Page 4 - Sectional Title Policy Wording

Insurance Code of Conduct
INSURANCE CODE OF CONDUCT
Hollard proudly supports the South African Insurance Association (SAIA) Code of Conduct.
The purpose of the Code is to raise standards of practice and service in the general insurance industry. The objectives of the Code are:
1. to promote better, more informed relations between insurers and their customers;
2. to improve consumer confidence in the general insurance industry;
3. to provide better mechanisms for the resolution of complaints and disputes between insurers and their customers; and
4. to commit insurers and the professionals they rely upon to higher standards of customer service.
Information on the Code is available from Your nearest Hollard office or from SAIA.
Hollard's service commitment
Hollard have adopted and support the Code and are committed to complying with it. Please contact us if You would like more information about the Code.
How to resolve a complaint or dispute Talk to Hollard first
If You have a complaint, the first thing You or Your insurance broker should do is speak to Hollard.
If the complaint is related specifically to a claim, speak with Your insurance intermediary or insurance broker to discuss the claim with the claims officer managing your claim.
If the staff member or claims officer are unable to resolve the matter, Your insurance intermediary or insurance broker may speak to a manager at Hollard. The manager will usually provide You with a response to the complaint within a reasonable period of time. If the time frame is impractical for any reason, such as the need for more information or further investigation, Hollard will discuss with You alternative time frames. If You are not satisfied with Hollard's response or Hollard cannot agree with You on alternative time frames, You then move on to step 2.
Seek a review
If the matter is still not resolved Hollard will refer You, the insurance intermediary or insurance broker to the relevant dispute handling department or area who will conduct a review of the dispute and will usually provide You with a response to the dispute within a reasonable period of time. If the time frame is impractical, Hollard will discuss alternative time frames with You.
If You are still not satisfied with Hollard's response to the dispute or Hollard cannot agree on alternative time frames, You then move on to step 3.
Seek an independent review
You are entitled to seek an external review of Our decision. Hollard will provide You with information about options available to You, including, if appropriate, referring You to the external dispute resolution scheme administered by the Ombudsman for Short-term Insurance (OSTI).
The OSTI is an independent external dispute resolution office and its service is free to Hollard customers. The OSTI will advise You if they can assist.
Page | 2 Sectional Title Insurance Policy Wording – Version 4 2023