Non-Payment of Funeral Claim

Non-Payment of Funeral Claim

Good day Hollard Team,

I am lodging a formal complaint and request for urgent intervention regarding my funeral policy claim.

*Timeline of Events:* On the 20/07/2026 I submitted the claim. I was advised it would take 2–3 working days to process and pay out.After 4 days I received an SMS stating "discrepancies" were identified during an audit and it could take 14 days to resolve. No details of the discrepancies were provided. Since then I have spent hours calling Hollard. I am either kept on hold or my call is dropped after giving my details. I have received zero progress updates. Last week - after the 14 days I was told they were "still investigating further" and to wait another 5 working days. Today I still have received no payment, no explanation, and no resolution date.

I took out this funeral cover in 2019 specifically to provide financial support and reduce the burden during the most painful time. Instead, I have had to find other ways to bury my son while paying premiums for 6 years.

This delay, lack of communication, and poor treatment by the claims department and call centre has caused me severe emotional and financial distress on top of my grieving.

I hereby demand: 1. An immediate investigation into this matter. 2. A written explanation for the "discrepancies" and the reason for the delay 3. Full payment of the claim 4. A formal apology for the service failure. Please acknowledge receipt of this complaint and provide me with a reference number.

Yours in frustration, Zipho