Poor Service

Good day.

I have a Funeral cover with Hollard and on 2nd August 2022 I contact them to inform them that sister has passed on, which they told me what documents to submit. But they never mentioned the Bi 1663 was also important. I ask the consultant to send me the Claim form which she did not. I had to call on 3rd to ask for the form, the email I received listed the documents which I am suppose to submit for the claim. The email stated the Bi 1663 or DHA 1663. I submitted the DHA 1663.

When I later, same day, called I was now informed that the Bi 1663 must also be submitted, which I subsequently submitted.

Today, 4th August, I made a follow up since they have bothered to inform me of the progress. I spoke to Ramalesela who told me that there is a technical error, they are waiting for technical department to fix the error and they don't know when they are going to process this claim. When I ask to speak to a Manager, I was given the normal phrase: " The manager is in a meeting". And she kept me holding for 15min more after being on the phone for 12min.

The Undertaker has given us a burial date (6 August 2022). I am stuck because Hollard has technical error that they don't know when it's going to be resolved.

I really need urgent assistance. Tomorrow it's 5th August and I have things to buy.