Urgent Complaint-Unacceptable Delay in Funeral Claim Payout

Dear Hollard Claims Complaints Department,

I am writing to lodge a formal and urgent complaint regarding the handling and delay of my mother’s funeral claim.

I submitted the claim last week Wednesday and was advised that the claim would take approximately 2–3 working days to process and pay out. Today, I personally contacted Hollard after receiving no communication regarding the progress of my claim. I spent an entire hour on the telephone waiting to speak to a consultant.

When I eventually spoke to a consultant, I was specifically advised that my claim would be paid today. The reference number for this call is ***.

Shortly afterwards, I received an SMS stating that there are now “discrepancies” identified during an audit and that the matter could take approximately 14 days to resolve.

I am extremely distressed and disappointed by this development.

My mother passed away last week and her funeral is taking place this Saturday. I simply cannot understand how I am now expected to wait another 14 days for a funeral benefit that I urgently need during this extremely difficult time.

The claim has already been delayed beyond the initial 2–3 working day timeframe that I was given. In the meantime, I have had to personally cover numerous funeral-related expenses, including refreshments for people coming to the village, church and mortuary-related expenses, and the repatriation of my mother’s body to the Eastern Cape. These costs are coming directly out of my own pocket.

I have been paying my funeral policy consistently since 2012 without fail. The whole purpose of having funeral cover is to provide financial support and reduce the burden on a family during one of the most painful and stressful moments of their lives.

Instead, I have been left having to chase Hollard for information, spend an hour on the phone trying to get answers, and then receive an unexpected SMS stating that my claim may take another 14 days. Nobody contacted me beforehand to explain what the alleged discrepancies are, nor was I given an opportunity to address them.

I understand that Hollard may need to conduct verification and comply with its internal processes. However, the timing and manner in which this has been handled are deeply concerning. I was told today that payment would be made today, only to receive a completely different message shortly afterwards.

I therefore urgently request:

A full explanation of the discrepancies identified in my claim. An explanation as to why I was previously advised that payment would be made today. An explanation for the sudden change from the stated 2–3 working day turnaround to 14 days. An urgent review and escalation of my claim given that my mother’s funeral is this Saturday. Confirmation of whether there is anything outstanding from my side that can be provided immediately to prevent any further delay. A clear and urgent indication of when the funeral benefit will actually be paid.

This is not simply a routine insurance claim. This is money that my family urgently needs to lay my mother to rest with dignity.

I have fulfilled my responsibility as a policyholder by paying my premiums faithfully for many years. I expected Hollard to fulfil its responsibility when my family needed the benefit most.

Losing a mother is already an unbearable experience. Having to worry about whether the funeral benefit I have been paying for since 2012 will arrive in time has added unnecessary financial and emotional stress to an already devastating situation.

I respectfully ask that this complaint be treated as URGENT and escalated to a senior claims manager or complaints manager immediately.

I need a substantive response as soon as possible, preferably before my mother’s funeral this Saturday, rather than simply being told to wait another 14 days.

I look forward to your urgent response and resolution.

Kind regards,