Hollard pays too little, too late

2010-09-11 13:07

Isaac Siluma has at last received the R5 000 that was outstanding on his funeral policy claim from Hollard Insurance.

However, he is still unhappy with the service he received.

“These people do not know what they are doing. They do not know how to run funeral policies.

“You have to spend money calling and emailing to get them to pay your claim. I don’t want anything to do with them again,” said Siluma.

Bhavni Meintjies, public and media relations manager at Hollard, said they had apologised to Siluma for the inconvenience caused by a processing error.

Meintjies said the claim took longer to process because the insurer received the death claim late.

Speaking to Hotline, Siluma said after the death of his sister he ­submitted all the required documents for a claim, ­adding that the insurer was at fault for not paying on time. Because of the inconvenience, the family had to make other arrangements to settle the funeral costs.

Siluma said what further discouraged his family was that Hollard, after correcting its ­mistake, only paid R5 000 and not R10 000 as per the contract.

Meintjies was quick to admit bad judgment and blamed a ­capturing error.

Siluma said Hollard was ­supposed to pay out the claim within a few days, but it took them more than a month to ­finalise.

He said his family was disappointed with the poor service, especially after the trauma they had already experienced.

Because of this bad service, Siluma decided to approach ­Hotline.

“The reason we take out funeral plans is to help us to cover the ­funeral cost in time of need. They did not pay us in time as they promised in the policy document,” said Siluma.

“I always read your column (Hotline) on Sundays and see how you help people who are helpless because of the frustrations they get from service providers. Little did I know that one day I would also turn to you.”

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