Hollard Home and Contents Insurance

Avoid at all costs Comminsure for Hollards. Totally disgraceful. If I could give Hollards no stars I would. Hollards lied and denied a storm damage claim in 2017. I am battling them over this claim chandeliers fell out of the ceilings. Holes in rhe ceilings for over 9 years and wavy water da.aged ceiling on both floors of a double storey. Totally… Read more

unacceptable. I will asking the ACCC to prosecute Hollards and the Assessor in my case. I will lodge a complaint to ASIC, the Insurance Coincil of Australia and the Australian Financial Complaints Authority as well for this misleading and deceptive conduct. This is fraudulant. I paid my premium and they breached their contract and duty of care to me.

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 tenant assaulted me and intentionally damaged my house before moving out. The insurance never acknowledged the situation or 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!

I am ringing them since Sunday that my home is not liveable after storm, If they can book accommodation. They haven't done anything. Always making excuses that out team will call. Not even single call till morning. I burst out on my 4th call then they offered me accommodation that was not good enough. lots of communication gap in their internal team. I regret that I had home insurance with them

I was with CommInsure for many years. Then Commonwealth Bank sold CommInsure to Hollard. It was THE WORST decision CBA made. Hollard is terrible. Hollard sent notification to me one and a half months before the insurance renewal due date. I called… Read more

them on the phone and asked for the insurance policy to be terminated because I have started a new insurance policy with another company. Their answer is, "No, we do not process cancellations more than 2 weeks before the renewal date. Call us again when the time comes." I wanted to shout, "WHY? It's so difficult to get through to you on your support phone, and I am speaking to you right now, and I have all the information ready. WHY CAN'T YOU DO IT NOW?" But they have hung up.

Glass replacement insurance ☆☆☆☆☆ – Had the front window damaged by a rock and had window cover with Hollards, issue with O'Brien's glass as they are not able to supply and install for my Tesla M3LR. Spoke to Hollards and I had to organise the quote and install dirrect with Tesla which wasn't to much hassle and paid for it myself and put the invoice in and paid within a day so was… Read more ·  1

an easy process. Reading some of the reviews was concerning however my experience was good and recommend adding glass breakage insurance as it was worth it $1640 to replace and wasn't Hollards problem O'Brien's couldn't do the replacement. Thanks Hollards - appreciate the quick resolve and reimbursement.☆☆☆☆☆

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… Read more ·  1

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 compassion 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.

Amazing Service – I dealt with a lovely gentleman with an English accent called Liam. He was incredibly helpful and understanding and made my experience with Hollard very pleasant. Very pleased and proud to say I use Hollard for my insurance. Thank you.  Show details

Absolutely disgusting customer service. Whatever you do, do not go with Hollard. I've had TWO separate incidents with them, and each time the service has been absolutely terrible. They don't respond to emails, so don't even bother ever emailing, and when you speak to a representative on the phone you get conflicting, confusing information.… Read more

Appalling. Pay extra to go elsewhere if you can, but whatever you do, do not ever get any type of insurance through CBA/Hollard.

Despite trying MANY times to contact them by phone and email, and writing complaints, they still are not progressing a claim made by their client (my renter) who partly demolished the garage with their car. Terrible company.

I wish I had read all the reviews before I took out a policy with them. Absolutely worst experience, unprofessional, no one gets back to you and their policy is filled with so many loopholes why they will not cover you. Avoid, Run, don’t go there

This company is fraudulant and evil. Do not insure with them. Do not give them a cent of your money. 1 google will tell you they are being sued by ASIC.If minus 0 stars was an option I would givw it.

RUN!!!! They are an awful company! They don't give a d^mn and will do anything they can to get out of whatever they can in a claim. We had two trees fall on our house during a storm. We now have mould growing in our ceiling and water damaged ceilings they are claiming was like that before. The repair on the roof was ugly, wrong tile colour used.… Read more

same for the gutters. The roof was still leaking we had to pay for someone to complete the repair and the gutters they were replaced were patchwork bits and pieces that don't seal properly or match the other gutters right so they leak as well. Their repairman replaced a tile with a hole in it so we had more leaking in a new spot and ceiling damage and they just wipe their hands of all of this! Their is a reason they had such a bad rating. I'm so mad! This is going to cost us thousand possibly 10s of thousands to get fixed. I've have taken it to the ombudsman and even without outside reports from qualified people stating the damage is due to the storm and the poor repairs and they still say they don't believe it was from the storm based on the dodgy reports their team wrote up! This has cause so much stress and inconvenience I can't even tell you! Hollards you are going to go under! You are the worst! I would rate 0 stars if I could!

Hollard handled a claim on behalf of their insured client. We were the injured party in the claim. Hollard handled it in an adversarial and misleading way — minimising permanent damage as “cosmetic” and telling us AFCA had no jurisdiction. We accepted settlement, but their conduct was unprofessional and stressful.

