Most disgusting service, in fact complete lack of service.
We had some things stolen from our house over 1 month ago and have not heard a word from our insurers Woolworths (undersigned by Hollards) since the initial reporting. In fact when we did a follow up phone call and actually got through to someone they told us they were waiting for more information from us... apparently we are supposed to be mind readers as no one ever contacted us requesting the said information. Other times when we call up we end up waiting for over an hour on hold to only be disconnected from their end. Absolutely frustrating...and I agree with other... they are the cheapest for a reason and while I hope I never have to make a claim again, I will definitely be using another insurer in future. So Hollard/Woolworths I am begging you for an update on my claim! I have emailed Woolworths twice and the only response I've had is an automated response on the 19th of January saying they will respond within 5 business days... apparently they don't know how to count either.
Like most insurance companies
Happy to take your premiums but do not want to assist when a claim is made. We had an extreme weather events in November 2019 which we suffered water inundation to our home. Assessor would only allow a cosmetic solution to the stained ceilings and walls. No investigation as to whether there was any other water damage under the roof. To do this the roof has to be lifted for thorough investigation. The insurance company has refused to do this. If I am responsible for this I am happy to pay but I not happy to pay for any water damage that is ident...ified on lifting the roof. I pride myself in having a secure and well maintained home. Another reason for doing a thorough investigation is to solve the problem of water penetration so no further damage occurs. Most insurance companies take steps to secure the damaged area so no further events will increase the damage. Since November we have had another rain event where water has penetrated our home. Like I said if I am responsible happy to pay but until we have the full facts and no action to prevent further damage I take the view this insurance company should not be allowed to trade and I want others to know caveat emptor.
I Can't understand the negativity
My wife and i were involved in an accident few days ago. Our car ended up in the water after i suffered a medical episode. Woolworths Insurance operator was amazing and her number one priority was my health from the moment i called her. I wasn't treated as some number but a person which she showed compassion. She kept me calm and i felt as if i was talking to a 000 emergency operator. Then days later, i received a phone call from Judy H at Woolworths Insurance....... i was still struggling with what happened and she also showed nothing but com...passion and updated me with the situation of my claim and the process of what will happen with my car. She also was so lovely and caring which later emailed me contact information for counselling service available as i was a woolworths insurance customer. She gave me hope in humanity again. So i don't get all these poor reviews. I have my car, House and contents, and Pet insurance with Woolworths and couldn't be happier.
I will never go to anyone who disperses through Hollard insurance again
I was driven off the road - and included contact information for the police officer. The police officer got the other parties information from my photos as the person hit and run me.
All i got were text messages telling me to book with a local company - AND HOW MUCH I HAD TO PAY
This claim was someone else's fault.
Nobody got back to my emails for ages, then they demanded i fill out all the other parties information (as they had not read this was with the officer, who had requested they contact him) and I have lost the officers informatio...n. Constantly called at horrible times, just kept telling me to pay and drive to the claim place (nothing else) Sent me a threat about closing my claim, i replied same day, its now been 2 weeks, they haven't responded, and have closed my claim. Disgusting service, and as soon as my insurance is up I will be moving to another company and will never use Real or Hollard again.
stay away to avoid disappointment
Get real about REAL insurance (trading name of the Hollard Insurance Company)! The fact they disbanded their loyalty division speaks volumes of the company. I've been with them for 8 years. Received a renewal for the landlord insurance for next year with the premium jumping by 88% (from $226.42 to$425.99). The company (customer service) refused to budge. Don't bother with their internal resolution team with the predicted outcome not in your favour.
Inconveniencing us because they can
Update 3: claims/total loss case manager refused to transfer my call to a supervisor when requested, then denied she was refusing to do so. Every time I speak to them I'm told something different. From the start I've been told they would contact the other insurance company on our behalf, now they claim that this is not true. It seems she also lied when I asked if there was a complaint department--I've found a complaints process with contact information despite her claiming there was no complaints department.
