Page 4 - Hollard Business Policy - Binder

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 the nearest Hollard office or from SAIA.
Hollard's commitment to service
Hollard has adopted and supports the Code and is committed to complying with it. Contact Hollard for more information about the Code.
How to resolve a complaint or dispute
If the Insured does not agree with Hollard’s decision, there are a couple of options available to the Insured. While the Insured may contact the National Financial Ombud Scheme South Africa (the NFOSA) at any time, or take legal action against Hollard, Hollard encourages the Insured to please contact us first and follow the four-step process below.
Step 1: Talk to Hollard first
If the Insured has a complaint, the first thing the Insured or their insurance broker should do is speak to Hollard. The latest Hollard complaints contact information can be found on the disclosure notice attached to the Policy Schedule.
If the complaint is related specifically to a claim, speak with the insurance intermediary or insurance broker to discuss the claim with Hollard, by contacting us on:
Phone: Email: Website:
011 351 2200
hollardinsurecomplaints@hollard.co.za https://www.hollard.co.za/contact-us/send-a-complaint
Hollard will provide the Insured with a response to the complaint within a reasonable period of time. If the timeframe is impractical for any reason, such as the need for more information or further investigation, Hollard will discuss alternative timeframes with the Insured. If the Insured is not satisfied with Hollard’s response or Hollard cannot agree with the Insured on alternative timeframes, the Insured then moves on to step 2.
Step 2: Seek a review
If the matter is still not resolved Hollard will refer the Insured, the insurance intermediary or insurance broker to Hollard’s Internal Adjudicator (OIA) who will conduct a review of the dispute and will usually provide the Insured with a response to the dispute within a reasonable period of time. If the timeframe is impractical, the OIA will discuss alternative timeframes with the Insured. The OIA will investigate the Insured’s complaint objectively and independently and can be contacted on:
Phone: Fax: Email:
011 351 5652
011 351 0801 oia@hollard.co.za
If the Insured is still not satisfied with the OIA’s response to the dispute or the OIA cannot agree on alternative timeframes, the Insured then moves on to step 3.
Page | 2 Hollard Business Policy – Binder – Version 8 2024