To contact Altrisk Life Insurance (now fully integrated into Hollard Life) in 2026, policyholders and brokers should use the primary service line at 0860 025 874 or email individualadmin@hollard.co.za. For claims, use lifeclaims@hollard.co.za. Physical inquiries are handled at the Hollard Life head office located at Villa Arcadia, 22 Oxford Road, Parktown, Johannesburg, 2193.
For over two decades, the Altrisk brand established a reputation in South Africa as a specialist long-term risk provider, catering to niche markets including high-net-worth individuals, professionals, and those with complex medical histories. Following its full integration into the Hollard Group, all Altrisk-branded policies are now managed through Hollard’s specialist life division. Understanding how to navigate this corporate structure is essential for ensuring your policy remains active, your claims are processed efficiently, and your personal information is protected under current South African legislation.
Understanding the Altrisk and Hollard Relationship
As of 2026, it is important to distinguish between the legacy Altrisk brand and its current operational entity. Altrisk was originally founded in 1999 as a specialist risk product provider. Through various corporate evolutions, it became a wholly-owned subsidiary of the Hollard Group. Today, while many older policy documents still bear the Altrisk logo, the legal underwriter and administrative engine is Hollard Life Assurance Company Limited.
When you seek "Altrisk life insurance contact details," you are effectively looking for the Hollard Life specialist risk department. This distinction is vital because correspondence sent to defunct Altrisk addresses may result in delays. Hollard has centralized its administration to improve efficiency, meaning that whether you hold a life cover, disability, or critical illness policy, your point of contact is now the Hollard Life service center in Parktown.
Comprehensive Contact Information for 2026
To ensure you reach the correct department, use the specific channels listed below. These channels are monitored during standard South African business hours (08:00 to 17:00, Monday through Friday).
General Administration and Policy Inquiries
For questions regarding your policy status, premium payments, or updating personal details (such as your residential address or contact number), use these details:
- Customer Service Hotline: 0860 025 874 (Local)
- International Callers: +27 11 351 5000
- Email Address: individualadmin@hollard.co.za
- Self-Service Portal: Access via the official Hollard website using your policy number and ID.
Claims Department
If you are a beneficiary or a policyholder initiating a claim for life cover, physical impairment, or income protection, promptness is critical.
- Claims Hotline: 011 351 5000 (Ask for the Life Claims Department)
- Email for New Claims: lifeclaims@hollard.co.za
- Fax for Documentation: 011 351 0691
Broker and Financial Advisor Support
Altrisk was historically a "broker-only" brand, meaning most policies were sold through independent financial advisors (IFAs). If you are a broker looking for commission statements or new business quotes:
- Broker Support Email: brokersupport@hollard.co.za
- New Business Inquiries: lifequotes@hollard.co.za
Physical and Postal Addresses
While most business is conducted digitally in 2026, legal documents or original certified copies may occasionally need to be couriered or posted.
| Department | Physical Address | Postal Address |
|---|---|---|
| Head Office | Villa Arcadia, 22 Oxford Road, Parktown, Johannesburg, 2193 | PO Box 87419, Houghton, 2041 |
| Regional (Cape Town) | 1st Floor, 33 Bree Street, Cape Town, 8001 | PO Box 1121, Cape Town, 8000 |
| Regional (Durban) | 102 Stephen Dlamini Road, Musgrave, Durban, 4001 | PO Box 3036, Durban, 4000 |
How to Prepare for Your Interaction
When contacting the service center, having your documentation ready will significantly reduce your time on the phone. The administrative team is required to verify your identity under the Protection of Personal Information Act (POPIA) and the Financial Intelligence Centre Act (FICA).
- Policy Number: This is usually an alphanumeric code found at the top of your original policy schedule or on your monthly bank statement (often appearing in the debit order reference).
- ID Number: The 13-digit South African identity number of the policy owner.
- Specific Query: Clearly state whether you are inquiring about a premium increase, a change in beneficiary, or a request for a paid-up summary.
- Verification Questions: Be prepared to answer security questions, such as the date of your last premium payment or the names of the beneficiaries listed on the policy.
The Life Insurance Claims Process
The claims process for legacy Altrisk policies is governed by the standard Hollard Life protocols. The complexity of the claim depends on the type of benefit being triggered.
Death Benefit Claims
When a policyholder passes away, the beneficiaries must notify Hollard as soon as possible. The standard "claims pack" required typically includes:
- A completed Hollard Life claim form.
- The original certified copy of the death certificate.
- Certified copies of the ID documents for both the deceased and the beneficiaries.
- The BI-1663 form (Notification of Death) issued by the Department of Home Affairs.
- Police reports if the death was due to unnatural causes (accident or crime).
Disability and Critical Illness Claims
These claims are more complex because they require medical evidence. Altrisk was known for its "occupational disability" definitions, which may differ from "total and permanent disability."
- Medical Reports: Detailed reports from specialists (not just a GP) outlining the diagnosis and prognosis.
- Employer Statements: Verification of the insured’s job duties and how the condition prevents them from performing those duties.
- Testing: In some cases, Hollard may require the insured to undergo an Independent Medical Examination (IME) with a doctor of their choosing to verify the claim.
Updating Beneficiary and Bank Details
In 2026, it is highly recommended to review your policy details annually. Failure to update contact information or bank details is a leading cause of lapsed policies or "unclaimed benefits"—a major concern for the Financial Sector Conduct Authority (FSCA).
Changing a Beneficiary
You can change your beneficiaries at any time, provided the policy is not ceded to a bank (e.g., for a mortgage). You must complete a "Beneficiary Nomination Form." This is a legal document that supersedes instructions left in a Will regarding the insurance payout. Ensure the full names, ID numbers, and contact details of the new beneficiaries are accurate.
