Hollard
Reviews and Complaints

I had a fire incident at my house on 1 Nov 2023. The body corporate of the townhouse in which I live in insured my house with Hollard insurance. Also I want to make a note that there is dual insurance. My claim was approved and only after 2 months has the repair process started. According to the policy document I was supposed to be covered for accommodation to live elsewhere while the repair process was in progress. It's been nearly 5 months since the incident and I have had to pay for accommodation out of my own pocket. I have received contribution from the other insurance company for two weeks emergency accommodation but nothing from Hollard as Hollard insisted on taking charge of the repairs. Please assist in this matter. This also would mean that Hollard insurance is in breach of contract.

Hi I am logging this complaint due to poor service received from IUA and Hollard, They dont respond to emails in a timeous manner but only if a complaint has been logged, we buried a loved one a week ago and still having issues with this organisation to pay out the claim, I have sent plenty of emails as as requested assistance in terms of this policy which is still being deducted from. I have decided I will log a complaint with the OMBUD as well as raise awareness on social platforms to warn consumers against IUA,Hollard and PEP. I do believe that paying out claims is not their strong suite and would like to expose them for this. These companies are unethical and do not know the meaning of customer service. They do not contact us with feedback and just ignore emails we only receive automated responses. I would like to reiterate that I am doing everything I can to get this resolved and will go to the highest level possible to expose these entities.

Kindly Assist, I have a phone contract with Hollard Insurance company. By mistake I lost the phone unnoticed and I reported the case with the expectation of claim the phone replacement as contract permit.

As I was paying for the phone only, they are insisting that I should give the Phone ICT number of which I can not remember so they say the can not assist me to get other phone.

Please be alert that I was only paying for the phone not sim card. They even email me a letter with reason why they deprive me from claiming other phone.

Your assist will be highly appreciated

Good afternoon

My name is Petunia Pinky Monnathoko my policy number is [protected].

On the 18th of January I went to Pep store to to make a payment of R85 on my policy and I was using bank card. The cashier who was helping me made a mistake instead of taking R85 she took R850.I went back to the cashier and the agent at the shop by the name of Nathan, together they tried to call the hollard office. At the head office they could not the see the amount because it just happened 30 minutes ago. I kept on going up and down at the Pep store and also calling the call center number but could not get help. I have decided to cancel the policy and get my money back. I have the feeling that I am also going to struggle like this to get money when one the people insured passed on. I have no longer trust in you. I would like to cancel my policy with immediate effect.

Kind regards

Petunia Pinky Monnathoko

Contacts [protected]

I took out an investment plan with Regent life they then merged with Hollard, I want to make a withdrawal from my account it's been a week now when I call Hollard they keep on transferring me to Regent which my call is never answered until I ran out of airtime, I'm surprised how come I am being transferred to regent wheres they have sent emails that they have changed to Hollard. I have ran out of patience I feel like this whole thing of merging is just to scam people. I have am emergency situation I have to use the money for.

We are insured by Hollard Insurance Company through MLS Brokers.
We lodged a claim for the replacement of 2 geysers which was rejected due to the COC not given by PIRB (Plumbing Installation Regulatory Board) which is a voluntary plumbing associations going by this fancy name which gives the impression that they are the regulatory Board, which is not the case. The COC which we supplied (from COJ) was given by a qualified and registered plumber and complies with all the rules and regulations of SANS 10254. On our contract, it does not mention that we have to use a plumber that is registered with this voluntary plumbing association.
1. This decision is illegal in that it takes away our freedom of choice.
2. The insurance company does not guarantee the work nor the parts used, so should not prescribe who and who not we can use to effect the necessary repairs.
3. After installation, PIRB (voluntary plumbing association which charges a fee to the plumbers who join) come and inspect the work done by the plumber authorized and who belongs to the PIRB and they always issue a quotation for extra work which has nothing to do with the replacement of the geyser. This upset the owners in the complex to no end.
4. The COC issued by the plumbers who do not want to belong to this association and are fully qualified and registered and utilize this legal COC from the City Of Johannesburg (COJ) is refused by the Insurance Company.
5. This in effect boils down to a monopolistic practice which should be stopped in its tracks.

Keith Palmer
Chairperson of the Body Corporate of Hombre Complex

I took the policy in February 2021, and i am already getting an sms on premium increase. The documented increase is next year February. Iam not even fully covered yet but my premium is increasing. UNACCEPTABLE, i would rather cancel the policy.

we have tried on a few occasions to get information as to when my father's funeral plan would pay out, as he passed away and we need to pay the funeral home.
they keep delaying and don't get back to us.
It is hard enough dealing with this loss without having to struggle with this as well.
at this stage I would not recommend this policy to any of my family or friends. veery disappointed.

My complaint is that I have emailed, called numerous people and email address and get absolutely not response.

I have a policy with them that pays out an amount for each day that he is in hospital. This policy is active and we need to put in a claim. Please resolve this asap.

