CBA Home Insurance

Pathetic. I have been paying for insurance with CBA for many years. I had a leaking shower and decided to claim on it a month ago today. (Ceiling below shower had signs of water damage). When my claim went in to CBA, Ambrose (3rd party company)… Read more

worked quickly to diagnose the issue and put in a report to CBA's underwriter HOLLARD'S. OMG what a nightmare HOLLARD'S is. Firstly, their phone Auto attendant has about 10 selections before you can talk to someone, and when they answer (20 min later) they go through a myriad of privacy questions, only to be told, sorry your case manager isn't available and they will call you back. AND I am still waiting. DO NOT GO WITH CBA Insurance unless they change their insurance underwriter. YOU HAVE BEEN WARNED!

November (2025) we had a theft from our property, $2,000 worth of Power Tools, not happy at all, but after a Police Report, CommBank came through within a week with a pay out as per the Insurance. This year, we had our renewal arrive and we decided, after 30 odd years with CommBank, we should shop around. In the end we spoke with (Shane in Sydney) and were so impressed with his empathy and understanding we stayed with CommBank. Cheers Shane. Show details ·  1

Our area had a substantial storm in March of this year. One of the issues that resulted was that the hight winds shook our side gates, the double width ones that can be opened up to lat a caravan or trailer through. Basically the gated shook back and forth for 12 hours and the concrete footings loosened in the wet ground, such that the gates… Read more

sagged and now won't close as the tops of the gates hit when you close them. CBA/Hollard sent out a repairer whose only solution was to shave down the wooden posts, to correct the lean. After a few back and forths with CBA/Hollard they agreed that this was not a long term solution and notified me that they were getting a quote to replace the whole gate as a permanent fix. Weeks later I asked again what was happening, and they advised that they would send out someone to look at the gate. I pointed out that this had happened weeks ago, and that they had determined that a temporary fix was not a good solution and so had requested a quote to replace the gate, so why were we back at the position we were at 3 months ago. Since pointing this out, they have gone quiet, and I can only assume that the gate quote was higher than they liked, so they were now trying to just avoid the claim. I have stated all along that I had security footage of us using the gate in the weeks and months before the storm, to show that it was perfectly functional before. But they appear to just want to avoid the claim now. My insurance is due this week, so I will decide in the 21 day cooling off period whether I want to go with CBA/Hollard again, and I'm thinking not. They have wasted time and employed delaying tactics for 4 months now, given the impression they were going to replace the gate, only to pull back and try and try to either deny the claim or simply make a temporary fix by shaving down the posts and rehanging the gate on the wobbly footings.

Pleasant insurance experience after claim made – Due to a heavy storm my home flooded. Filed a claim with CBA insurance. They paid us out in full for our damaged furniture and flooring. The staff were great to work with and everyone CBA sent to our home to investigate was friendly. The most difficult part is calling CBA (the wait time is too long we couldn't connect to any phone call and had to… Read more

email) however once we do speak to someone they are fantastic. All in all satisfied with the service provided.

Comprehensive car insurance – Overall the experience was not bad, the customer service was on top. My issues are: One, they shouldn't take long to pay out the insurance money. Two, as a customer you should be able to get DOT license fees (remaining after the total loss) and remaining insurance money after deduction used period. Otherwise the experience was good as gold,… Read more

same as RAC or any big insurance company. Claim review team was helpful and provided guidance at every step.

I would have given 5 stars but as mentioned above two issues, I will give 4 stars.

They are worth giving it a go, I will recommend them definitely.

All good – Ok, updating my review: After a long ratio silence I followed up and my claim has been accepted pretty much right away for the right amount. Pros: Claim got accepted at the end - shared fence between neighbouring properties, so quoted amount divided by two, minus excess - very fair Cons: Long processing time, had to follow up a couple of times Show details

CBA/Hollard are by far the worst insurance company I have ever dealt with. They collect premiums but don't want to pay claims. For example, today I phoned them for an update on our claim (lodged 4 months ago) and they deliberately hung up on me. This is just an example of the continuous problems we have had in dealing with them. Here is an update.… Read more

They deleted my name from the policy and wouldn't speak to me anymore even though the premiums were being deducted from my bank account and my address was still on the policy. They kept phoning the other policy holder who was in Europe on holidays and waking her up in the middle of the night over there. They finally paid out after 4 months after someone in Australia took over the processing of the claim from the Indian operations. It was a long and difficult process. I would never use them again.