Updating Payment Methods
If you change banks, you must notify Hollard at least 10 business days before your next debit order date. You can do this by emailing the administration department with a "Debit Order Instruction Form" and a bank account verification letter (not older than three months).
Managing Disputes and Complaints
If you are dissatisfied with the service or a claim decision regarding your Altrisk policy, South African law provides a clear escalation path.
- Internal Complaints: Contact the Hollard Internal Dispute Resolution (IDR) department via email at complaints@hollard.co.za. They are required to provide a written response within a specific timeframe (usually 15 to 30 days).
- Compliance Officer: If the IDR response is unsatisfactory, you can escalate the matter to the Hollard Life Compliance Officer.
- The Ombudsman: If the internal process fails, you have the right to contact the Ombudsman for Long-term Insurance. This is a free service for consumers.
- Website: www.ombud.co.za
- Phone: 021 657 5000 / 0860 103 236
- The FAIS Ombud: For complaints regarding the advice you received from your broker (e.g., if the policy was misrepresented), contact the FAIS Ombud at www.faisombud.co.za.
Technical Specifications of Legacy Altrisk Products
Altrisk’s product suite was distinguished by its technical flexibility. If you are reviewing your old Altrisk policy documents in 2026, you might encounter these specific terms:
- Age-Rated Premiums: Many Altrisk policies were structured with premiums that increase every year based on the insured's age, rather than a level premium.
- Aggregator Discounts: If you have multiple benefits (Life, Disability, and Illness) under one policy, you may be receiving a "bundling" discount. Be careful when cancelling one benefit, as it may increase the cost of the remaining ones.
- Step-Down Benefit: Some disability policies included a "step-down" feature where the payout decreases over time as the insured nears retirement age.
- Specialist Underwriting: Altrisk was a leader in insuring people with "pre-existing conditions" that other insurers rejected. If you are considering moving your policy, ensure your new insurer fully accepts your medical history before cancelling your Altrisk/Hollard cover.
Troubleshooting Common Issues
"I cannot find my policy number."
Check your bank statements for a debit order from "Hollard Life," "Hollard Specialist," or "Altrisk." The reference number often contains your policy ID. If you still cannot find it, call the service center and provide your South African ID number; they can search the database for all active and lapsed policies linked to your identity.
"My broker is no longer in business."
Since Altrisk was broker-centric, many policyholders feel lost if their advisor retires. You are not required to have a broker to maintain the policy. You can deal directly with Hollard Life administration. However, you can also appoint a new broker by signing a "Letter of Appointment" and sending it to the administration email address.
"My claim was declined due to non-disclosure."
This is a frequent point of contention. Non-disclosure occurs when a policyholder fails to mention a medical condition or lifestyle habit (like smoking) during the initial application. If your claim is declined for this reason, request a copy of the original "Underwriting Summary" and compare it with the medical evidence. If you believe the omission was immaterial or an honest mistake, use the dispute resolution steps mentioned above.
Comparison of Support Channels
| Channel | Best For | Response Time (2026 Est.) |
|---|---|---|
| Phone (0860 025 874) | Urgent queries, quick status checks | Immediate (5-10 min hold) |
| Email (Admin) | Document submissions, address changes | 2 - 4 Business Days |
| Email (Claims) | New claim notifications | 24 - 48 Hours for acknowledgement |
| Physical Office | Complex legal disputes, document drops | Immediate (during office hours) |
| Broker | Financial advice, annual reviews | Varies by individual advisor |
Professional Advice Limitation
The information provided here is for administrative guidance and factual reference regarding Altrisk (Hollard Life) contact details in 2026. This article does not constitute financial, legal, or medical advice. Life insurance products are subject to specific terms, conditions, and exclusions outlined in your individual policy contract. Always consult with a certified financial advisor (registered with the FSCA) before making changes to your insurance portfolio.
Frequently Asked Questions
Can I still buy a new "Altrisk" policy in 2026?
Technically, no. New policies are issued under the Hollard Life brand. However, the "Specialist Risk" products that made Altrisk famous—such as cover for complex medical risks or high-sum-assured professional policies—are still available through Hollard’s specialist divisions. You should ask your broker for Hollard Specialist Life products.
Is Altrisk the same as Hollard?
Altrisk was a separate company that was acquired and eventually fully integrated into Hollard Life Assurance Company Limited. In 2026, Altrisk exists as a legacy brand name on older contracts, but all legal and financial responsibility lies with Hollard.
How do I get a tax certificate for my Altrisk policy?
Life insurance premiums in South Africa are generally not tax-deductible for individuals, and payouts are usually tax-free (depending on the beneficiary and policy structure). However, for certain business insurance or income protection policies, you may require a certificate. You can request this by emailing individualadmin@hollard.co.za with your policy number.
What happens if I miss a premium payment?
Most Hollard/Altrisk policies have a 30-day "grace period." If you miss a payment, the insurer will usually attempt to double-debit the following month. If you miss two consecutive payments, the policy may lapse, and you will lose your cover. If your health has declined since you first took out the policy, you might not be able to "reinstate" it without a new medical exam, so it is vital to contact the payments department immediately if you encounter financial difficulty.
How do I cancel my Altrisk life insurance?
To cancel your policy, you must send a written notice (email is acceptable) to the administration department. It is highly recommended that you secure alternative cover before cancelling, as you will be subject to new underwriting at your current age and health status.
Next Steps for Policyholders
If you have not interacted with your Altrisk policy in the last year, your next action should be to send a brief email to individualadmin@hollard.co.za requesting a "Policy Schedule Update." This ensures your contact details are current and gives you a clear view of your current cover levels and premiums for 2026.
