Terrible life claims service.

On Wednesday morning I submitted a form for a death claim and a funeral benefit. The following day I called to confirm that the documents had been received. However, I am told that the entire division is closed for the day. How do you close a life claims department for a full day?

On Friday I call again and I start at number 13 in the queue. It will take 127 minutes to answer (far too long, but what can I do?). At 30 minutes I have 20 minutes to wait and after ONE HOUR, I am number 7 and have 19 minutes to wait! Then at 61 minutes I get cut off!!

Today (Monday) I got through and after 20 minutes I was next in the queue that still took 10 minutes to answer. I find out that the funeral claim can take up two days, which is what we tell the clients BUT the claim was only registered TODAY! That is a full THREE DAYS since it was sent to you. I assume the documents will be assessed and this could result in another delay of another day or two. In the meantime, the family are needing to pay for the funeral! What do I tell them? Delay the funeral because Hollard don’t care about their dead clients?

How do you call this service? Your life claims department should be the most efficient department in the company (not the sales department). I assume that the life claims (or all of your admin divisions) are understaffed and undertrained and probably underpaid. How about lowering your CEO’s salary to pay for some additional staff at the bottom end of the ladder. They probably work harder and are worth more to your company.

This terrible service has been going on for many, many years and for this reason I do not support you with any new business! You have no regard for Treating Customers Fairly.