I didn't renew this year (I think Hollard have taken over the business) and am glad to be rid of them. They were waaaay more expensive than anyone else and the wait times for support are ridiculous, worst I have encountered with an insurer. Thank goodness I never had a claim with them, I can only imagine how horrendous that would be. I think poor… Read more

support provision is a red flag with any insurer, sadly you often only find this out once you've signed up. I would recommend you avoid this provider - there are some good ones out there, CBA / Hollard is not one of them. How they justify their inflated premiums is beyond me.

78% increase in 3 years !!!! If I could give CBA insurance a negative 5 stars I would Our home insurance has almost doubled since 2022 We have not increased the value of the policy And our home has not gone up in value And we dont have contents included Premium from renewal of 09/06/22 - $1,206.26 Premium from renewal of 09/06/23- $1,437.95… Read more

Premium from renewal of 09/06/24- $1,1,849.11 Premium from renewal of 09/06/25- $2,150.49

Total percentage increase from 2022 to 2025 is 78.28% !!!!!

And when I queried this with CBA they fobbed me off with typical cut and paste responses about "inflation" and "market conditions" and other peoples claims and blah blah blah I Have tried to escalate the matter several times and been ignored I want a written explanation as to how they can justify such an increase and give proof of all these factors as per usual I have been ignored

We have been banking with them since the 1970s !!! We have since closed all bank accounts (5 in total) and closed off any offset accounts and have moved to another smaller bank

Shame on you CBA just another greedy corporation ripping people off ! Don't bother with a lame response asking me to call some number or send an email - Ive already done hat and you chose to fob me off or ignore me

Absolute terrible insurance. Messed around from pillar to post - two different building crews meant we had to chase up issues like electricity being shut off to areas and not turned back on, a door taken off and not put back on. Process took us over two years and a complaint to AFCA. After all that, we still have a light switch that wasn’t put back properly… Show details

I would give a zero rating if possible. I am not surprised that CBA Insurance has been given an overall review rating of a minimal 1.2. My experience with making a claim against my CBA Home and Contents Insurance policy has been appalling. My house was damaged in a storm in Sept 2024, I lodged a claim which was approved by CBA Insurance and the… Read more

underwriter Hollard Insurance Partners. An assessor was sent from builder Johns Lyng Group and his inspection was a cursory 15 minutes at best during which he merely peered upwards through a 1 metre storm-created hole in a section of roof, after which he assessed the cost of repairs at approx $10,000 in a very brief scope of works that failed to include all of the damage. I was subsequently advised that builderJohns Lyng Group refused to undertake the repairs as they couldn't or wouldn't warranty their work. I was told by CBA/Hollard to obtain my own repair quotations from independent tradespersons and when I did so, the quotations added up to >$30,000. CBA/Hollard refused to pay for the repairs and instead I was told that I had to obtain my own independent inspection, written assessment report and scope of works. I arranged for this to be undertaken by architect/building inspection company Inspect Direct Pty Ltd who prepared a very comprehensive report and scope of works with the calculated, itemised cost of repairs at >$40,000. (I highly recommend Inspect Direct Pty Ltd for a very professional inspection service, excellent detailed report and accurate, precise costing.) CBA/Hollard initially offered a cash settlement of $9,500 (laugh out loud) which I firmly refused to accept and I have recently been offered an ex gratia payment of $1,000 in order to 'bring the dispute to closure' (laugh even louder!). Having received evidence of the real and actual cost of repairs and rectification CBA/Hollard has now decided to renege on the approval of my insurance claim by stating that the claim will only be 'partially' approved. To make matters worse (if that's possible) the make safe repairers (subcontractors) sent by Johns Lyng Group to make temporary repairs: (a) failed to competently make the dwelling safe from further rainwater entry (after three attempts), and (b) caused additional damage. Having been provided with the report and scope of works by Inspect Direct Pty Ltd, CBA/Hollard has provided the document to Johns Lyng Group who recently revised their scope of works with a slightly increased repair cost calculation of approx $11,000. Being thoroughly dissatisfied with the financial outcome proposed by CBA/Hollard, I lodged a complaint with the AFCA which has now requested that the insurer provide a further third scope of works and repair costing. Meanwhile, my home remains badly damaged. Unless the AFCA makes a recommendation in my favour, I will be obliged to lodge a consumer complaint against CBA/Hollard in the VCAT in order to obtain a legal decision regarding the cost of the repairs. I would NOT under any circumstances recommend CBA Home Insurance or any insurance policy underwriten by Hollard Insurance Partners.