She was very condescending and tri...ed to tell me I didn't understand the process when I explained that I'd been provided conflicting information each call. They still have the wrong address despite us changing it when we moved and then asking for it to be changed at the start of this process when they revealed it was wrong! Worse than useless! ***** (They don't have their car insurance branch up for review)...Had another vehicle rear end me at the start of May. Other party at fault but our insurance (Real underwritten by Hollard) said that they'd contact the other insurer etc but we could make the claim online. Did the claim and didn't hear from them for over a week. All we got was a text saying we had to get a quote from a place that is *38km* away from where we live! Never able to contact as we both work-- partner was left on hold for a long time today and had to hang up.
Beware! totally lacking empathy and would do anything they could get away with
Extremely unhappy with the car insurance claim process. Had an extensive damage to the car - I would not be feeling safe at all even if their repairer claimed they could fix it safely (costing about half the insured value). Asked Hollard / Woolworths insurance to pay me the cash instead (about half the insured value - same as the repairs cost, instead of paying their preferred repairer...), but they refused. Raised a complaint which they say in their PDS they would resolve within 15 days. Also asked them not proceed with the repair (which they ...agreed) until the issue is resolved. In a matter of few working hours, they called back saying repairs had "almost finished" and too expensive for them to undo the repairs!!! Even after a month, they would not confirm if the car repair was "finished" since it was "almost finished" in a few hours from when I asked them to hold off. Their 15 days period per PDS, passed by without any response on the complaint - their update in effect was that although they say 15 days, legally they can get away for 45 days - so they were in fact happy to issue misleading PDS evidently with no intention to deliver on their promise!!! Still waiting to hear back from the staff in the complaints department who spoke to me in the morning of 18th April and promised to provide update / resolution by end of the day. Such a lack of empathy and don't care attitude to customer service... #Hollard #Hollardinsurance #Woolworths #woolworthsinsurance #carinsurance #AFCA #ASIC #bradbanducci Update after I copied their CEO: Finally got formal response - ignored all of the issues raised in the complaint and basically stated that they don't care because they believe they could get away legally with their terrible service
It's a Nightmare with holllard insurance company
The Nightmare continues with Holllard insurance company. I put the claims back in November 2017.
The hollard insurance company make out the you are negotiation and not to pay you out that's all.
My claims was water damage by laundry hose to my washing machine. That's when its came nightmare to me. Hollard insurance company make false reports to the FOS over my claims
The FOS want my way in my claim, hollard insurance company didn't win.
Hollard insurance company and greenstone insurance company.
This is the biggest scam in Australia by ...
Policy through Australian Seniors Ins Agency. Underwritten by Hollard. Hollards claims department unreliable. Put in a claim and had no problem dealing with Hollard Claim Central. Its the claims dept, staff hopeless and don't follow up on what they promise. Wait time on phone hopeless. Bye Bye ASIA and will make sure whoever I use next wont be underwritten by Hollard.
DO NOT USE WOOLWORTHS INSURANCE
It is cheap for a reason! Their customer service is terrible, they don’t call back when they say they will. If you need a claim they will do everything they can not to pay. My house was damaged from a storm and all they can say is that it is caused by gradual deterioration which is an absolute joke. Please don’t make the mistake I did, spend the extra dollars and go with the RAC
Don't care about the people
Has taken 8months and still going to find out who is at fault but i have sent them a video which clearly shows what's happened definitely taking my money else where.
February 8th 2018 Update: Take too long
It’s been 16 months and my car still ain’t fixed the fuel gauge keeps beeping saying it’s empty after accident but it’s not empty can’t drive it anywhere because of the constant beep and the panel shop has sent in a request to get it approved back in October 2017 and no response no phone call back no nothing, they are so slow in trying to resolve things they do not think about the people and how this will impact there life. Half the car has been fixed and the other not.
Had a house fire 5 months ago, has been a nightmare dealing with hollard. Very unprofessional. 3 builder's reports to fix property all over $400000 , they offer $153000 . Refused the offer and have had min contact from them since . Going to the ombudsman now .
Unfortunately a tree hit our house in June and we have been dealing with Hollard who are our insurers (for woollies).
I don't really know were to begin but it's only been 5 weeks or so since the incident and it's been an absolute nightmare, they really are a disgraceful company to deal with.
They farm out the grunt work to a company called claims central who are pretty much a call centre with no real authority to make decisions and a communication system that causes absolute chaos.