I require somebody from Hollard hospital plan please get in touch with a Mr AG Hockly ASAP. Cell Number [protected]

I received an sms informing me that my policy is going to increase from R578.13 to R634.42, it is an increase of a whooping R56.29!

My problem is that 2 of my dependents are not covered as they are over 21 but the monthly deduction keeps on increasing on an annual basis. I then called Hollard because I am not happy at all and I want somebody that can help because the person that I spoke to was highly unprofessional. I phoned around 13:20 and she told me that there is no Team leader nor manager at all! this is ridiculous, Corona virus or not there must be a leader that is responsible for these uninformed call center agents. This is absolutely ridiculous...

My expectation is that you Cap my policy or rather move to a new policy without any waiting period as the risk is already with their insurance.

To Whom It May Concern

I have a cellphone insurance policy with Hollard and it has just come to my attention that the R170 has been debited from my account which is my usual amount that I pay monthly however another R350 has been deducted from my account without my permission nor knowledge.

Please ensure that this debit order is reversed as well as bank charges for this debit order is covered.

I find this extremely strange and unacceptable that a mistake like this can be made.

If this problem is not sorted out by tomorrow morning, I am taking further action.

In December 2017 I boarded the MSC cruise to Mauritius and back to Durban in January 2018. I was collected by my friend and on arriving home and unpacking my large suitcase found the base had been so badly damaged it was not repairable I was told by a repair company. I made a claim and had to complete the same form many times and eventually after some months they refused my claim on the basis that I had not reported the damage to the MSC Desk on disembarkation in Durban. There is no such desk I am told by MSC! I took pictures and sent them to Hollard but as they were quite dark as the case is black mostly except for red trimming the pictures were not good. they refused to consider the pictures. I then went to the Police Station in Scottburgh with my case and swore an Affidavit which I submitted to Hollard but they refused to accept it. I then asked for an Assessor to come and see the case but they refused. they refused the claim. In the papers I had to state cost, etc etc. of the case which I got from various firms dealing in cases but Hollard I saw on their refusal had valued it only at R1000 and were going to consider the sum of R500 in compensation, which of course I did not get.
I have not considered cruising again with MSC because of this insurance refusal by Hollard.

Can you help me please, I would so appreciate it.

Many thanks
Margaret Howden (Mrs) [protected] P O Box 173, Scottburgh 4180
I

Its been years since I had joined hollard for a funeral cover for my family.
It was end of November 2017 I lost my husband. I called hollard to advise them and to find out what the procedure is so that I can start making arrangements for the funeral. early December, I submitted all the documents as per their request hoping that I will receive funds as soon as possible. After my submission I couldn't follow up on it because I had to focus on the funeral and in that process no-one from hollard contacted me. Jan 2018, I called to find out why it wasn't paid and the agent told me that they were still busy with investigations they will call later to update me ...no call received. Feb 18, sent emails to their complaints department and again called to find out what's happening, there was no clear answer, I was told that they have escalated the matter and someone will call me in two weeks time...a month later no-one called nor responded to my emails. March 18, I called and requested to speak to a supervisor / manager because the very same agent I spoke to last time still didn't have answers and this time she told me that all managers are out on a meeting..once they are back someone will call me. A day later still no-one has called. Mr. Saks Ntombela I would appreciate if YOU can attend to my matter and give me answers because clearly your staff are incompetent. My premium has been adjusted since December and I'm still paying but my claim still hasn't been sorted so what am I paying for?

I await for your response HOLLARD.

On the 4/11/17 I submitted a claim for refund on premiums paid for 5 years on a deceased member. On the 8/11/17 I called to check the progress of my claim and was told that the consultant with whom I was dealing with was on study leave and nobody else could access my data. on 10/11/17, I got a call from the consultant who then stated that the claim would be paid out by 13/11/17. On the 13/11/17 the same consultant called to say that they had a system error and that the claim had to submitted manually. Hollard being one of the leading insurance companies could not process a claim because of a computer issue?. None the less I attempted to call Hollard to get assistance on this matter and after speaking to 10 call centre agents who would not allow me to speak to a manager of the excuses I received was that the manager was in a meeting or just stepped out. then my call was placed on hold endlessly. Eventually I got to speak to a supervisor who had promised that I would have feedback by the latest 1200 on 14/11/17, and I have had no response as yet. I have complained on the website and have yet to get feedback from Hollard.

I had for the first time in probably 20 years a bumper bashing on one of my vehicles. Hollard referred met to Automagic. I got other quotes which was about half of Automagic but Hollard insisted I use them. They cannot give an estimation of when the vehicle will be complete until I booked the car in. Now even worse after almost 2 weeks they still cannot give me a date. waiting for spares. So I took the quote phoned a dealer in JHB, they have stock at 1/3 of the price. Ok lest try original parts and phone Toyota. Yes they have 1 to 2 days max. Automagic claim they don’t have a store big enough to pre order and store spares, but they can store a car. In this case Hollard must scrap them they simply cannot plan anything. Raul Lima don’t reply to mails. All the other panel beaters I went to said lets order the parts then you bring the car in and maximum 2 days

I want to Log a Complaint against Lee-Ann Ogwan from the Claims Department.She is Miss using her Authority to not look after Hollard Clients.

