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MM
Miranda M

1 reviews | Active since Feb 2010

21 Jul 2021, 12:27

Unhappy client - unpaid funeral policy

I had 2 Edgars Funeral policies from 2009, underwritten by Hollard. When I submitted my claims for a death in November 2020, I was told they had been cancelled in August 2020. Nobody informed me of this at the time. Why would I submit a claim otherwise? I have been sent from pillar to post and have gone through their complaints system. I paid these for 12 years only to have them cancelled in my year of need? !!

0
Replies (23)
Hollard Life
Hollard Life's reply21 Jul 2021, 13:53
Official
Hello Miranda

We are sorry that you had a poor experience with Hollard, which led to you reaching out to Hellopeter with a complaint. 

Our administrator customer resolutions team is busy looking into your complaint and will be providing you with feedback within five working days. 

Kind Regards, 
Escalated Complaints
MM
Miranda M's update29 Jul 2021, 13:47
Reviewer Update
I guess I can't count. Still waiting for a response. 5 days has come and gone. Not looking good.
Hollard Life
Hollard Life's reply29 Jul 2021, 13:57
Official
Hello Miranda

We are sorry for the delay in responding to your matter and assure you that we are looking into your complaint. 

Your complaint has been sent to senior management for review and will be in contact with you during the course of next week with an outcome. 

Kind Regards,
Natasha Vos
MM
Miranda M's update06 Aug 2021, 16:59
Reviewer Update
Hi Natasha,

Can I please have feedback on this matter? I wrote my complaint here on the 21st of July. Add that waiting to all the months I have been following this claim up. The said person being claimed for passed on in November 2020. Thank you.
MM
Miranda M's update18 Aug 2021, 00:14
Reviewer Update
Almost a month and no reply. Not even sure what level of customer service this is. Inexcusable.
Hollard Life
Hollard Life's reply18 Aug 2021, 08:11
Official
Hello Miranda

We are sorry for the time it has taken to resolve your matter and the delay in responding to you. We assure you that we are looking into your matter. 

We have escalated your matter for urgent attention. 

Kind Regards
Natasha Vos
Hollard Life
Hollard Life's reply20 Aug 2021, 11:27
Official
Hello Miranda

Thank you for your patience while we looked into your complaint. Our management team has made the decision to pay your claim. Your claim has been sent for payment. 

Kind Regards
Natasha Vos
Hollard Life
Hollard Life's reply20 Aug 2021, 11:28
Official
Hello Miranda

Thank you for your patience while we looked into your complaint. Our management team has made the decision to pay your claim. Your claim has been sent for payment. 

Kind Regards
Natasha Vos 
MM
Miranda M's update20 Aug 2021, 20:11
Reviewer Update
Thank you, Natasha, for the feedback. I am grateful and happy with the outcome.
Hollard Life
Hollard Life's reply23 Aug 2021, 08:30
Official
Hello Miranda

Thank you for letting us know.  

Contact us with any future concerns or compliments. 

Kind Regards
Natasha Vos
MM
Miranda M's update23 Aug 2021, 17:42
Reviewer Update
Hi Natasha, can I please have the payout confirmed in an email? I don't know what has been paid and from which policy.

Thank you.
Miranda
Hollard Life
Hollard Life's reply24 Aug 2021, 09:57
Official
Hello Miranda

I have requested for the information and will send as soon as I have received it. 

Kind Regards
Natasha Vos
Hollard Life
Hollard Life's reply30 Aug 2021, 10:32
Official
Hello Miranda

We are sorry for the delay in responding to your matter and confirm that an email has been sent to the email address on record which provides you with confirmation of payments made and from which policies they were paid. 

Please contact us for any future concerns or compliments. 

Kind Regards
Natasha Vos
MM
Miranda M's update07 Sept 2021, 20:53
Reviewer Update
Still waiting for a letter detailing the split from both policies.

Thanks


MM
Miranda M's update17 Sept 2021, 14:30
Reviewer Update
Case not finalised. Still waiting for a response.
MM
Miranda M's update16 Oct 2021, 09:16
Reviewer Update
As relentless as you were with deducting my premiums, so am I in looking for closure on this unpaid policy. Only one was paid and I would still like to know why. Please can you respond?
MM
Miranda M's update16 Oct 2021, 09:22
Reviewer Update
This is now going on since November 2020. This Hello Peter enquiry runs from July 2021. You can do better. My journey with you over the years stretches longer. Let this not be the turning point.
Hollard Life
Hollard Life's reply18 Oct 2021, 08:43
Official
Hello Miranda

We are sorry for the delay in responding and have escalated your matter to senior management. We will provide feedback as soon as possible. 

Kind Regards
Natasha Vos
MM
Miranda M's update22 Oct 2021, 10:33
Reviewer Update
I paid for 2 policies. Please confirm what happened to the other one. Both Edgars. I mentioned this from the beginning. I just want confirmation on the2nd policy. As soon as you respond to that, I will stop bothering you
Hollard Life
Hollard Life's reply22 Oct 2021, 10:54
Official
Hello Miranda

Do you have the policy number for the second policy? 

Kind Regards
Natasha Vos
MM
Miranda M's update22 Oct 2021, 11:44
Reviewer Update
One was EFPP***P and the other one was EF***P. I think you have paid out xx1837P. ***8439 dates back to 2009.
Hollard Life
Hollard Life's reply22 Oct 2021, 12:22
Official
Hello Miranda

Thank you, we will look into it. 

Kind Regards
Natasha Vos
MM
Miranda M's update28 Oct 2021, 10:33
Reviewer Update
Hiw come I have 2 letters for the polices and 2 different policy schedules.

How come they have different premiums? How come both deducted premiums?

How come this was not explained in both policy lettees? Please explain this to me. I am intrigued to only find this out after so many years, when payment is due.

Or better still, maybe the Ombudsman would be my next resort?