Help lead with H-umility and build with H-eart!
Moments of Truth is Hollard’s initiative designed to assist Brokers in managing claims processes and minimising costs. We are currently developing workflow rules for various business classes, and this edition outlines a few of the many methods used to create an exceptional experience during your clients’ claims journey.
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means quicker decisions, fewer delays and no follow ups.
keep you and your clients in the loop - without the “just checking in” calls.
December 2025 saw 78% of motor glass claims processed fully automatically — above our 75% target!
are on the way, taking the process from fast to seamless.
to showcase functionality and benefits.
Quicker turnaround = happier clients
Transparent journey with fewer touchpoints
Less admin, more time for relationship building
A future fit system that keeps you competitive
It was completed before the year end code freeze. This means nearly half the automation needed to process geyser claims end to end without manual intervention is live and tested.
The remaining functionality is set for completion by March 2026!
Faster resolutions
Consistent decision making
Reduced admin
A smoother claims journey supported by data driven automation
with the full system handed over to business in early January 2026. The feature is now geared for real world use, giving brokers access to faster, more accurate scheduling for motor assessments.
Off platform broker training coming soon
Direct appointment of motor assessors
Faster assessments and improved turnaround times
This capability supports our Power 5 objectives, including maintaining an 80% insourced assessing ratio and reducing OPEX.
Hollard’s new WhatsApp Concierge is designed to simplify, speed up and smarten up the way customers engage with us during their claims process. It’s modern, it’s conversational and it meets customers right where they already are – on their phones.
no emails, no call queues
through an interface, customer already trust
of non complex claims
from start to finish
moving from traditional admin-heavy workflows to smart, digital touchpoints that boost convenience while improving efficiency and transparency for customers and brokers.
The WhatsApp Concierge is more than a new tool - it’s an upgrade to the customer experience at a critical moment of truth. Faster. Friendlier. Friction-free.
Hollard is taking claims responsiveness to the next level with our upcoming 24/7 Claims Support capability. A key component of our Claims Moment of Truth programme designed to give brokers and customers uninterrupted access when it matters most.
because losses don’t keep office hours
reducing delays and improving first contact resolution
especially during high stress, time sensitive events
ensuring you’re backed by Hollard no matter the time of day
closes one of the biggest gaps in the traditional claims process: after hours uncertainty. This innovation ensures Hollard partners and customers can report incidents, receive guidance, and get the claims process moving immediately.
To deliver a consistent responsive, human centred claims experience - any hour, any day, strengthening trust between brokers, customers and Hollard
Accidents don’t just test vehicles, they test systems, readiness, and response. As part of Hollard’s continued focus on improving customer experience and strengthening broker support, Accident Scene Management has been prioritised as a key initiative for the year, championed by Bruce Ceprnich and Suren Ramsammy.
This initiative reshapes how claimants and brokers experience the critical first moments after a motor incident, where on‑scene decisions directly impact safety, claim outcomes and recovery.
The quality of on-scene response impacts nearly every part of the claims journey:
Faster, cleaner claims handling
Accurate early information reduces disputes, improves triage and accelerates decision-making.
Better outcomes for clients
Clients receive clearer guidance at a stressful moment, ensuring safety is prioritised while the administrative load is minimized.
Stronger support for brokers
Brokers benefit from improved transparency, faster turnaround times, and fewer delays caused by missing or incorrect information gathered at the scene.
Better risk and cost control
A properly managed accident scene can influence tow operator selection, limit secondary damage, and support effective recoveries.
Although detailed rollout elements will be shared in upcoming editions, the initiative is expected to strengthen:
Standardised protocols
for first-contact support
Clear guidance for claimants
on what to do and what not to do
Improved collaboration with service providers
such as preferred tow-operators
Better integration with Hollard’s digital tools,
including platforms that speed up incident registration
Ensure Customers and Brokers are never alone in those crucial first minutes after a loss