1 reviews | Active since Apr 2021
My mother holds a funeral policy with Hollard. Following the passing of my father on Friday, 16 May 2025, I assisted her in submitting the required claims documents on Monday, 19 May 2025. On Tuesday, 20 May, I contacted your call centre to confirm recei
My mother holds a funeral policy with Hollard. Following the passing of my father on Friday, 16 May 2025, I assisted her in submitting the required claims documents on Monday, 19 May 2025.
On Tuesday, 20 May, I contacted your call centre to confirm receipt of the documents. Initially, the consultant claimed no documents had been received. Only after I insisted did she make an effort to check, at which point she confirmed that the claim would be sent to the relevant department. This phrase has since become a repeated line during every interaction, with no clarity or urgency.
On Wednesday, 21 May, we received an SMS acknowledging receipt of the claim. However, today is 22 May, and with the funeral scheduled for Saturday, 24 May, we have had to make countless follow-ups at our own cost—emotionally, financially, and logistically—while grieving.
This experience is not aligned with the principle of Treating Customers Fairly or the service standards Hollard promises. My mother signed up for peace of mind in a time like this, but instead we’ve been met with delays, lack of empathy, and poor communication.
We intend to lodge a formal dispute and escalate this matter to the Ombudsman for Long-term Insurance, as this handling is unacceptable under the circumstances.
We are saddened to hear about the loss of your loved one. Please accept our 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.
We are busy looking into your claim and what went wrong. We will engage with you within five working days.
Kind regards,
Social Resolutions Team
We are saddened to hear about the loss of your loved one. Please accept our 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.
We are busy looking into your claim and what went wrong. We will engage with you within five working days.
Kind regards,
Social Resolutions Team
While I acknowledge your condolences, your reply fails to consider the urgency of the matter at hand. My father’s funeral is scheduled for Saturday, 24 May 2025 just one day away and yet no payout has been processed. Telling a grieving family that you will “engage within five working days” is both insensitive and unacceptable in the context of a funeral policy, where time is of the essence.
We followed due process by submitting all required documentation on Monday, 19 May 2025. It is now 23 May, and despite numerous follow-ups, we are no closer to a resolution.
The delays and lack of accountability go against the Treating Customers Fairly (TCF) principles and the very nature of what a funeral policy is intended for. My mother purchased this policy with the understanding that it would provide financial support at a time like this, not leave us scrambling and emotionally burdened while trying to give our father a dignified send-off.
I strongly urge immediate intervention and request that this claim be escalated for urgent processing today. If we do not receive tangible feedback and action by 10h00 am, I will proceed to escalate the matter to the Ombudsman for Long-term Insurance.
While I acknowledge your condolences, your reply fails to consider the urgency of the matter at hand. My father’s funeral is scheduled for Saturday, 24 May 2025 just one day away and yet no payout has been processed. Telling a grieving family that you will “engage within five working days” is both insensitive and unacceptable in the context of a funeral policy, where time is of the essence.
We followed due process by submitting all required documentation on Monday, 19 May 2025. It is now 23 May, and despite numerous follow-ups, we are no closer to a resolution.
The delays and lack of accountability go against the Treating Customers Fairly (TCF) principles and the very nature of what a funeral policy is intended for. My mother purchased this policy with the understanding that it would provide financial support at a time like this, not leave us scrambling and emotionally burdened while trying to give our father a dignified send-off.
I strongly urge immediate intervention and request that this claim be escalated for urgent processing today. If we do not receive tangible feedback and action by 10h00 am, I will proceed to escalate the matter to the Ombudsman for Long-term Insurance.
Thank you for being patient and giving us the opportunity to resolve your complaint. Your matter has been resolved.
Please do not hesitate to contact us, for any future concerns or compliments.
Kind regards,
Social Resolutions Team
Thank you for being patient and giving us the opportunity to resolve your complaint. Your matter has been resolved.
Please do not hesitate to contact us, for any future concerns or compliments.
Kind regards,
Social Resolutions Team