Hollard
Reviews and Complaints

Very disappointing service. I had an accident and Hollard was supposed to manage the claim. I waited 4 weeks for my car which was supposed to take 10 working days. During this time Hollard never contacted me. I had to deal the panel beaters. This was very traumatic for me. My car had to go back because of and EPC error i got on my car. and the agreement with Thabo was that they will sent out an assesor to determine the error and then sent my car to VW for a diagnostic test. Again i had to deal with the panel beaters and Thabo never followed up. I ended up in a conference call with the panelbeater where i was screamed on and Thabo just did not even intervene . this again was very traumatic as Thabo allowed this person to scream on me. Then Thabo told me I have to pay for the repairs as this was not accident related, He took the panel beater word for it. When i asked him whether the assessor went out, i was informed NO. So how can Thabo take this person word for it when he is not qualified to make such a decision. I am very upset with the way Thabo dealt with the matter. I had to phone the assessor. Again I ma the client and was not supposed to phone the assessor. This was the worst claim experience I ever had. I was without a car for four weeks and then again for 4 days and No one bothered to assist me in getting a courtesy car. I activated my hire car in April and then was told by Thabo i cannot have a hired car because this relates to the previous accident. The error also related to the accident but he did not do what he was supposed to do to ensure that an assessor goes out and my car goes for the diagnostic test. He allowed that the panelbeater screamed on me. I had to phone every day . This is unacceptable

Hello!
Thank you for contacting hollard.
We have received your email and you can expect a response from us within 2 business days. If you do not hear back from us, please contact our claims team on [protected] (Standard rates apply)
Kind regards
Life claims team
www.Hollard.co.za
Hollard life assurance company limited, reg. No. 1993/001405/06. Hollard life is an authorised financial services provider, fsp no. 17897
This mail was on the 7th of march2017
On 02/03/2017 I have received a text message on my cellphone:
Hello mrs daames, we are working on yourclaim, wf579699769 & you will hear from us wihtin 2days hollard auth fsp...
That is after I called them to follow up on the claim that I have put in on 24/02/2017 already. Everytime I need to phone to follow up on the claim... When your love one pass on... I mean my mother passed on you want your policy company to assist you sufficiently and efficiently. Hollard never allowed me to grief the death of my mother because I constantly have to fight with them over a r5000 that me mother was assured for. I have a bigger policy with them that if I need to claim for that? Will I ever get my money than? Hollard if you don't no... We take out policy to assist us in time like death and we need to arrange funerals... When we the accidents and so forth...
Please get back to me urgently...
Your all purpose insurance and financial services company | hollard
Love your life without worrying about the risk. Get affordable insurance products, sound advice and savvy investment options from hollard today.
Hollard.co. Za

I was in a accident on 31 Dec 2016. I called Hollard Insurance Emergency number and spoke to Zolo and gave her details of accident and that my vehicle is undriveable. She then called Towing Company, JR towing, that come a bit later. My vehicle was then towed to Paarl. Zolo told me that they will only move the vehicle on 3-4 Jan 2017 and that they will get in touch with me thereafter. On 9 Jan 2017 they didn't call me back and I called Hollard again and spoke the Bonthle, witch assured me that she will start the process and get a Estimate as soon as possible. However again they failed to communicate with me, I called back again and spoke to Erwin, that said the vehicle is still at JR Towing and they do not want to release it because of long period that the vehicle was standing there. Apparently Bonthle went leave and didn't finish of the claim.
That was not the end of my problems, on 18 Jan 2017 I followed up yet again and was told that the vehicle is at the Panelbeaters and it will be fixed up on
31 Jan 2017. 25 Jan 2017 I called the Panelbeaters and they confirmed that they only received the Vehicle that day. Today a month later I am still without a vehicle. NEVER INSURE WITH HOLLARD!

