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nM
nomithi M

1 reviews | Active since Jan 2019

08 Nov 2024, 08:54

Unfair treatment of customers

Even the rating placed was to be able to write the review. If it were up to me no rating would be given. My husband has a cellphone insurance with Hollard for a cellphone bought through Ackermans. We lodged a claim and Hollard declined it and we submitted a complaint for the decline. We have made various follow ups for this and two months down the line, no response. What's surprising is that on the last follow up for a response, the email comes back as blocked. What is the point of having a complaints procedure where no regard is given to the complaint and I wonder what reporting is made by Hollard to the FCSA when it comes to how they handle complaints.

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Replies (5)
Hollard Life
Hollard Life's reply08 Nov 2024, 10:22
Official
Hello Nomithi M

We are sorry that you had a poor experience with Hollard, which led to you reaching out to Hellopeter with a complaint.
We are busy looking into your complaint and will be providing you with feedback within five working days.

Kind Regards,
Social Resolutions Team
Hollard Life
Hollard Life's reply14 Nov 2024, 13:06
Official
Hello Nomithi M

Thank you for being patient and giving us the opportunity to resolve your complaint. Your matter has been resolved.

Please do not hesitate to contact us, for any future concerns or compliments.

Kind regards,
Social Resolutions Team
nM
nomithi M's update14 Nov 2024, 13:21
Reviewer Update
Good day

Your response is noted. However, neither myself or my partner have received an email from Hollard regarding the resolution of this matter. I am unsure how it can be communicated to you as resolved when we don't even have a single acknowledgement or progress report since from Hollards complaints department.
Hollard Life
Hollard Life's reply14 Nov 2024, 16:12
Official
Hello Nomithi M

Thank you for being patient and giving us the opportunity to resolve your complaint. Please note that the feedback communication was provided to your email address. Your matter has been resolved.

Please do not hesitate to contact us, for any future concerns or compliments.

Kind regards,
Social Resolutions Team
nM
nomithi M's update14 Nov 2024, 16:42
Reviewer Update
It is clear that this matter is just being looked at at face value and there is no regard for treating customers fairly. Not even one person is bothering to call the policy owner to understand the crux of the matter. All we get is your matter is resolved being dumped with just the insurers version of things. I guess that's what the complaints handling procedure at Hollard is all about. No root cause analysis to understand why we even ended up reaching out to Hellopeter in the first place.