They sent out experts to resolve the damp issues an...d despite mould growing on the walls, water seeping through the walls, and moisture readings off the charts (6 x higher than normal) they continue to ignore or tackle the root cause (half a days full of water in the walls). To make maters worse the experts on the ground recommended that we go back into a hotel until the issues are fixed but after countless promised call backs that never materialised we have just been told that some person that has never stepped foot in the property has over ruled it and now we have no choice but to sleep in a room full of mould. All of the tradies they have appointed to date have been shocking, holes ripped in the roof, our electricity not restored to its previous state, it really is no surprise to come across these kind of similar reviews.
Waste of money
Took ages to receive a report back that was to 1 builders opinion. I ended up having to pay for repairs myself. Later discovering once the damage was exposed, that what the assessor/builder believed the problem was (wich voided our claim) had nothing to do what caused the problem.
Very unprofessional and untrustworthy.
Take your money, refuse claims.
A great policy until you have a claim.
Then you get the run around. Said they could not contact.
Said they sent emails. Claim they had wrong email address. No problem sending email renewals and other information.
Have Landlords Policy, tenant trashed house, animals the whole bit. awaiting still for rejection information, 3 phone calls and 3 emails and 4+ weeks.
They just don't want to pay and I think this is a process to frustrate the customer so they give up.
Off to Fair Trading and the regulatory bodies.
Give Real Insurance/Hollards a miss.
Once Again, No Claim Acceptance.
Last episode, further investigation gave me a small amount for damage the company did to my contents,1, 960. This time, water flooded downstairs, laundry and garage. What was different was, I had a good assessor, not a lazy one. He climbed in behind house, under the verandah as well. Had a good look at laundry and damage done to wall downstairs in office. Some advise was given, I acted upon it straightaway. The plumber came and hopefully fixed the problem. The assessor, person taking photos came. 2 or 3 weeks after the event. Again photos lost ...because of problems with phone. So, the photos had to be taken another week later. This is useless!!! The insurance company, Hollard, should not have Real Insurance attached to it. They only work Monday-Friday, 8-5. Again they are not paying the claim. My argument is that damage done in the first place, could have been prevented the second time, had I had an assessor who did his job and let me know what needed to be done. I have never done anything like this before these 2 happenings, if I could help someone else, prevent same mistakes happening to others I would be happy. Thank you! Sonja
Hollard is Woolworths Home Contents Insurance DO NOT BUY
Woolworths Insurance has been slow moving, and not proactive at all. I have had to call the majority of the time to get updates on my claim and most of the time the answer is effectively "I don't know". I am powerless and apparently they are too even when dealing with their own contractors. I do not feel someone is working doggedly on this on my behalf. There doesn't appear to be a plan to remedy the issues in my claim and it doesn't feel like someone is working doggedly to get answers. It was a huge mistake trusting Woolworths with my Home Contents Insurance. Never again!
Also in the majority of cases they want to give you vouchers instead of cash to pay out your claim! AVOID!
Questions & Answers
Why is it when you ring to enquire about a claim you always go on hold for more than a hour and nobody ever answers and you can try at any time of the day and it's all ways the same thing
Sorry that you are having difficulties getting through to our claims team. Can you please send us your details in a private message and i can get someone to give you a call? Thanks, Angela
Wow...it really depends on who you deal with at Hollard insurance. I thought that things were being finalized after 4 months. Now I have to deal with another customer service rep who seems to be going against everything that I have been told before and have in email. Information, model #s etc of water damaged electrical items were sent through by restoration guys in December. I was told that JB hi fi would replace these soon. Now a different person is asking for model numbers, again!!! Do they lose information there?
Someone is supposed to fix water damaged wooden furniture. Some items had to be thrown away. They want to give me less money for an item and now are asking for receipts...which of course I don't have after buying this furniture a while ago. I guess new for old is not true at all.
Be very careful. Things are dragged out and then you can be told totally different information.
Good luck with your claim. They will run you ragged hoping you will go away. Don't fall for this trap keep persisting with your claim and if need go to the ombudsman.
Thanks for that. It's very clear from the lack of communication that they just want u to go away. Unless u chase them up u get nothing.
Hi Kylie, we are sorry to hear that you are having a difficult claims experience. Please private message us with your policy details and we can look into it for you.
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