Good day

My name is marcel manilall, I had a vehicle insurance policy with hollard, I have received the worst service ever :

Originally I wanted a policy for my motor vehicle so I took it but I told the consultant that I want it for the new year from january so he said that it is fine and that they will allow it. I then agreed but on the 1 december 2016 my account was debited for r236, 01. I called and queried they said that it was their fault and that they would refund me after 10 working days after 10 working days I phoned back as I did not receive my money they then told me that they cannot refund me but they will listen to the previous tape as to what transpired with myself and the consultant and would call me after 5 days. I never received a call so I called numerous time but I was on hold for too long many times, finally I got through and I made sure they cancelled my insurance, the consultant said that it is cancelled. On the 28 december 2016 my account was debited for r208, 20 today the 29 dec. 16 I called hollard and they said it was cancelled but they not sure why the amount was taken if it was cancelled so the lady spoke to the team leader and they said they will refund me my money, I requested proof that my policy was cancelled and proof of the refund but I have yet to receive it. My money has been taken out twice without my authorisation and i'm not very happy with that. Give me some input how hollard is going to help me with this r444, 21 is a lot of money. Please reply via [protected]@gmail.com.

Email: [protected]@gmail.com

Cell no: [protected]

Id no: [protected]

I was insured with Hollard since 2012. I had a car accident in 2015 and the repairs to my car was sub standard. I canceled my car insurance and moved it to another insurer due to substandard repairs but kept my household insurance with Hollard. I received a letter on the 24 December 2016 outlining changes to the policy due to them pretending to give a better service to their clients . They did a side by side comparison between the old benefits and the new benefits that will take effect from 1 Feb 2017. It was to my shock and discuss to see that in an event of a burglary while I would have been on holiday they would not have paid a cent. This is ridiculous this is probably when you need insurance the most and to find out you have paid for four years for a non existent benefit that you would expect. I immediately phoned them and requested to have the policy cancelled as of immediate. I made three calls now. Every Time to have confirmation to have it canceled immediately just to then receive a confirmation email to have it canceled the 1 February 2017. I also demanded copies of the calls I have made. They clearly state on every call you make recording of the call is available on request but have I have received none although I requested a recording of every call I made.

On the 14th September 2016, I informed Hollard MotoExtender about the breakdown of my car while I was busy finalizing the other claim for the same car. On the 21st October I sent and email informing them again on the breakdown cost of the repairs . This came after I had to pay R20000 for the dealer to strip the car and source some spares as some of them were going to take long to arrive. I was actually caught between the hard rock and the hot surface. Dealer did not want to strip the car without an upfront deposit and Hollard on the other hand told me that they can not process a claim without full information of the failure. Anyway, I paid the deposit.
Follow the edited email correspondence below: After the last email, I have made several calls and being told that they are waiting for the assessor, and they will contact me. I am still waiting. For Hollard, there was no urgency in resolving my problem. I AM STILL WAITING for the decision on my claim.

From: Gumede NOMBUSO
Sent: 21 October 2016 5:07 PM
To: ADMIN @ MotoTech
Cc: '[protected]@icloud.com'
Subject: New Claim: HWML046941

To whom it may concern,

My car was towed back to the dealer as it had a mechanical breakdown. Attached is the breakdown of the costs for the repairs as the start for the claim process.

Regards,

From: ADMIN @ MotoTech [mailto:[protected]@mototech.biz]
Sent: Monday, October 24, 2016 11:15 AM
To: Gumede NOMBUSO
Cc: [protected]@icloud.com
Subject: RE: New Claim: HWML046941

Good Morning,

Kindly provide us with the following so that we may assist:

1. A failure report from the workshop (on their stationery) as to what is wrong with the parts quoted for – Q5
2. A copy of the last 3 service records on the vehicle

Yours faithfully,

Hollard MotorXtender Claims Call Centre
Administered by MotoTech

From: Gumede NOMBUSO
Sent: 31 October 2016 5:36 PM
To: ADMIN @ MotoTech
Cc: [protected]@icloud.com
Subject: RE: New Claim: HWML046941

To whom it may concern,

Attached is the information as requested

1. A failure report from the workshop (on their stationery) as to what is wrong with the parts quoted for – See the attached Q5 Report, point 2
2. A copy of the last 3 service records on the vehicle – See the attached Fwd: RE Report Gumede Q5
3. Cost breakdown of the spares for replacement

The vehicle is still with Audi Tavcor in George

Regards,

From: ADMIN @ MotoTech [mailto:[protected]@mototech.biz]
Sent: Tuesday, November 01, 2016 11:06 AM
To: Gumede NOMBUSO
Subject: RE: New Claim: HWML046941

Good Morning,

Thank you. Kindly confirm if the vehicle is stripped and ready for assessment.

