Hollard Car Insurance

Total fraud – I made car insurance with woolworths but found out they sold me to Hollard and I only found out when I made a claim on car accident and they blackmail me to pay 1000 dollars extra on top of my access which is already high 2000 dollars otherwise they aren't fixing my car

If our experience is the new norm, Comminsure has thrown customers under a bus. The pattern of reviews indicates Hollards are a poor substitute. Offshore support via almost completely indistinguishable dialogue with support. Why ( during a stressful and challenging time of accident damage) would such a vital role as communicating with customers, … Read more

in easily understandable local language be not considered a priority??

The first claim (no fault) we have had to jump through hoops, ( after confusing online back & forth ,as above) chase up progress and wait an unacceptable time for an approval. Other insurance companies seem to follow an industry standard of 10 days maximum approval turnaround, but Hollards declare a 13 business day time-frame (and counting). (Is this a standard or not??) This company did not even have the biggest and best local repair centre on their books. (Comminsure and we have always used that same business). It's beyond time that Australia stopped hand-balling our crucial businesses to OS companies. That the ACCC outlawed the use of cheap foreign call centres, and legislated to keep those jobs onshore if you want to do business here and take our money. If and when we retrieve our damaged car, as fully and properly repaired, goodbye Hollards. I'll be supporting as local a company as I can, but that's getting harder too. For those who did not know it Hollards are also underwriters of Woolworths Insurance, Australian Seniors and others. Prior to the sell off Comminsure were stellar to deal with for the few claims we had (Home/Contents and Car). There is no valid reason to reward companies that see loyalty as a food source.

Footnote: Why do poor companies on websites have "watchers" paid to hang around fielding complaints ( like here) when the smart and ethical response is to change cultures and reform their 3rd world standards? Surely the repetition of multiple similar failures provides ample evidence enough to act on the internal protocols? Is 'do better' dead? 2nd footnote. AFCA for those who need to escalate.

UPDATE:\ 23/2/26 Despite the watchers here posting prolifically, the callback we were promised by Hollards last week , to occur today, regarding a NO FAULT claim since Februrary 2nd, these lazy profiteers, left us in the lurch again, (business model apparently) so we have to chase up their foreign call centre, to struggle to get a word in or have indistinguishable one way conversations until (if) we get our approval. If there is no result tomorrow, I will bypass these time wasters and seek support form AFCA and Minister responsible,direct.

*We Australian customers should have a big problem with companies in the shadows living off the partner companies good reputations. Hollards should call their companies Hollards. Not Woolworths,Australian Seniors,Comminsure or any of the multiple names in the shop window. We definitely deserve local jobs and local support to the AUD that fills their pockets. At least ASIC is stepping up.

UPDATE: 26/2/26. Star removed due to another broken promise ( made 24/2/26) for yet another misleading offshore call centre employee.A zero star option is more appropriate for companies like this. Hollards outsource assessments of insurance claims. So that's yet another blurred line. You the customer>CBA >HOLLARD>CLAIM>CALL CENTRE (O/S)> ASSESSORS (Unknown location?) No wonder it's such a circus.

Oh what a tangled web......

I have 5 insurance policies with Hollard. Never gave it 2nd thought until I had to make a claim. I was unlucky enough to have a tenants assaulted me and intentionally damaged my house before moving out. The insurance never acknowledged the situation and tried to help. The assessor came out the next day, but the person from Hollard side who was… Read more

supposed to be on a video call was never available, wasting the assessors and me a few hours.

I submitted all my documents, waited over a week, called and it turned out no-one reviewed my documents. When they reviewed it, they requested the SAME documents, looking like they didn't even read my emails.

I called back and never got to speak to the case manager again, always someone else, who all acknowledged that I have sent all the documents but couldn't help progress the claim as "have to be my case manager to do it". Left 3 messages for the case manager to call back, never got a call.

If that's how they treated a customer with 5 policies, stay away!

you mean: i have put in for an insurance claim with cba insurance or hollards. they arranged an assessor who came the next day, and since then, they have ignored my email so i have called them, but have had nothing from them.i think they are deliberately ignoring me in the hope i will give up on it. is this normal insurance company behaviour?

