Incompetence! Lies! Disregard

Good Day

Re : Policy Number

I would like to lay an official complaint against Hollard and the following representatives of Hollard :

Ntombikayise Mokoena Nomcebo Langa Colleen Ramdani

Nature of complaint : Failure of Treating Customer Fairly : Unacceptable standard of service and failure to take responsibility and accountability

I am client of Hollard for over 10 years with various policies one being a funeral cover, covering myself and husband and kids. Last year one of the dependants reached maturity status thus could no longer be under my same policy as a dependant. I was contacted by Hollard and advised that I would need to remove the particular dependant (Lwandile Zwane)to a standalone cover due to him no longer being a minor

The funeral cover amounts were discussed and I agreed on a R15 000.00 cover and was made to believe that all was in order and this I believed as the following month a separate new debit order of R98 commenced on Oct 2019. No document pertaining to this change or update has ever been sent to me and neither did I follow up as I have some grown accustomed to the fact Hollard do not send requested documentation no matter how many times you request.

Early this year and continuously thereafter I still find myself receiving calls from Hollard sales consultant advising that I need remove Lwandile from the current policy I have as he is no longer a minor. As confused as I was I explained to the first consultant that I had been contacted a while back and advised of same and was under impression that all is in order. The consultant (whose particulars I do not have but surely by looking at your systems and calls made to me you can gather that) advised that matter will be looked into and will revert. I have never heard from that consultant rather constantly receiving monthly calls from different consultants regarding this policy segregation.

It must have been April 2020 when I received another call from Ntombikayise Mokoena and that’s when I started realising that some thing is really wrong here and started documenting names. I further explained my story for the 100th time and pleaded with her that she gets matter looked into and rectify whatever needs to be or refer to someone senior. I have never heard from Ntombikayise nor any Hollard representative to assist.

On 8 June I received another call from Nomcebo Langa, irate as I was, I had to explain myself once again , this is where I was told that the initial person that made changes did something wrong , Lwandile is listed as policy payer yet I am and this needs to amended and for Lwandile's account to be provided to be debited. Lwandile does not have a bank account and I am happy to proceed as policy payer. I further asked if this was fine and would not be affected in an event of a claim. I was assured all is in order. Upon requesting this in writing I was referred to Colleen Ramdani the Team Leader I believe at the Escourt branch who I had to once again explain my story. As someone senior I was hopeful that matter will be resolved once and for all and she promised to get back to me on 9/6/20 until today I have not heard form her but yet received another call from a Hollard representative on same matter today - I cut the and decided to pen my frustration on the level of incompetency and client disregard from Hollards

I ask myself if Hollard does not a system whereby a client's profile is previewed before making contact? I also ask myself if Hollard values me as client if I have to be tormented by these calls every week and month with no resolution? Is it correct that I am debited for cover that seems flawed and yet no attempt made to resolve?

If I did not require your services and did stand a chance of forfeiting and paid premiums , I would have terminated this relationship.

Regards Precious ***