- Verified customer
Stay away !!!
I had two policies with Hollard.
2. Home and Contents
After a few years having these policies with the Hollard, I logged in to the portal to check my policies and surprised to see that my Home and Contents policy status "Lapsed". I suddenly called the Insurance company asking details. The support person checked and explained that the underwriters raised concern about the suburb and didn't allow to renew the policy.
It is ok for an insurance company not to renew the policy, but it has to be informed. I had not informed about it,...and I was under the impression that I was still covered. The support person was unable to give me an explanation of why they didn't inform me about this. This behaviour from the Insurance provider is unfair; they should learn to respect the customers. If I had not logged in to the portal to check my policies, I would never find this, and if any issues happen at my home, I am not covered. I cancelled my Landlord policy from Hollard and moved to another insurance provider along with home and contents insurance.
Still no service
First my claim was knocked back in April. Went through the dispute resolution process. Now I cannot get any service at all.
I put in quotes some time ago. No response. Work was supposed to start last week but of course can't because there is no response from Hollards.
Absolutely dreadful service.
Ps...now I have received an email to say not to use the email address provided, but to call them.
First, they often don't answer the phone when you call. Second, what is wrong with the people in this organisation that they cannot answer an email? Could it be that they do not want to commit to anything in writing?
Terrible handling Claims
Made a claim in July for water in the house. Initially they were responsive. Had tradespeople out to quote. From there all downhill. They would call during work hours so couldn’t always take the call. I’d call back to be out on hold every time. Asked to leave number which I did. Eventually they emailed to say claim had been rejected. This was 6weeks after damage. Said they’d send another email to explain why. That was 2 weeks ago. So, 8 weeks, no claim, no explanation, house still susceptible to water damage as there’s still no report either.
This company is shonky and appalling
My husband has faithfully paid his money to Hollard Insurance for years and when he tried to claim on his landlord insurance for lost rent and damage it was rejected. The real estate company acting for my husband can’t understand why, because the legal paperwork for the rental property is standard practice in Western Australia. The claims officers don’t return phone calls or respond to emails and the process has dragged on for almost five months with no response, never mind resolution.
They have left us no choice but to follow the formal complaints process, and if that is as futile as the rest of this shonky company, we will pursue this through the Ombudsman.
Avoid this company like the plague.
This company is the bottom of the garbage heap
For goodness sake - NEVER have anything to do with an Insurance Company associated with Hollard, especially REAL Insurance They ripped me off over $1500, and refused point blank to explain why the payout for my claim was so low . They had no hesitation in putting my premium up though!! These people are arrogant, ignorant and totally heartless. As a semi disabled widowed pensioner with severe asthma, they've made the past four months an absolute living hell. They NEVER reply to emails, and make you wait up to an hour to answer you if you phone. They're well trained in the art of brush-off, but they won't get another cent out of me.
I hope the comments in this site will suffice to warn people to stay well clear.
Trying to dodge claim after 2 electricians said my solar was hit by lightning
Not good value if you cant make claim. I have lodged a claim it takes hours to get claims dept they are rude about 5 years I would not recommend to my worst enemy. Seniors insurance is no help they just switch you to hollard insurance where you wait for hours to answer hoping you go away.
Hollard are a bunch of rogues
I would never recommend this Company, ever. They were the worst insurance company that I have ever dealt with. They tell you one thing and then do the exact opposite. They are good at taking my money however when you make a claim they do their best not to pay or for that matter, they won't even talk to you. Never have I dealt with a company. I got the same insurance and saved $300 a year with another Company. Don't deal with this Company.
BEWARE of Hollards,
in our opinion they are not reputable. Our landlord policy claim is now four months old and we get nowhere with the claims dept. I wish we had read these reviews before accepting our brokers recommendation and opting for this outfit. Insurance it is not.
we called to put a accidental claim through which said we were covered on our policy the consultant put it through as storm damage as the builders next door poured concrete down our drain which we were unaware of until we had a storm that flooded our garage so now they have denied the claim as the consultant put it through as and than tried to tell me that we weren't covered for accidental damage when i pointed out that on my policy its ticked they said well it a maintenance issue we dont cover that. I'm sorry concrete down the drain is a maint...enance issue since when i didnt put it there the consultant kept talking over the top of me and cutting me off i raised my voice and told him to stop cutting me off and listen to me and he told me not to be RUDE when he wouldnt let me speak, STAY AWAY CANCELLED POLICIES IF YOU HAVE ANY, im still stuck with the repair but ill find someone else to go through that is not a bunch of thieves
- Verified customer
Terrible, every effort is made to not pay out
I have been with this company for 3 years. I had a claim regarding my landlord insurance and structural damage. They put every effort into delaying claims and finding various reasons not to pay. It's a very stressful process and prepare to go against devious lawyers. Be very aware of the their policy and the contents and wording as it's misleading . For example ' poor housekeeping is not covered unless structural damage has occurred' because this caveat is under malicious acts by tennents they want you to prove 'malicious damage' and not 'poor housekeeping'.
Proving malicious damage is completely different to poor house keeping and is difficult to do. Devious and misleading company.
Been with them for ages happy to take money gettinga claim through is like pulling teeth 3 claims 1 cheap one approved 2 expensive claims declined
Stay away from them
AVOID THIS INSURER
This company has substandard customer service, did not respond to my claims email communication at any stage in claims processes. I had to repeatedly telephone to instigate contact and get info. After this they rejected even the most basic of claims and did not supply dispute documents as promised over the phone. I was a good customer for 10 years, paying over $12,000 total premiums with NO claims and treated pathetically when I made the most minimal claims after water damage then home burglary ( 2 separate claims) AVOID THIS COMPANY
Real Insurance and Holland insurance very unfair
I have been with Real Insurance for over 10 years, I even did a tv commercial for these guys - everything was good until I had to make a claim. They were very slow to react (NEVER CALLED TO ASSIST IN CLEAN UP)- they hardly ever communicate with you unless you demand a call back. If you call them it will be at least a 1 hour call. They send Kiwi builders to assess the damage and they ask questions about the difference of building materials in Australia. They promise reports will be done and forwarded in 5 days (this normally takes 3 weeks). The...n they look for any little loop hole to get out of paying and dragging it out. I called to cancel my policy and they said they would fix the problem but they came back with more excuses. The problem is Holland and they are the Insurer for many other names, so check who the insurer is before you commit to your Home and Contents with Woolworths or Australian Seniors. Yes they are cheap but you need to read there fine print and what they don't include.
Don't argue just report to AFCA
Worst experience of my life with this company. 6 months since damage and I still have a child sleeping on a mattress on the floor. Their dirty tactic is to draw the job out as long as possible then offer to cash settle significantly less then repair value.
I have reported to AFCA and I suggest not arguing with the company and report straight away.
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.
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
Your company is disgraceful, I keep seeing glib, sickly sweet, fake responses feigning interest and customer service integrity on this page. BUT, Its only to acknowledge a positive comnent, OR ... try to mask the POOR customer service AND POOR adherence to insurance integrity. I had multiple attempts via email and hours on phone trying to chase and resolve the most low value dollar issues despite my long and loyal, all premiums paid, no claim history..... to no avail. Be ASSURED I would USE A DIFFERENT COMPANY. (Wish I could get the offer of a "private" message or call... apparently 10 years of premiums doesn't earn this LOL... )
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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