Disgraceful practices by this insurer. For 7 months I've been given misinformation by this company as to what I need for a third party claim (neighbours fence damaged by my car) You just cannot get hold of them. I've emailed - no reply, I've used their website contact form - no reply. I've been on hold up to 2 hours trying to get correct… Read more

information, today it was 1 hour and 40 minutes before I got to speak to someone. That someone gave me different information again! So tired of it. Please use any insurance company at all apart from Hollards

I have had many vehicles insured with Hollards and never gave it a second thought until I had accidental windscreen damage. I own a Tesla, and they would not accept my online quotation (this is how Tesla do their quotes) asking me to prove a proper quote. Tried calling them to resolve this issue but had to wait on hold and eventually gave up. … Read more

I have always paid my insurance and have not made a claim - disappointingly you own learn how poor your insurance is when you need to make a claim. Should have looked at the reviews as they paint a stark picture - once I finally resolve this issue, I will be transferring my insurance policies to someone who understands customer service and loyalty.

I’ve just had one of the most frustrating and disappointing experiences with Hollard Insurance, which Commonwealth Bank refers their clients as their Car Insurance policy writer. I spent over an hour and 10 minutes on the phone — first with a representative named [Name Removed], then with her team leader [Name Removed] — and the whole thing was an… Read more

absolute waste of time and a joke. Hollards train their staff terribly.

I originally made an enquiry online, spend 15-20 min answering all the questions, then received a quote emailed me, and three days later, without any changes to my answers or circumstances. Person I was talking to, [Name Removed], just decided to increase the quote by around $400 annually! [Name Removed] asked me the some same set of questions again, none of my answers changed, yet the price suddenly went up. When I questioned this, [Name Removed] told me it was simply because “the quote is three days old now.” That explanation made no sense whatsoever — it felt like they were just making things up as they went along and didn’t have a clue. Both [Name Removed] and [Name Removed] came across as completely unprofessional and lacked any real understanding of what they were doing and were unable to give any logical answers when they were challenged. I was put on hold by [Name Removed] on three occasions. I genuinely think she was doing that deliberately hoping I would just hang up, and each hold was around 5 minutes long. The call took 1 hour and 13 min which I thought was ridiculous because it was so unproductive and didn’t go anywhere except it just made me realise more how terrible this company is.

To make matters worse, when I asked for a copy of the call recording( which they had confirmed was being recorded) — [Name Removed], the team leader(!) told me they couldn’t provide it and that I’d need to go through Commonwealth Bank to request it. This kind of runaround is unacceptable, especially when the bank is referring customers to them.

I already have another car insurance policy with Hollard that’s due for renewal in two months, and there’s no way I’ll be continuing with them. I strongly advise others to think twice before choosing Hollard Insurance — their service is unprofessional, their pricing practices are unreliable, and they don’t deserve your business.

⚠️Warning ⚠️ Based on my experience if you are unlucky enough to have your car written off with Hollard your experience could be horrendous too. The assesors tried everything possible to ensure the payout figure was as least as possible, ignoring the model of my vehicle, ignoring factory fitted options and using carsales data of incorrect… Read more

vehicles. Long wait times on hold, never being able to get through to the team you need to by direct number and being bounced from department to department resulted in me having to accept the lesser amount ($10k) after waiting 10 weeks after the accident. Despite going through the AFCA complaints process which was also going to take another 10 weeks the stress of not having a vehicle and the ongoing costs meant I had to settle and they won. Learnings - know the fine print even when its hard to find, stamp duties aren't include for example, for me hire cars are only for 14 days and capped despite having a people mover. Make sure your policy has every single factory option clearly defined and then if you vechile is rarer go agreed value.

Absolute nightmare!!! Nobody answers phone calls. Had to hang up and leave for work after waiting on the line for 2 HOURS and 40 Minutes. Just want to cancel a policy. Today, not the first time, normally waited one hour to one and a half hour. If you want to live a bit longer, go with other insurance company.

Poor Customer Service – Very poor customer service. You get to speak to some one after waiting in the line for almost 1 hours. Then when you ask for a supervisor or team leader they purposely make you keep waiting in the queue for so long that you have no other choice but end the call. I had to end the call as I did not get to speak to a team leader or supervisor after… Read more

in the queue for looong. At least they should have the courtesy to say that the supervisor is on the way or busy, instead of keeping us guessing.

I am having my bank account with CBA which I am thinking of transferring to another bank soon. Very poor customer service which is provided by Hollard Car Insurance.

waiting – Our parked car was dented 16 days ago. Her 3rd party Hollard insurance covered it. They employ AAMC to assess the repairs required, which they did and accepted the quote. However Hollard has not authorised. Phone calls unanswered. Finally got through via call back. Found out authorisation had not been sent to repairer.

Terrible.. do not waste your time – Terrible from the start, up to an hour waiting time on the phone, clueless customer service team. Absolutely no communication about my claim… I’ve had a written off car in my driveway for 2 weeks and no payout. Once my claim has been processed I’ll be pulling all my insurances from Hollard and going elsewhere.