Pathetic, ridiculous and for Ever making Errors! Customer service staff are not trained properly!!! Team leaders should be called "call avoidance consultants!!! Im not racist but certain nationalities that are put on the inbound call centre calls DO NOT LISTEN!!! THEY JUST TALK AND TALK AND TALK ABOUT THINGS THAT ARE NOT RELATED TO THE ENQUIRY!!!… Read more

IM SICK OF HOLLARDS!!!

They make you repeat yourself over and over again, instead of fixing their mistake and offering compensation for constantly making Errors!

They are using out of date flood maps to provide quotes / denying cover. The updated flood maps showing no flood risk are freely available from the relevant authorities and Council.

Most frustrating service ever. Our claim has been approved then not approved then harassing the contractor and questioning their judgement. Most certainly going to find a better provider after this! Very easy to take our payment every month perhaps we stop paying until it gets sorted.

The most disgusting, lying, grubby people out. My claim has been going on since March, they are continuously lying and back tracking and now have taken back on their payment agreement to me. My partner is extremely ill and they don’t care and told me that I will need to pay for my own electrician etc. They are morally corrupt and corrupt in their… Read more

dealings and business ethics. I am at the brink of ending my life over this and they just don’t care. They torture people so that they just give up in the end. How these grubs sleep at night is amazing. I only hope someone makes them and their loved ones suffer and karma will come for them all. Please do not waste your money on these things. Go elsewhere, they are the lowest of low.

I have been insured with Hollards for 20 plus years for car insurance and at times house and contents insurance. I made my third claim in all these years recently and it was rejected due to something that wasn't even factual, just an assumption. This feels very much like a scam, I pay money for a service and the service isn't provided. I will be… Read more

cancelling my policies and go with another provider. Loyalty isn't rewarded, I would not insure with this company.

A very unprofessional company. They collect premiums but don't want to pay claims. Very difficult to deal with. They are the worst insurance company I have ever dealt with. Today I phoned them for an update on our claim (lodged 4 months ago) and they hung up on me. This is just an example of the continuous problems we have had in dealing with… Read more

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

Have been waiting for 10 months even though I provided evidence of storm water damage. Customer service is non existent, I just cancelled my Motor Vehicle Policy and will be cancelling the other 2 ASAP.

What a nightmare we’ve had trying to deal with Comminsure, provided by Hollard. We discovered water damage in our home and did the right thing — we lodged a claim within hours of noticing the issue, and they arranged for someone to attend for a make-safe. We followed all procedures, and yet we've been treated like we're the problem. The make-safe… Read more

contractor came out, looked around, and said there was no point doing anything — because the floor and subfloor would clearly need to be replaced. He didn’t carry out any work, and then left. A separate contractor was later sent to dry the area and clean the mould. But he also said there was no point doing anything at that stage — that they were expecting to return to replace the floor. He called his supervisor while attending our property and gave the clear impression that the job would move forward. But no one ever came back. Nothing was cleaned or dried — just plastic sheeting taped over the laundry door, cutting off ventilation and likely making the mould worse.

We submitted photographic evidence (with metadata), explained our normal water usage, and described exactly how the leak was concealed. Still — we received no real explanation or update. Just silence.

I tried to follow up by phone and email. The one time I got a call back, I missed it by seconds — I literally swiped to answer, but it went straight to voicemail. I called back immediately and discovered the number was not one I could return the call to. So I called the main line and waited on hold. Just minutes later, I received an email saying they had “attempted to contact me multiple times” and that if I didn’t respond, they would close my complaint in 14 days — even though I hadn’t received any update on where the claim was sitting.

When the formal claim decision finally arrived, we were told it was being denied on the basis that we “would have been reasonably aware” of the damage — despite the fact it was completely hidden under vinyl sheet flooring and a plywood platform that our washing machine and dryer sat on. There were no visible signs of a leak, no dampness, and our water usage remained completely normal. We only discovered it when the laundry door began catching — a change that led us to investigate further.

The claim decision letter then arrived, stating that “Ambrose Construct has advised us that the damage is a result of a gradual leaking tap for a period greater than 6 months,” and that this meant it was not covered under the “Escape of Liquid” event in the Product Disclosure Statement. However, no proof or documentation was provided to support this 6-month timeframe, and the detail had not been made clear to us until the written denial. The leak was completely concealed and only uncovered once we began investigating the minor shift in the laundry door.

I’m genuinely confused as to what insurance is even for if it doesn’t cover hidden water damage that we couldn’t have possibly known about. How is a homeowner meant to detect a slow leak under sealed flooring and plywood? We lodged the claim as soon as we discovered the issue, provided full transparency, and still got told it wasn't covered — without any real explanation of how we could have “reasonably” known.

