming to your Parktown head Office for sure and I won’t have the same tolerance that I’m exercising right now..Y’all chose the wrong BLACK customer to mess with this around.
As I still wait for your phone call Natasha that you promised more than 24hrs ago!
See you This Friday!
Please do me a favour and do not give me assurances that you can NOT keep. This is how I got to this situation in the first place because of the claims department delaying the process and here you are going to the same department that won’t do anything for the next 14 months at this rate shouldn’t this be escalated to the Head of claims or risk? And I won’t hold my breath because Hollard does NOT keep their promises and 1 more thing, I DO NOT WANT TO SEE A HOLLARD DEBIT ORDER UNTIL MY CLAIM IS PAID!
If I’m not paid by this Friday 27th August which will be exactly 3weeks since I logged my claim I’m coming to your Parktown head Office for sure and I won’t have the same tolerance that I’m exercising right now..Y’all chose the wrong BLACK customer to mess with this around.
As I still wait for your phone call Natasha that you promised more than 24hrs ago!
See you This Friday!
MM
Mbali M's update25 Aug 2021, 15:41
Reviewer Update
Hi Natasha
Please do me a favour and do not give me assurances that you can NOT keep. This is how I got to this situation in the first place because of the claims department delaying the process and here you are going to the same department that won’t do anything for the next 14 months at this rate shouldn’t this be escalated to the Head of claims or risk? And I won’t hold my breath because Hollard does NOT keep their promises and 1 more thing, I DO NOT WANT TO SEE A HOLLARD DEBIT ORDER UNTIL MY CLAIM IS PAID!
If I’m not paid by this Friday 27th August which will be exactly 3weeks since I logged my claim I’m coming to your Parktown head Office for sure and I won’t have the same tolerance that I’m exercising right now..Y’all chose the wrong BLACK customer to mess with this around.
As I still wait for your phone call Natasha that you promised more than 24hrs ago!
See you This Friday!
Please do me a favour and do not give me assurances that you can NOT keep. This is how I got to this situation in the first place because of the claims department delaying the process and here you are going to the same department that won’t do anything for the next 14 months at this rate shouldn’t this be escalated to the Head of claims or risk? And I won’t hold my breath because Hollard does NOT keep their promises and 1 more thing, I DO NOT WANT TO SEE A HOLLARD DEBIT ORDER UNTIL MY CLAIM IS PAID!
If I’m not paid by this Friday 27th August which will be exactly 3weeks since I logged my claim I’m coming to your Parktown head Office for sure and I won’t have the same tolerance that I’m exercising right now..Y’all chose the wrong BLACK customer to mess with this around.
As I still wait for your phone call Natasha that you promised more than 24hrs ago!
See you This Friday!