If I could rate them a big ZERO or a negative I would not even worth the one star. They have to be the worst insurance organisation I have ever dealt with in my life. They are full of lies have no urgency to repair our damaged home and take no responsibility whatsoever. We have 2 open claims now with these clowns one is going back over 2 years now… Read more

and the other been 6 months. Which they have started the repair process and now are saying the builder cannot warrant the repairs so they want to cash settle and sort out the repairs ourselves. I have logged internal complaints and now have raised a complaint with AFCA hopefully they can help us out. Once this is all hopefully sorted I will be cancelling my policy and taking my banking to another bank. Comminsure/ hollard insurance you should be absolutely ashamed of your behaviour towards your clients to see so many negative reviews is a let down for such a big organisation. I will also be contacting a media organisation and hopefully they are willing to air the way they treat people.

Mediocre – I have had commbank home and contents insurance for approaching 10 years. During this time I have made 2 small contents claims which have been accepted without too much issue. I recently got an email saying my payment method was outdated and to update it I need to contact their call centre!!! What kind of company in 2025 does not have an online… Read more

platform to update simple payment information. ! Yet they are happy to tell you you need to update it by X date or your policy will be cancelled. So here we are in 2025 needing to phone a call centre, wait on hold, push multiple buttons and listen to complete waste of time drivel irrelevant to the reason your calling, only to simply tell them a different credit card to use. The irony being my previous payment method was a commbank credit card, all that has changed is the card has been updated, of which they would all be able to see as its all on the same account, but no , in 2025 you need to ring a call centre, just to update your information. Oh but wait, said call centre is only open 8am-8pm Eastern Time.... laughing at how ridiculous this is. Its annoyed me so much that I'm now shopping around for alternative insurance. On the positive side, it bought me to this site, where after reading the reviews, seems like this is a company to stay well clear of!

Beware of CBA Home Insurance Claims Process – I feel compelled to share my deeply disappointing experience with CBA’s home insurance claims process, as a warning to others who might consider them for their insurance needs. After lodging a claim (222-02-037166) following storm damage in October 2024, the handling of the process has been nothing short of appalling. Over several months, we were… Read more

passed between three different claims officers without any continuity or proper handovers. Each new representative requested the same information we had already provided multiple times. The lack of communication, consistency, and professionalism made an already stressful situation even worse.

CBA dragged the process out for months, requiring repeated submissions, multiple site inspections, and external assessments. Despite this extensive effort, they only informed us after months of back-and-forth that the damage was not covered under the policy! This is something that should have been determined at the very start, saving us time, money, and frustration.

The final blow? They classified the damage—caused by pre-existing concrete in underground pipes—as a "maintenance issue." This is absurd, as:

The concrete was already in the pipes when we purchased the property. No reasonable maintenance could have detected or prevented this. Multiple professional plumbers and even the local council confirmed this was not something we could have foreseen or prevented. Key Issues: 1️⃣ Incompetent case management: Repeatedly passed between representatives, causing delays and confusion. 2️⃣ Poor communication: Inconsistent and contradictory guidance. 3️⃣ Unethical practices: Dragging customers through months of assessments only to deny coverage on technicalities. 4️⃣ Lack of accountability: No clear answers about policy coverage or the reasoning behind their decisions.

