Pep/Hollard IUA is horrible

I am extremely disappointed with my experience with PEP/Hollard/IUA Insurance. I submitted my claim together with Doves two weeks ago. Doves processed and paid their portion by Wednesday the same week, while IUA has still not paid me.

What has made this experience even worse is the constant excuses and conflicting information I have received. I was told that IUA needed to contact the informant, and when I followed up, I was told they had not yet contacted them. However, I later found out that the informant had in fact already been contacted. This has left me feeling frustrated and misled.

The delay has had a very real impact on me. I actually missed my uncle’s funeral because I was waiting for this claim to be paid, and I have had to borrow money to cover expenses in the meantime.

I understand that insurance claims need to be verified and processed properly, but two weeks of waiting, repeated excuses and conflicting information is unacceptable, especially when another insurer involved in the same claim managed to pay within days.

This has been an extremely stressful and disappointing experience, and it has seriously affected my confidence in IUA/Hollard’s service. I hope they take this complaint seriously and improve the way they handle and communicate with customers who are already going through difficult circumstances.