Yours faithfully,

Hollard MotorXtender Claims Call Centre
Administered by MotoTech

From: Gumede NOMBUSO
Sent: Tuesday, November 01, 2016 11:31 AM
To: 'ADMIN @ MotoTech'
Subject: RE: New Claim: HWML046941

To whom it may concern,

Yes the vehicle is stripped, please contact Dealer for further information [protected],

Regards,

From: Gumede NOMBUSO
Sent: Tuesday, November 15, 2016 3:59 PM
To: 'ADMIN @ MotoTech'
Subject: RE: New Claim: HWML046941_

To whom it may concern,

I would like to express my disappointment with my claim process. To this date, I have not received any feedback if my claim was approved or not.

I have made follow-up calls since last week Wednesday, every time, I get promised feedback, which does is not forthcoming. I am really tired of promises, this is unacceptable.

Regards,

Hi there.

I've been trying to reach hollard for several days and never received a call and I just received an email after day's when I wanted to edit my policy as I noticed omits and I predict the delays will be there whenever I claim or my beneficiary claims and what if I was dead or someone died and needed cash to prepare? The other thing this policy doesn't tell or mention anything about the r75000 but r20000 for me on the documents, meaning in case I die my family will face serious problems with you as you will be doing excuses that the documents are saying r20000 for policy holder and not r75000 or dodging, as you already did not call me back. I want to cancel this policy with you tonight as you are not faithful and I want all my monies paid back not taxed nor your stories of t's and c's applied. And note that I don't need your explanations, please call me with cancellation surely you have my bank account number as you already took my money repeatedly, thank you.

Kind regards
Mohlatleo perseverance monyemangene

Bought a vehicle in December 2015 and it had a Warranty, Mechanical breakdown and Service plan covered when I bought it. After the service it was picked up that the tensioner had to be replaced. Contacted Hollard and gave them the quote from Toyota as the vehicle was still under warranty as it was 7 months old. Hollard Insurance are refusing to pay and their rejection is because the tensioner forms "wear and tear'' and its note covered by the policy. When I quoted from the book that was provided to by the Agent underwritten by Hollard, they then changed the tune and said it was misrepresentation as Hollard is not bound by any representation/undertakings made by agent

So the matter is currently with Ombudsman and waiting for the outcome . My last resort will be taking them to court.

I Jabu policy no GMPOL1229448
Put in a claim beginning of June for a lost phone and August is nearly over I have not received my phone I have paid excess fee already .on the 18th of August I was told by a call centre agent named Dean that my claim was approved, he took down my address and contact details and he advised that the phone will be delivered in 3 to 5 working days and that promise has not been kept, weekly I contact the call centre and Im kept on hold for over for over 30 minutes before I get through and I'm constantly told the same thing that I will be called with a feedback and no one does, I have done so since june I have not delayed in paying my premium since December 2015.I am highly disappointed I trusted hollard insurance I was even willling to take out home and car insurance but with this poor service I would not recommend it to anyone
.

Sir ' Madam
I phoned Hollard on the 14th July 2016 that I am taking my car for service on the following day 15th July 2016. The lady told me to take the car first then the dealer will call them and later they will see if they pay or not. I then told the lady that will be a long process. She then suggested that I pay the dealer and claim after which I did. I forwarded the invoice they told me they cannot pay it because it is an estimate. I then called Mercedes to send me the invoice and I forwarded the invoice to Hollard. I sent an email to Hollard to see if they have received the invoice they don't comeback, till today I don't know what is happening. I have been paying for my services all along since I joined them. It is for the first time that I claim.

Policy HWML046281
Name Aubrey Mavuka

Our Botswana registered car was stolen on the 16th of December outside a restaurant. I had collected my daughter and three children from the airport and had hired car seats for the duration of their holiday.

We went into the restaurant but forgot the babies dummy. My son went out to the car to get it but the car was gone. We were parked next to the car guard.

