Hollard Insurance - $10,000 landlord claim and only paying $300! Many, Many fine print exclusions!
Over a year of battling with this insurance and they have said that most items in the $10,000 claim are 'separate items' and relate to poor housekeeping by a bad tenant. Isn't that what landlord insurance is supposed to cover - what a tenant does to a property? I don't think damaged cupboards when doors are falling off and damaged by a tenant are merely 'poor housekeeping'. The Manager I spoke with said that the landlord should have read the PDF. I said 'with due respect', most landlords are not lawyers and do not read the fine print they ju...st expect a 'landlord insurance policy' to protect them if they get a horror tenant. They said: 'I understand you feel that the policy should cover all damages which has been caused by all tenants however there are exclusions which are associated and have been applied. I know you advised no one reads their product disclosure statement however we not are accountable if this is the case or occur, by making payment of the policy you have accepted the terms and conditions of the policy. It clearly states on certificate of insurance, please read your product disclosure statement to ensure the policy is the right one for your needs.' Also, staff hang up on calls. They start saying 'I can't hear you' and then hang up. Happened several times.
- Verified customer
Great level of service and quick turn around time
Just one night before my settlement of my house, I had water damage to my master bedroom timber floors, Garage and other areas. I was quite stressed and since my settlement was the next day I initially dropped the idea of call real insurance. However when i changed my mind and call them, they reviewed my situation and lodged a claim and sent a make safe technician to my place within 2 hours and on top of it the assessment of the my claim was done within 24 hours and the claim was approved within 24 hours. I never expected that i could have got ...my claim processed and get the contractors in within 2 days to start fixing the problem. Looks like I am on track to get everything in time and for the settlement in the next 10 days. I really appreciate the empathy and the support provided by the Claims team at Real insurance. Being with them for almost 10 years and every claim has been a smooth process
- Verified customer
Unreal insurance suits more than real insurance!
caution everyone of this company! They take your money & put you on a spin of never ending 60 page PDS & fine prints. False adverts to loom you in & won't abide the claim.
Have made my first contents claim, on 17th Sept till today 5th oct, I have been put thru a series of unpleasant situations & call centers in South Africa. Initial contact was great was feeling comfortable in the fact that I was covered as i have top contents cover . That comfortable feeling didn't last long as I've since been told I'm not covered due to a technicality. Have ...
I must feel lucky
I must feel lucky after getting my renewal land lord insurance up by 88%.
On placing my review 'Stay away to avoid dissappointment' a week ago I received a message, that a Team Leader from Customer Service department was about to contact me shortly. And one week later he did, essentially saying that if I did not accept the current premium of $425.99 it would have been $566.99,- up 234% from last year's one.
Lucky me with REAL!
I was with different insurance that didn't care about what I was looking for when it came to insurance. Real insurance was totally different, they asked me what I needed . They help me work out the best policy that suits my needs. I have been with them for 5 years.
Avoid you’ll only be disappointed
I had purchased bicycle insurance through real bike insurance and sadly my bike was stolen a year later.
Upon making a claim I was offered the same bike at the sale price only to learn it was not available to purchase. What insurance company believes it is acceptable to offer you a replacement bike you can’t actually buy and at a hugely discounted sale price.
I was later paid the full cost of the replacement bike minus the excess after much discussion and follow up emails. All up I have paid $140 over two years and lost $125 excess ($265) fo...r a bike that retails at $400! I also learnt the expensive bicycle lock you have to purchase to ensure you are insured was not covered by my policy despite me submitting proof of purchase and requesting it to be added to my policy. A bit cheeky of them to avoid this and not even say it wasn’t included. Perhaps I would have reviewed my policy if they had highlighted this. When I buy my new bike i will be considering my insurance options more closely! As stressful and upsetting it was to have possessions stolen the confusion and mismanagement over my settlement only added to my stress.
1 Star is being generous - AVOID AT ALL COSTS!
We have had an ongoing battle since December last year to have a contents claim resolved after the storms. Its now coming into June and after many emails, phone calls we are still waiting. Claims Central who 'manage' (if you can call it that) claims for Real Insurance are constantly calling asking us to pay the scope of work and every time it is incomplete. Businesses don't talk. There is no follow up. They promise yet no follow through. Avoid the heartache! Good at taking money but no fixing claims.
