Policy Mismanagement, Incorrect Advice, and Policy Lapse

Policy number: ***

***4

Dear Hollard Complaints Team,

I am writing to formally lodge a complaint regarding the ongoing mismanagement of my late mother’s insurance policies, which I have been paying consistently since 2020, and the serious administrative failures and contradictory information provided by Hollard over several years.

Following my mother’s passing, I took over responsibility for paying two policies she had in place, covering a family member and my brother. In 2020, I contacted Hollard to formalise this arrangement. During this call, I was advised by an agent that these policies were old products and could not be transferred into my name, nor could the payment details be changed. I was instructed that the only way to keep the policies active was for me to continue paying them as they were through direct deposit. I re**** on this advice and have paid both policies religiously from 2020 to date.

In September 2025, I contacted Hollard again due to a payment-related query. During this call, I was informed that one policy was in credit (***) while the other was in arrears (***4). An instruction was then given, and confirmed by the agent, that an amount of R810 would be deducted from the policy in credit (***) and transferred to settle the arrears on the other policy (***4). The policy *** would remain in credit of R1000 & some change & that I would not need to make payment as the insurer would automatically deduct from the credit for 8 months, meaning I would resume payments on in June 2026. I was assured that this would be processed accordingly. From then R320 was being paid to policy ***4 as this policy did not have any credit on it.

On the 2nd of February 2026, I was then informed via sms that one of the policies had allegedly not been paid for the past five months. This was both alarming and confusing, as payments had continued to be made. Upon calling Hollard and being on the call for 56 minutes, I was advised by Kgomotso that I should send all my proof of payments (Sep 25 - Feb 26) these were sent to the supervisor Victor via email. She further advised that she could see what had happened and would rectify it and that I would receive a follow-up call to provide clarity and confirmation on the same day. This follow-up call never occurred.

On 5 February 2026, I sent a follow-up email to a team manager/supervisor Victor asking for feedback on the matter. To date, I have received no response.

Today,9th of February I contacted Hollard again to follow up, only to be informed that one of the policies has since lapsed and that a transfer had been made. This is deeply concerning and unacceptable, particularly given the consistent payments made by me over the past six years and the repeated assurances provided by Hollard agents.

In addition to the administrative failures outlined above, I need to place on record the significant psychological and emotional distress this situation has caused me. Prior to my mother’s passing, she explicitly spoke to me and instructed me to ensure that these policies never lapsed, as she had faithfully paid them throughout her life. Honouring this request was deeply important to her and remains deeply important to me. My continued payment of these policies since 2020 was not merely a financial obligation, but a personal commitment to fulfilling a promise made to my mother during her final days.

To be informed that a policy has lapsed despite my consistent efforts, repeated calls, and reliance on advice provided by Hollard has been devastating. This matter has caused me severe distress and anxiety, to the extent that I became emotionally overwhelmed crying during my most recent call with your agent. I am genuinely not okay, and I find it extremely upsetting that my attempts to honour my late mother’s wishes are being undermined by administrative failures beyond my control.