This was reported the next day to the police and forms submitted via our broker in Botswana. I have been in touch with our broker who is handling our case and they have not had any feed back. Today two months later I received an e mail from a Hollard representative requesting copies of passport showing entry into South Africa a photograph of the keys and our bank statement records. I find this extremely intrusive and have been made to feel like a fraud for claiming from insurance for the loss of the vehicle. I had to replace the hired baby seats at my own cost and borrow a friends car for the duration of my daughters holiday. I will NOT renew our insurance with Hollard when the premiums fall due for both our Lodge in Botswana and our Shopping centre. The service is diabolical and I would never recommend anyone to use this company

On the 20th of December we had a storm in Pretoria where my 48" Samsung Smart TV, 3D Blu ray player, Billion Router, DSTV and Angle care monitor board was damage. I phoned Hollard Insurance and they have logged the claim. I told them that I am leaving on holiday on the 23rd of December and will only be back on the 2nd of January 2016. My faulty equipment was then collected on the 4th of January 2016 by Kumo. On the 6 January 2016 I phoned Kumo to find out what the problems are and when will my insurance received quotes from them to fix my equipment. They told me that all my equipment is written of except for the TV, what they will fix for me. The TV was bought in October 2015 at Makro stores Wonderboom, but Makro told me that my warranty does not include lightning damage and I have to claim from my insurance. I also have 3 years warranty on the TV. So I phoned Hollard and told them if they open the TV my warranty is void, and Kumo only give me 3 months warranty on the repairs they did on the TV. To make a long story short and after fighting with them, I gave in because I need my equipment back. So on the 11 of January I send a complain to Hollard via their portal and Lynn Lawrence reply to me on the 12 stating that they are very sorry that I feel this way, and they will phone me shortly. Today is the 13th of January and still no Hollard agent phoned me and I have no Idea what is going on. When I phone them There is a waiting time of almost 10 min before they answer your call. Please can someone contact me and tell me when my claim will be sorted. 913913 claim number.

A Hollard client smashed into my car from the behind while I was standing on traffic and while she was texting on her phone. I then submitted my claim docs to Hollard insurance Liabilities as I am claiming from her 3rd party. On the forms it says that the person who was allocated my case will call me for an update, to date I have not received this call and I submitted the forms 4 weeks ago. I keep on calling to follow up and have been dealing with Tammarisk who is very rude, abrupt and uninterested, I understand that I am not their client but why do they have a department that deals with 3rd party claims if they are going to treat us like nothing. i was told that the person who was allocated my claim is on leave and this was 2 weeks ago, i understand this person is back from leave and still has not contacted me for an update.Tammarisk confirmed that an assessment was booked last week and that I would receive a call, I still have not received the call, the consultants refuse to put me through to a manager when I ask for one and the managers do not respond to my mails. Tammarisk keeps being very rude when i call her and very irritable with me, she argues with me and wont give me a chance to talk and all am saying to her is that can i get some kind of service, some communication on what is happening please and can someone return my calls as i cant keep calling for an update, i didn't ask for their client to bump and mess up my car.Can I please get someone who can attend to this matter as I cant keep calling for a service that I am not even getting, your client messed up my car, can I get my car fixed without having to deal with all this poor service please!

Good day, My claim number is P32/72732 and I completed my payment forms and on those forms I was advised that it will take up to 10 working days for payment to effected into our account and this morning I was told that it will be done only on Friday and my 10 days are on Wednesday. Through out this claim Erik Segona ha sbeing nothing but rude and provided no assistance what so ever. I even e-mailed him and requested an update and he read the e-mail but never bothered to reply. I know this because I put a read receipt on my e-mail. I am not sure but this has been such a frustrating process and 3 months later since my incident I am still not happy. Ian Ross please take note of the service some of the employees are providing and bringing the companies name into disrepute!

3 years ago I took insurance on my home. Now 8 months after I have dold my house they sre still tanking my monthly installement and simply tefuse to cancel my policy I have now eben had a conference call between them and the bank as they always blame the bank. Still this month they took thr installement out of my bsnk account. I have now been battling to get them to cancel my policy for going on 9 months. All I want is for them to stop stealing my money and refund me 8 months installments. Sonce when can I take a policy and have someone refuse me to cancel it? That is theft if anyone csn help me cancel the policy and get my refund I would really appreciate it! My newest ref nr: [protected]