Slow communication – Made my claim 23rd of October, and today is the 1st November with no update. No one contacted me so I had to call them and they asked me the same questions that I answered on my claim. Not once did anyone from Hollards call or text me to update me on my claim progress. I had to call them every time to get them to approve my claim, choose a… Read more

mechanic, book in a quote, approve the quote etc.

Update: It took from 23rd Oct to 5th December to get my car to a mechanic to be fixed. I use my car all day for work and this is unacceptable. Now it will be in the work shop for 8 days.

A company that doesn't care – Absolutely do not care about their customers or their staff - they don't care how long the customer has to wait or how much abuse their staff gets from customers - they simply don't care.

Bad experience – Never ever should have comprehensive car insurance with Hollard. I had car insurance & was emergency situation & the customer service made me wait 2-3 hours on road with child because the hold is that long. I am going to lodge formal complaint to ACC & contact law enforcement body today.

Worst insurance ever – Where do I start? Firstly you’re on hold for over an hour each time you try to contact them, the fact that I have to chase them up even though the accident wasn’t my fault. To top it off they wouldn’t fix my vehicle because their suppliers didn’t have the parts needed in their network. I found the parts in less than 30secs online. Then they agree… Read more

to pay you out but nothing happens and you can’t get hold of them to chase up your payout. Disgusting!!!!

Discusting – I had a brick thrown through my Toyota corolla window and was told I wasn't covered. This was terrible as I have never missed a insurance pay ment my hole life! I think this company is run by Gen Z and they don't care about us at all!!! I run a hair salon and don't have all day to put up with people who don't beleave me!!!

Unbelievable response – I had a car accident where I collided with a kangaroo. The claim was straightforward until Seniors Insurance (underwritten by Hollard Insurance) made a determination that part of my claim was not due to the accident. Their claim was that the thermostat had a long term leak that was not as a result of the accident and the assessor claimed my… Read more

vehicle had not been looked after because it had not been serviced for over 12 months. I don't even know where he got that information from.

In any event, I provided written evidence from the Audi dealer, who also services my car, that the vehicle had had every service and was serviced only 8 weeks prior to the accident and the car was in perfect running order, and that no leak had been detected. In addition I KNOW there was no leak before the collision and I have never had to top up any fluid, ever, period.

In spite of this, Hollard's refused to acknowledge any of my evidence, just relying on the word of their assessor.

A review by an independent mechanic suggested that the seals in the thermostat could have dried up during almost 4 months sitting at the repairer's. This same mechanic identified a number of issues where the repairer had not completed the repairs to an acceptable level. This included, among other things, that the radiator not been tied in correctly. I have video to show this.

As I needed the car to drive 130km for major surgery to have an organ removed due to an agressive cancer diagnosis, and that I was advised the car was unsafe to drive, Hollard agreed to rent a car for me for 7 days.

However on finding out that the cost of the insurance excess would be $1,600 and there were things that were not covered by the policy, I declined the offer. Luckily, I was able to get my car repaired on a day's notice by an understanding mechanic.

There is more to this story, but to summarise, I have been through their appeal process for the thermostat. It's a waste of time, they don't listen. That repair cost me $1,200.

As for the incomplete repairs, that cost me a further $350. Again they wiped their hands of that one, even though the rental they offered would have cost them more.

I had a message left on my phone to say that they had sent me an email declining my request for reimbursement of the $350 because it wasn't related to the accident or the repair and they had offered the rental because of hardship! I have never received this said email. I have requested a copy but still have nothing.

I am perplexed as to the heartless nature of this organisation's decision making process and the people behind it.

Zero stars, terrible – One of the most frustrating and tiresome experiences of my life. Communication was terrible and the process of receiving information about my claim was extremely difficult and needlessly complicated. They made mistakes, which were only corrected after numerous phone calls on my behalf. I wouldn’t recommend this insurance to my worst enemy.

Incredibly frustrating – Absoluitely useless, the only thing they are good at is wasting my time and money on hold. No follow up, no email confirmations, no service AT ALL.

