Do you know what you are covered for / Cyclesure?

[Hollard]

Hi.

 

We're back. Reviewing the comments that were posted overnight and will be responding. We're going to be favouring accuracy over speed, so please give "Mr Hollard" some time to get in touch with the right people here to get the best possible answers.

 

Thanks all.

[Pants Boy]

I've got a question: How many customers have you bled so far over this?

 

 

Edit to add: Wellcome to the hub. hope you're wearing your big girl panties!

[TK-Sp3cialiSt]

If you could identify yourself(name and job description) it would be nice so we are not talking to a random non-entity

[Rata Del Spruit]

Here's my take on it. I'm giving Hollard and CycleSure the benefit of the doubt about there being a misunderstanding. I do believe their explanation that the broker can't reject a claim, only the insurer. That the broker needs to summarise the claim and assess if there are any reasons for the claim to be rejected and that the underwriter then weighs up the merits, taking into account history, circumstance, etc. I'd like to hear Carpet's side of the story as to whether or not the claim was rejected (I imagine the rejection letter would be in writing?) or whether she was told that the claim 'could be rejected'. If it was the latter then obviously the communication wasn't clear enough.

 

Either way, the ball is still in Hollard's court. This is honestly a dream PR opportunity for them to turn mass anger into mass awareness and positive brand sentiment. I think that logging off at 5pm yesterday was a major fumble, though. Hopefully they can still salvage this.

[rouxtjie]

@Hollard

 

Yesterday you suggested there is a new T&C document with exclusions. Please could you post it here or send a link for us to go over. Alternatively is the one posted on page 1 still valid?

[Hollard]

Thanks for your post.

I have send you a email via the email address ask@hollard.co.za.

 

Thank you Carpet. We have received your mail and forwarded it to the relevant people and they are on it right now.

[Bloukrans]

Hi.

 

We're back. Reviewing the comments that were posted overnight and will be responding. We're going to be favouring accuracy over speed, so please give "Mr Hollard" some time to get in touch with the right people here to get the best possible answers.

 

Thanks all.

I would like to hear the correct answers.

[Hollard]

If you could identify yourself(name and job description) it would be nice so we are not talking to a random non-entity

 

Hi TK-Sp3cialiSt.

 

No problem. My name is Nick and I work in the Hollard Digital Team, which is part of the Marketing Team. I look after all of Hollard's Social Media and I've worked at Hollard for about three years.

 

Don't be put off that I'm in Marketing! I'm not here to spin. I have a "direct line" to our GM and Head of Marketing, our Group Customer Centricity team, and I'm in contact with Cyclesure.

 

I'm not a big cyclist, but I have participated in the Argus and a handful of other races. Being the "social media guy" I also get quite involved in the numerous cycling events that Hollard either sponsors or our CEO, Nic, often participates in. Re Nic, he has been fully briefed on the posts here and also had input in our original response.

 

To answer another comment posted, yes I have my "big girl panties" on.

[Tumbleweed]

… lehmans terms …

 

All I can say is, don't hedge your bets.

[Hollard]

What really concerns me @hollard is that it took a cycling centric insurance company 16 pages and about a week to realise that they were being discussed on the biggest cycling forum in the country... You guys need to pay more attention full stop. While you have come and provided some fact and discussion I am afraid your lack of attention to detail has cost you more damage than you may initially anticipate.... how you use this is entirely up to you

 

Hi Stretch.

 

With respect, this thread was posted on Monday, we were alerted to it via our Facebook page on Tuesday afternoon (we do use some other monitoring software but it that didn't pick this up this time) and we replied on Wednesday. Our response did take a few hours longer than we'd hoped, but there were numerous people here that had to give input. We're here now though! In future please feel free to get hold of us on Twitter, Facebook or by emailing ask@hollard.co.za.

 

Regards.

[Steven Knoetze (sk27)]

Hi.

 

We're back. Reviewing the comments that were posted overnight and will be responding. We're going to be favouring accuracy over speed, so please give "Mr Hollard" some time to get in touch with the right people here to get the best possible answers.

 

Thanks all.

 

Hi I think a relevant question is around the issue of being hi-jacked.

Please elaborate on the fact that the hi-jacking must be violent? Must you be hospitalized for the claim to be entertained?

This is very worrying as mny guys cycle on their own and this is a very real problem in SA.

[jimmycool]

 

 

All I can say is, don't hedge your bets.

I like what you did there.

[rouxtjie]

Hi Stretch.

 

With respect, this thread was posted on Monday, we were alerted to it via our Facebook page on Tuesday afternoon (we do use some other monitoring software but it that didn't pick this up this time) and we replied on Wednesday. Our response did take a few hours longer than we'd hoped, but there were numerous people here that had to give input. We're here now though! In future please feel free to get hold of us on Twitter, Facebook or by emailing ask@hollard.co.za.

 

Regards.

No, service a client through the channel of their choice, not yours...be client centric.

[Hollard]

So who is the digital media agency looking after Hollard? The response has been a "damage control" attempt with no substance except standard insurance waffle.

 

While we do work with some digital agencies for our website etc, social media and the like is handled exclusively in house.

 

Our response was sincere and genuine. We are in an ongoing battle against jargon, but like we said, it's a stubborn beast. We think we addressed the points raised in the original post quite clearly, but are here to answer further questions. We'll be addressing the issue of jargon in the policy wording later today.

[Corvus]

No, service a client through the channel of their choice, not yours...be client centric.

Agreed. I want carrier pigeons!

Or St Bernards with those little vats of brandy.

 

http://www.swissinfo.ch/media/cms/images/keystone/2009/04/keyimg20090401_10522028_1.jpg

[ThePubSA]

In plain english...

 

Load of "Bollard"