Since then, I’ve sent several separate emails asking for acknowledgment and follow-up — all ignored. I’ve also tried to call again and couldn’t get through. As recently as today, I was on hold for nearly 40 minutes with no answer. The whole process has been unbelievably frustrating, and I’ve made every effort to communicate in good faith.

Meanwhile, nothing has been done to help us. The only action taken was sending out a plumber at the start (the only other contractor besides the make-safe and drying visit) to temporarily connect our washing machine outside. Beyond that, there’s been no support, no remediation, and no progress on the actual damage.

The plumber who visited also ignored our clear request not to disturb our newly sealed deck protection (which we had fixed to keep wildlife out). He said he wouldn’t touch it, but lifted it anyway without telling me — and now the wildlife has returned.

This whole experience has been demoralising. We were completely honest from the start. We didn’t try to claim something dodgy or exaggerated — just a concealed leak that caused damage. Now we’ve been left to manage the repairs ourselves, without the support we reasonably expected from our insurer.

Based on our experience, I would urge anyone considering home insurance with Comminsure or Hollard to carefully review how their claims process works and what is actually covered. We’ve been left feeling completely unsupported.

(And no need to send me the usual “please email us at resolution@hollard.com.au” line — I have already attempted to contact you, both by phone and email multiple times, and still received no help. If you were serious about resolving issues, I wouldn’t be here writing this).

Home insurance – Hollard insurance is not good. I am not happy with this insurance company because they took so long to respond to my request and they make excuses for everything.

Very sad, i'm using Hollard insurance company for so many years, then I only claiming 11meter fence which already 45deg leaning and cracking into half asbestos fence but still not approved or still denied. I can't find my justice here.

My driveway was badly damaged in a freak storm in Brisbane November 2024 , From the get go I was never contacted in the ten days they said they would , They eventually told me the damage was my fault and not caused by a storm . I put in a “not happy” reclaim and some guy emailed me saying he would be in contact with in ten days -nope . Again he… Read more

emailed me the same “ongoing” email but NO contact , no one came to re look , nothing ! Eventually I actually emailed back and within a few days he emailed me we will not help you ! I’ve been so upset about this company I discovered this page while trying to suss them out , I’m so glad I did because I do trust other peoples experiences. This was through my Aust Seniors insurance co.

Make a complaint to ASIC (Australian Securities & Investment Corporation) about the systematic failures in the processes of CommInsure and Hollard Insurance. They do not pursue individual cases but they will investigate systematic abuse. Many reviews indicate a pattern of unnecessary delays and spurious claim denials from Hollard. Complaints are… Read more

never resolved & contacting the company is time consuming & frustrating. It all adds undue stress on claimants. The current system seems designed to delay until claimants can no longer pursue their claims, due to significant mental and financial strain. Addressing these systemic issues in Hollard's claims processing is essential.It is unfair that these companies can cause so much stress and hardship for policyholders, with no accountability.

Avoid Avoid Avoid – Absolute avoid at all costs, do not use Not worth having, Never answer their phones, position in line won't be lost.get a call back. Well glade I didn't hold as been 3 days. Rang back twice after 5 transfers got put back at start, press 2, press 1, press 4 Goes nowhere, even the online claim portal they never respond. People that answered could… Read more

barely speak engish Not only will I be cancelling all 3 policies I will be leaving the CBA ofter nearly 40years of banking with them. Filing a complaint with AFCA.

Update – I've had a claim with Hollard a few months ago - damaged garage ceiling. I have already written the circumstances and Hollard response under the name 'Bill'. Just to update, the claim has been dismissed (as most are by these organised thieves. I have now dropped my policy with this mob and have repaired the damage at my cost. Don't believe this… Read more

comment from Hollard ' We're sorry...…etc.' They are not. They just want your money. Consider a new insurance policy not to find yourselves in my (others) shoes.

Fake file- alter, setup - Storm as sleeper wall- Enabled by Asic All fake- – Includes Asic condoning enabling this criminality. Disgust systemic. Altering files, putting online they are covered- if i find out- they alter. Altering backdating to offer cash settles- altered file nos, and deleted damage- Asic knows. Then found 3 more claims covered- then even the cash offer was deleted off the file- and all my files altered.… Read more

Fake IDR decision to force out that ends your claims- systemic. Asic systemic to AFCA= who are not the Contract u paid for. WARNING. This is usual practice- and refusal of your files- Sick oh sorry go to resolutions- who set me up- in accomdation 2 months- they stuck silicone over everything- illegally including causing Defective works- eluded no need for a make safe when they had reports hidden- that said all rooms , remediation, stripping etc. that is the criminality involved. Fix my house immediately- oh dont forget writing no contents- as well. Total fraud. ASIC allow this. Payments house destroyed wow. Oh and called a Storm a Sleeper wall claim-