DO NOT INSURE WITH HOLLARD INSURANCE (Everyday Insurance Woolworths) – I DO NOT RECOMMEND HOLLARD INSURANCE TO ANYONE!!!! 3 weeks ago my car was stolen, I reported to Police followed by Hollard insurance, the first phone call was around 2 hours on a Saturday. Police called the following day to advise my car had been found completely burnt out. I called Hollard on Sunday, as I had an "existing claim" a generated… Read more

response advised I would need to call back during business hours, the call was then terminated. I called back on the Monday at 12:00pm, this phone call was 4 hours!!! I spoke to a lady named [Name Removed] from the total loss team who advised they would need to arrange a tow truck to retrieve my car and take it to their salvage yard. I was put on hold while she called the tow company who refused to pick my car up. [Name Removed] advised she would need to put the job out to a national transport company to find an alternative tow company to retrieve my car. I was told that because my car had been found I was not eligible for a hire car whilst my claim was being processed, I expressed my dissatisfaction and [Name Removed] spoke to her manager who then approved a hire car for 14 days. I was told that I would be required to pay $1000 excess because they person/s responsible for stealing my car had not been identified by the Police. I was also told that as I pay my premiums monthly I would have to pay 6 months premiums up to July 2024. I expressed my frustration with the lengthy 4 hour phone call and [Name Removed] advised she would provide me with regular updates every few days, this did not occur. I called again a week later, on hold again for 1.5 hours and then told that my car had still not been retrieved so the assessor was not able to start processing my claim. I asked for the call to be transferred to someone I could escalate my matter to as by now I was not happy with the lack of progress and no communication. The lady I was speaking with said she could not transfer my call and would lodge an online complaint which would take up to 5 business days for the complaint team to reach out to me. Guess what, no one from the complaints team has contacted me. I lodged my own online complaint and the following day received an email from [Name Removed] asking me to call back or respond via email if I needed the hire car to continue. I responded via email and surprise surprise no response! I had to call again to have the hire car extended, it was extended by 6 days. In this same phone call the lady advised that my car was still in the same place police found it 3 weeks ago and they had asked the tow company to take photos for them. I asked for a phone call with an update on Friday, the lady said she would arrange this, again no phone call or email update. To sum it all up very dissatisfied, no follow through from call centre staff, no concern to have my claim processed and want to continue to charge me monthly premiums and an excess of $1000. This is absurd, I am a victim of crime and this has been a very difficult time. Hollard Insurance has made this so much worse with their complete incompetency. I wish I had read their reviews a long time ago, it is quite concerning that so many people have such negative experiences whilst dealing with Hollard. To top it off I left a comment of my negative experience on the Everyday Insurance (hollard insurance) facebook page and within minutes it was deleted. I note that all negative feedback has been hidden which is very deceiving and poor business practice. I am in the process of lodging a complaint with AFCA - Australian Financial Complaints Authority to investigate and will also be going to A Current Affair. the people who have suffered emotionally and financially by this dodgy insurer need to have a voice and Hollard need to be exposed.

WORST EXPERIENCE – I have called the claims department at least 8 times 4 of them being today and every time i am put on hold transferred and told i will be helped. i have been hung up 3 times today, promised a call back last week and to date have heard nothing. i have never ever experienced such unprofessionalism and difficulty when dealing with any call centre as… Read more

i have with HOLLARD INSURANCE and that is saying a lot! I will be taking this matter further i have paid a lot for a service with absolutely nothing returned but grief and stress. My car was stolen 4 weeks ago i have not heard back from anyone, i have not been given an ETA on a payout i have sent a formal complaint to them also and have heard nothing. Please who ever is thinking of insuring with this company DO NOT DO IT.

The absolute worst – Truly atrocious business practices. They will ignore you and ignore you and hope you just go away. I’m yet to hear of any instances where someone has made a successful claim through them. I will absolutely be speaking to my lawyer. Reporting them too for failing to provide the services I’ve paid for.

the worst insurance company – Hollard insurance is the worst insurance company in Australia, we do not know why the Australian Gov let this company operating in Australia. They are liars, they do not do their job. we have spent more than 20 hours (in total) just for talking to them but nothing has been solved. Each team member gave us different answer. The only thing we got from this company is disappointment and anger.

Seniors Insurance - fobbed off to Hollard - – I purchased from Seniors Card insurance - but foond its actually fobbed off to Hollard.. Tried for three days to get a response from them - waited 45 min on phone only to have it drop out - twice No answer to emails ? I have a policy - made a claim in July - was told to take it for a quote - done - then to take it to the repairer - but as they… Read more

can't contact Hollard and they don't have a authority to start - it won't be worked on. Just wait - so 4 months on - still no repairs Update 1: October Did receive a response after I posted this review - but it was as lame as the experience Told me to leave a detailed complaint on special email address - to which I received an automated response Thank you for contacting us on 11 October 2023, I am investigating the concerns you've raised. “I'll get back to you with an update on my investigation within at least 10 business days. Where possible, we aim to resolve your complaint within 5 business days, however, we may take up to 30 days to provide a final response” Yep that’s a lovely response Update 2: November Never heard from Hollard again - but car repairer rang and car is finally now fixed