What you should know: If you’re with CBA, document everything and expect delays. Be prepared for inconsistent communication and frustrating bureaucracy. Don’t expect them to prioritise your claim or provide clear answers. I will be taking further action by escalating this matter to Consumer Affairs Victoria and the Australian Financial Complaints Authority (AFCA). I also plan to share this experience on consumer advocacy platforms to ensure others are aware of CBA’s shortcomings.

If you’re considering CBA for insurance, think twice. Your premiums deserve better than what CBA delivers.

DONT DO IT – what a joke , not worth having , claim took 6 months to sort out and they said I needed to do maintenance on the outside of my home before they would fix a burst water pipe in the bathroom, I had structural engineers come out to inspect , building inspectors come out to check and they said there wasn't enough ventilation bricks round the bottom… Read more

of my house so wouldn't fix the flood damage inside till I had the vented bricks installed round the bottom of my house , rang a builder to ask for a rough quote and they said about 7k without coming out to look , I didn't have the 7k to do this ( single mum ) so in a way they forced me to take the settlement payout , I did that then got a builder to come and do the vented bricks , only to be told it has vented bricks all the way round the house .... fuming isn't the word , now im on with my second claim for wind damage as I lost half my garage roof and they offered 2k payout due to maintenance AGAIN and I live to far away for them to come out and inspect so they going of what pictures I send and what google earth and maps show in photos...... what a joke

Useless – Terrible customer service- they refuse to send bills or text messages, only direct debit. Messages are ignored even if you call multiple times. Tried to rectify a missed payment, told I would get a reference number to pay, got an email saying it would be cancelled. Called again, told they'll make a note so it won't be cancelled. Cancelled. Show details

Incompetent – Don't under any circumstances touch this insurance. Write directly to ombudsman! My daughter spent two days organising insurance after a marital split resulting in a 5 year DV order. She was told she couldn't get a discount because it was no longer the old policy & the main policy holder was now gone. After paying the increased premium for a long… Read more

period..her house was storm affected. When she rang to make a claim, they had no record of her, breached her confidentiality & put her & the kids at risk by contacting her former partner. Somehow, they can't find the policy we both spent two days organising. When the policy was organised my daughter advised of the circumstances & was told it was noted on the file. All gone! They said ok, we couldn't find your contact details. She supplied the details again. They apologised & sent out an assessor. The assessor then relayed he couldn't discuss the scope of works with her. She received an email at work stating they're going to pay out the claim not fix the damage. Who made that decision? Not my daughter! They have been contacting her former partner. You will get nowhere with them..their phones don't work or conveniently no ones available oryou wait two hours to be spun around in circles by someone who has no comprehension skills. Call Australian Financial Complaints 1800931678

Scam! Waste of money! – Scam! Waste of money! Accidental damage claim for a TV. Submitted online and attached damage proof and purchase recipt. Insurer replies that I need to provide documentation, without specifying what. Reply that already submitted documentation. No reply since then app 1 month. Waited 1h on the phone. Multiple calls as the options do not work and the… Read more

machine endlessly repeats options already selected. No pickup, always on hold. select the call back option but they also never call back. Shameful! Cannot give 0 stars as they deserve. , after 8 years with them.

Brick piers on porch cracking up and moving – Would not pay my porch brick piers quote uninsurable event what is the point NO stars out of 5 they hung the decision out to the max Show details

What a joke, you take out landlord insurance to cover your house, they don’t cover anything. Including deliberate damage – Worst insurance company ever! What a waste of money ! Ripped off! Show details

Disgraceful – Do not deserve 1 star! An absolute disgrace of a company!! Been giving them our money for over 10 years, with no claims, then lodged an URGENT claim for a health issue (septic pump motor) and they took over 3 months (with multiple hours on hold to follow up) to decline it!! Do not waste your time or money on these scammers! Show details

Negative stars – Worst insurance company ever Never about the policy holder - only what they can do to get away with everything rude encourage you to make complaints to slow claim down given cash settlement one quarter of the cost and then refuse to do it Show details

Worst insurance company ever – Worst insurance company ever, wait times on the phone are approx 1-2 hours never a call back and 9 months to pay just discgusting Do yourselves a favour don’t insure with them was with them for 30 years Show details