Lack of communication from the insurer during bereavement

This review is on behalf of my wife (Sibongile Gosana) as we went through this ********** claims process together following the passing her mother. We logged a claim with Hollard on the 05/10/2021 and the insurer requested certified claim supporting documents which they were provided with the very next day on the 06/10/2021. Now this is where it gets interesting, after Hollard Life Assurance Company Limited received the requested certified claims documents, they went on to provide us with their own claims application & discharge form - which was also completed and sent back to the insurer. The insurer did not call us and inform us that certain parts of their claims application form were not completed until we followed up with them on the payment to be made. We constantly had to follow up with the insurer if all the necessary information was received as they never called us to provide an update on the claim or outstanding information. This claims process is so unbearable, especially when having to run around making arrangements for the funeral and having to be subjected to extended holding times. To date we are yet to receive the pay-out of the policy as we have to settle the undertakes invoice and others.! After we submitted all the requested certified documents on the 08/10/2021 - we were advised that the monies will reflect in the beneficiaries bank account withing 12 to 24 hours - which is still to happen. Grieving for the loss of a loved one and dealing with an insurer like Hollard Life Assurance Company during this difficult time of bereavement is truly emotionally draining.

Policy number: ***3 Claim number: WF588 080 202