From the 02 April 2015 to 18 May 2015, 5 quotes done and they insist on taking cash in lieu after times asking for repairs to be done. First audatex wrong info. Hollard says its their policy to give cash in lieu. Refusing to repair vehicle and more damages found every time. Car is moved from place to place. No help from anyone at Hollard. They know that once the vehicle goes for repairs it will have more problems. First audatex was R19000 and 5th audatex is about R35000. meshal.[protected]@amcsa.co.za or [protected]@gmail.com or [protected]@ccma.org.za or [protected] or [protected]

these guys hollard are bad .I never in my living memory experienced bad service like this. Stay away from them unless u have a wish to die from a heart attack or stroke. I am trying to lodge an car accident claim with this useless things and after 2 months I am still nowhere Documents had to be e-mailed 3 times as they could not trace them on their system. I spoke to about 20 persons including so-called managers but not a single call was returned.You wait for hours to get through and never get to speak to the same person as he or her is now busy or in a meeting or gone on a study course.Threatning them with legal action also does not have any effect as they proclaim to be experts of law and show more cheek.Life is to
short to get involved with these thick heads so dont even anticipate to do business with them.

I am extremely disappointed in the way Hollard insurance has dealt with my fathers claim no.806729. My father was in an accident and the right side of the bumper was damaged. Thereafter his car was taken to Raven Panel beaters on Boom Street in Pietermaritzburg. Last week Saturday, he received an SMS stating that his claim was authorised but then today he gets a call saying the assessor said the car was a write-off. He wasn't even given options as to what he would prefer nor the assessors name and all they demanded was the cars log book so they could keep the car! How does bumper damage even warrant a car a write-off with no internal damage? There is something really shady about what you are doing, so please, stop causing him more pain with all this dodge work when he pays his premiums.

Earlier this year my dad bought a car from BMW dealership and was offered insurance by the Hollard and he accepted and he paid his premium as agreed for about 3 months, during that period he got involved in a car accident where, the old car in front of him burst a tyre and it went under his car (damaging the engine and the car itself). The owner of the old car had no insurance, so my dad called the Hollard insurance to claim for the damages or get assistance with the repairing his car.

It took 2 weeks if not 3 for Hollard to come back to him and he continuously had to call and enquire about the status of the claim. At the end they told him that he never disclosed that he had claimed from the previous insurance, and in fact he never did make any claim for himself as all the claims that Hollard are disputing were claimed his daughter and his son since they were the ones driving his cars on those instances/incidents. He even made affidavits from the police station, stating that he was not the one who was driving the cars.

So all in all Hollard decided that they will they will not pay his claim rather pay him back his 3 months premiums and they would not entertain his claim. The damages are worth more than R100 000.00 and he struggling to pay it out as he is the only one working and has to support his family on a daily basis.

To make the matters even worse is that he has been with Hollard since 2002 for his other cars and the claims that they are disputing, they were made through them (Hollard) that means they have all the records of the incidents and claims made to them even before they offered him another policy. They were well aware of the claims and since he has been their customer since 2002 and they were more then willing to take more money out of his pocket. So why will they say that he never disclose some of the information when they have his whole file since 2002 and they should have seen it even before they started debiting his account.

They really are not treating him as they should (as customer) since they have benefited from him since 2002 and never complained, and now all of a sudden they don't want to pay. It is really sickening and disgusting that some big companies such as Hollard can treat their customer like this after benefiting from a loyal/reliable customer for more then 10 years.

I would really appreciate it if you can please help my dad as I think now his health starting to be weak and is going to hospital a lot. This thing is draining him him and I don't know how we will ever cope without him and our mother is not working.

We really need your help in our situation and I believe there are many more people who are suffering because of negligence from insurance companies.

I was involved in a motor vehicle accident on 20th July 2010. The vehicle was sent for repairs, notwithstanding my begging that the vehicle to be written off because of the extent of the damage. The tow-away company told me the chassis of the vehicle is damaged. After numerous calls and interactions I was told the vehicle will be ready on 4 January 2011 - more than 5 months later!. On the 4th I went to collect the vehicle but was informed by the Assessor from Hollard that he is not satisfied with the vehicle and he will let me know when to come back, which will be within a week. I have also requested a test to be done on the chassis of the vehicle. I have to date not received any report on the test. I have also not heard anything again from Hollard or the panelbeaters, Lusio Panel Beaters, Waltloo, Pretoria. I have no faith in the capabilities of the Panel beaters or trust that the vehicle will be repaired properly. This is a new vehicle which have only done 2000 km.