Refusal to payout claim

Good day

Policy No: ********** 1 – Policy Holder: W H Zantsi – ID No: 550 ********** 085

I took a Funeral policy for my brother, Wonga Zantsi. I received an sms on the 11th September 2018 telling me that the policy has lapsed and the same sms reads , “ Let’s try to work out something to keep your policy...”

I dialled the number given in the sms and I was given the amount to pay to reinstate the policy. I paid the policy via EFT.

Every time I paid the policy, I received an sms confirming the amount paid.

Today, on the 4/03/2019, I called Hollard to claim and spoke to Puleng who said she is a Team Leader. Puleng told me the policy has lapsed and she can see that I have been paying the policy in cash. She said that she can see the money I have been paying and is hanging ( whatever that means).

I asked her why Hollard accepted the money I have been paying over the months and sent me sms’es after each and every payment without fail, but the policy had lapsed?

She said, Hollard has a problem of identifying people who are paying in cash and she admitted that Hollard hasn’t got that right.

I have been paying Hollard for my brother’s funeral policy, and Hollard has been accepting my money without fail. If Hollard notified me that I don’t have a policy with them, I would have taken my money and went elsewhere.

I want Hollard to pay out my claim to bury my brother as soon as possible.

Kind Regards Ms Zantsi