Page 6 - Hollard Private Portfolio - Version 3.3

Understanding your policy
Why the Schedule is so important
This is probably the most important section of the policy. It tells you such things as:
○ how much you pay in premiums and fees
○ how much your excess is
○ which parts of your property are covered by the policy
○ what kinds of cover you have chosen
○ what sums insured/limits you are covered for
○ what your security requirements are.
Take some time now to acquaint yourself with the Schedule. If you spot any errors, please tell your broker right away.
How to contact us
All written communication relating to this policy (including claim rejections and legal proceedings) must be sent to this address:
The Manager – Hollard Insure
The Hollard Insurance Company Limited PO Box 87419
Houghton 2041
How to complain
Tel: 011 351-5000
Website: www.hollard.co.za (Click on the "Contact us" button
at the top of the page)
We hope that you never have reason to complain, but if you do, there are a couple of options available to you. While you may contact the Ombudsman at any time, or take legal action against us within 270 days of a claims decision, we would encourage you to please contact your broker first, and follow the five-step process below.
Step 1: Complain to your Broker
If you have a complaint about this policy or the service you received from us, please contact your broker to discuss your complaint.
Step 2: Complain to Hollard
Should your complaint not be resolved by your broker, please contact us on our dedicated complaints contact details and we will do our best to find a solution to your complaint. If we do not accept a claim or if you don’t agree with the amount of the claim, you may ask us to review our decision within 90 days of the date that you received our decision.
Hollard Insure Complaints Team Tel: 011 351 2200 on weekdays between 8am and 5pm The Hollard Insurance Company Limited Email: hollardinsurecomplaints@hollard.co.za
PO Box 87419
Houghton 2041
Step 3: Complain to Hollard’s Internal Adjudicator
If you are still unhappy after you have asked us to review our claims decision, you may email Hollard’s Office of the Internal Adjudicator (OIA). The Internal Adjudicator will investigate your complaint objectively and independently.
Email: oia@hollard.co.za Tel: 011 351 5652 Fax: 011 351 0801
Step 4: Complain to the Ombudsman
In the unlikely event that you are still unhappy after following the steps above, you may send your complaint to the following Ombudsmen, depending on the nature of your complaint.
4 Hollard Private Portfolio – Version 3.3 – 9 Feb 2023