I've been a Client since 2011 and had Major Heart surgery Last year and struggling to get my Income Protection to be paid out because of Lee's Personal Vindeta against me..

I will not let this I, I have over 200 000 outstanding..

Who can help me or send me in the right Direction I am very Discussed with How im treated!

After having this Funeral policy with Hollard for more then 10 years I was disgusted to find out that my policy lapsed. On 1 August I phoned Hollard customer services to find out if my debit order was received by them as I received a return sms from the bank. The consultant then informed me that my policy is up to date and I should contact the bank to find out if there was any problems with my debit order and advice me that if the bank should say the debit order was returned I should make a direct deposit into Hollards bank account and gave me the details to do so. I asked him if he is sure the payment reflects as I do not want the policy to laps. He then reassured me that all is ok. I then contacted the bank and received a bank statement which showed that the debit order was returned to the bank I then made a direct deposit to Hollard on the 4 August. On checking my bank statement on 1 September I saw that Hollard did not deduct the monthly premium. I then phoned in and the consultant advice me that the policy lapsed because of non payment and the payment I made on 4 August was already to late. I then explained my conversation I had with the consultant on 1 August. She then informed me that there was no call logged for my profile for this date. Unfortunately for me I lost the page with the consultants name and when I gave her the reference number he gave me she told me that was my policy number and the consultant probably gave me the wrong reference no. She then advice me to pay the outstanding instalment, but that the policy will be re-instated with a waiting period of 3 months. I was so frustrated at her response and would like to know why I should be penalised for an incompetent consultant who clearly feels nothing for their clients well being. I gave her the date and time to trace my call but she just brushed it off saying she cant do anything with out the reference number. My frustration is that dealing with a funeral or life policy is a personal matter. How could this consultant treat it as just another transaction. The dilemma I find myself in is that should something happen in this 3 months, God forbid, I will be the one to loose out after being a loyal customer for more then 10 years. How can they let a policy that is so old laps without even informing the client. I use to advise people to joint Hilliard, but will never ever advice any one to join a company that feels nothing for their clients and are only there to collect their money. I regret that I ever took out this policy and are only staying with the company just because of the amount of money that I have put in this policy this far. I am very frustrated and upset.

For almost 10 years, we have been paying monthly towards Hilliard's Parent Funeral Insurance Policy.
My mother died on 30/07/2017. We phoned Hollard on 01/08/2017 registering the claim.
We received a mail from Hollard confirming that the claim is in process, requesting relevant documents for the claim and that we can expect response within 2 business days.
We mailed all the requested documents to Hollard on 01/08/2017 .
With every phone call it was confirmed that all the relevant documents were received by Hollard.

However, after 10 days, several phone calls and emails requesting feedback, our claim has not been paid out nor have we received any feedback.

A complaint was lodge on Hollard's web page and we received a mail from their complaints administrator informing us that our complaint has been assigned to a dedicated member of their team who will contact us within 1 working day. Still waiting.

I refer to a statement on Hollard's web page:
Hollard's funeral cover pays out within 48 hours, as long as you have sent us all the required documents and your claim is valid.

I would NEVER recommend anybody taking out any form of policy with Hollard's.

Salutations

It's been almost 2 months now and I'm yet to receive feedback with regards to my complaint. I think I have been very fair with the time frame given to you by me to resolve this matter. In 2014 when I took the funeral policy, I was advised that the interest will accumulate at a rate of 6% p.a to no avail. I called in to take the "cover up to 21 family members"policy, thinking I will add family members onto the existing policy I have. The consultant advised that I could not add people to the existing policy as I am not the membe? The consultant then advised when questioned about the existing policy, that I will be contacted by a consultant from customer service. The customer service consultant argued with me about what was said and we came to a conclusion that the recordings will be listened to and if I was advised of such that I will need to pay back 3 years of back dated premiums. I advised the customer service consultant why must I take the fall for such when it is not my error. I have now complained to the complaintsboard and will share this on social media, hellopeter and the like.

I request that the service I am paying for be honored by the 6% on the principle amount cover with immediate effect. Treat this as a matter of Urgency !

POLICY 6135566 ---
I contacted you office 2 weeks ago as does not inform there
people of cash back due on policies.

I was requested to send in a certified identity document and bank statement
which I did.

I am know on the line and have been advised I have to send a signed
letter of confirmation

This was not told me when I sent the documents in.

DISGUSTED WITH HOLLARD.
QUICK TO TAKE MONEY BUT DO NOT PAYOUT
THIS IS THE 3RD POLICY I AM HAVING PROBLEMS WITH. WILL NOT
RECOMMEND HOLLARD TO ANYBODY...