Hollard

I have been insured with CBA Home Insurance provided by HOLLARD for more than 10 years and, until this claim, had never made a claim on my home… Read more

insurance policy. My claim involved water damage caused by a concealed tap spindle leak inside a bathroom wall cavity. Since lodging the claim in November 2025, I have experienced a lengthy and frustrating claims process that remains unresolved more than seven months later. What disappointed me most was the changing explanations given for the claim denial. During the course of the claim and AFCA dispute process, different causes were relied upon, including failed waterproofing, grout and silicone maintenance issues, and later a gradual spindle leak. This made it difficult for me to understand the insurer's position and address the reasons for the denial. I provided reports from both a licensed builder and a licensed plumber, who independently identified an active leak was inside the wall cavity at the time of inspection, the escaping water has caused significant moisture damage to the timber wall frame, subfloor, and supporting posts underneath the house. The affected timber shows signs of rot, dark staining, and deterioration consistent with prolonged water exposure. Bathroom Wall Area Timber wall studs severely moisture damaged. Visible rot and blackened timber where the bathtub previously sat. Area around the leaking spindle shows dark staining and softness. Bathroom Floor & Subfloor Significant wet areas around the corner where the vanity was installed. Rotten timber floor components. Structural weakening due to continuous water absorption. Underfloor Supporting Posts Supporting posts directly beneath the bathroom are wet. However, I do not feel that these reports were given ANY sufficient weight during the assessment process. No responses were given on those findings by HOLLARD. I also requested a further independent assessment, as the leak remains active and structural damage is still visible, I still collect 10 litres of water on a bucket every 2-3 days now. But this was not arranged. The practical impact on my family has been significant. We have been without a functioning bathroom for an extended period and have had to make alternative arrangements for basic daily hygiene while the dispute has been going for 7 months! Based on my personal experience, I have lost confidence in the Hollard's claims handling process and intend to move my insurance elsewhere once the matter is finished. I encourage anyone considering Hollard as an insurer to carefully review the policy wording, particularly the exclusions relating to water damage and gradual escape of liquid, and to research customer claim experiences before making a decision.

Insurance through Commonwealth Bank, I hit a kangaroo on the 2nd of January it is now March. I still haven't heard back from them. I have to keep… Read more

calling them explaining to them, they said your panel beater is on a different system, (there on a old system. not the new system) I don't care I just want my car fixed. My car is unroadworthy. my repairer has sent in the quote and images 3 times. I have proof that I hit the kangaroo – dashcam footage and they still won't accept anything and get back to me! been with this company for over 15 years. Unacceptable and disgraceful. oh and i pay $150 a month for this service.

DO NOT RECOMMEND! Impossible to get your claim excess back once paid. If you make a claim they will refuse to re-insure even though that is the… Read more

whole point of having insurance!! Only made 1 at fault claim in 7 years and a few others where all details were provided and they are now refusing insurance. 100% do not recommend.