The worst insurance company on the market so far! – Everything will go very smoothly until you have to log a claim. The whole claim department will just ignored you like your policy never existed. The resolution and complaint department only took feedback verbally then send you right back to the claim department which you could never get a hold with. The phone line is always too busy making you… Read more

waiting on the phone with their annoying music for more than an hour. Then after waiting an hour on the phone you will be connected to an irresponsible staff who will just tell you that there’s nothing to be worried about and that someone else will be contacting you very shortly to resolve your issues. Then guess what? You’ll of course be ignored again for the next 3 weeks until you call them up to chase the matter again, then again and again,…..

!! If I Could Give 0 Stars I Would !! – Absolutely the worst insurance experience! After filling in all claim information and attaching all relevant documents. They then spent weeks asking us to re-send documents we had already sent. FINALLY, they agreed on a payout $1800. We then heard NOTHING for weeks. We spend hours on hold many times to be told they are quite busy at-the-moment!… Read more

They then sent us an email saying they were going to pay us and asked for our bank details (AGAIN)! after we had already sent them. Soooo, we sent them again and now it has been two weeks with NO PAYOUT! We have since placed a complaint with AFCA. Within an hour of contacting AFCA, AFCA were all over it! I urge those who have had issues with this company to do the same. They seem to stall in the hopes you may get frustrated and forget about it.

Awful company. Go with ANY other insurer – Placed a claim for a not at fault accident. Similar to every other reviewer, have received nothing but run around and excuses. Have had to spend hours on the phone and we are always assured that the payment will arrive within a certain number of days, but it never does. Attempted to speak with their complaints department after almost 8 weeks… Read more

attempting to get payment, but they advised us it 'wasn't their department' and stated they would let the claims team know we rang again and we might hear back from claims. Refused to provide a timeframe or follow up at all. Truly corrupt. They will make every excuse and delay not to make a payment, even once they have approved it.

The worst company!!! – Don’t waste your time with this fraudulent company!!!!! No contact, no service, liars, and make excuses to not pay you. I made a comprehensive car claim on 31/7/23 for a not at fault accident. Was told I would be contacted by an assessor, I made a follow up call on 7/8/23 and was told it will take 3-5 days to review the quotes and someone would be… Read more

in contact. I then got a text message on 10/8/23 to say someone will be in contact within 5 business days. Not contact. I called on 21/8/23 to follow up again and was told someone will call by the end of the week. No contact. I called on 25/8/23 and asked for a call back and no one called back! I then called on 28/8/23 and was told they are still waiting for quotes and assessor will call me when it’s received. I then finally got a call on 1/9/23 by assessor (Darrel) who confirmed it was a total loss and he advised me to ring total loss team to push for my payment. I then rang again on 4/9/23 and was told I would be paid between 5-10 business days, I was sent the email which asked for my details and sent it straight away on the 4/9/23. Waited 10 business days and still no payment! I have been on hold for hours, I’ve also sent emails that no one has responded to, I have contacted the complaints department and no response from them either. I’m honestly disgusted in the lack of service. I then rang again on 18/9/23 and they said the last person didn’t put the payment through, was sent an email saying the payment would come through in 2-5 business days, waited 5 business days and no payment! Rang again on 25/9/23 after being on hold all day! They told me the payment was rejected and they didn’t know why and would ring me the next morning to confirm the payment will go through in 48hrs. No phone call and no payment again! Called again today and on hold for hours to be told they don’t know why it hasn’t gone through. Don’t waste your time with this fraudulent company! They are liars and will take your money and waste your time! I’m telling everyone I know to never use Hollard insurance and now contacting a lawyer.

Appalling Customer Service – Waiting for over an hour each time I had to call for a not at fault accident is not acceptable. On one occasion it was 2 hours. Never received any response to any emails I sent. Will never deal with this insurance company again.

DONT USE COMMBANK INSURANCE UNDER HOLLARD – Have an ongoing not at fault claim. Staff cant speak English well for a telephone service. Lost details of the claim i had given. Wanted to reassess the vehicle and get a cheaper repair for the OTHER insurer. Wait time to repair car is 3 months. Send text messages telling you they will call AFTER they call on purpose - clearly to save themselves… Read more

time at the call center. Would never insure under them again. $5000 in premiums and this rubbish for a not at fault claim.

Very poor service, never able to speak with the same operator twice, lowered the insured value of my vehicle and charged higher premiums without notification.

Stopped at an intersection and was hit by another car. I was deemed to be at fault because I had stopped.