Worst insurance company ever, stay away
After 9 years with them we had claim due to storm in December. Accesor came, told us it's easy claim and we will get new carport. His report was something completely different, everything was our foult, gutter were full of debris even his pictures shows otherwise. They denied our claim because of that and poor tradesmansihip. Absolute joke. Stay away from them.
I had 5yrs home and contents with Real Insurance with No claims, then they refused to renew
After several phone calls and emails to them I eventually was told “ Because of recent weather events and the geographical location of my property I no longer met their underwriter conditions “ I replied that I must have slept through the tsunami that hit the Goldcoast and had not moved my house from its position, it is 16 metres above sea level” I insisted they stated this ridiculous reason as I needed it to give to a new insurer . It’s a question on all insurance applications. I am now with NRMA and also cancelled my life insurance with Real . Telling them I am a loyal customer but they had treated me with contempt.
Would not touch Real Insurance again
I enquired about making a claim as my Wife had lost a small diamond out of her eternity ring.
This was ( i believe) the first time i had tried to claim anything, the chap was less than helpful and being told i would have to pay the first $500, seems like i am carrying ALL THE RISK, and you are carrying none.
It would appear the only time insurance is useful is if EVERYTHING, i own is destroyed at the same event.
I will certainly seek other quotes when my multiple policies are up for renewal.
As a footnote, i payed for diamond replacement out of my own pocket, if i cannot rely on you when i have an issue what is the point
They tell lies
I have water damage in my ceiling. Real Insurance sent an inspector to look. He said it was because my gutters were not cleaned enough. Ive since had 2 quotes to change my roof from tiles to colourbond. Both have said that was not the reason. They both said that part of the roof had not been constructed properly in that a corner metal section had been installed incorrectly. Real Insurance thus said everything was my fault and did everything to make even reporting it like proving I was innocent of murder. I cant even look at their ads they make...me so angry. Stay away from them at all costs! May 28th 2019 Update: Liars! They sent someone to look at my ceiling water damage. He said it was my fault. I had then 3 quotes to fix the damage myself and they all said it was from a corner on the outside that hasn't been installed correctly. They use their own paid off contractors to lie to you. I've not claimed before after years of using them. I cancelled after I learned the truth. Worse than criminals who are at Least honest in what they do
Best scammers in the country
My house ceilling colapse with no reason at all I did come after two weeks overseas and the whole ceilling was on the floor I did call Real Insurance (the scammers) and i have been told it is dodgy work from builder and im not covered. The builder come around and fix it with no issues at all even the house was out of warranty Real ( scammers) Insurance took them 7 months to call me back to tell me im not insured. I asked them why took them 7 months to call me and they did not have a clue and told me sorry and hang up. I think the word SORRY doe...s not have a meanning anymore. The only think they care is just your money Once they got your money they dont care Thanks to my builder who did come and fix the ceiling free of charge And SHAME on Real Insurance
Would never deal with this company
Had a policy with this company for 2 years. Cancelled the day we sold the house and they made us pay the following full month without refund because it was already scheduled to come out. My family who also have policies with them are not happy and will be changing companies. I advise people to stay away from a company like this
Refused policy because of driving offense
We were refused to purchase a policy because my brother was suspended for driving offense, apparently according to real insurance that is a criminal offense, the people I spoke over the phone first of all weren’t even in Australia and they were trying to tell me that a driving offense is a criminal offense and it limits us from
Buying a home and content insurance! I mean how is that even relavent! So I contacted AAMI and they signed us up straight away without any issue...
terrible service real insurance
Absolutely shocking follw up
When my house was flooded I was impressed with the service. It's all gone down hill since then.I have been appalled at the follow up of my claim. Like others who have written reviews here I have called and emailed with absolutely no response at all. I have asked on three occasions to speak with a supervisor to find out whats going on. Apparently I'm not allowed to do that. I just called a few minutes ago. The girl said she would call right back. Of course she hasn't. I'm starting to think that staff are paid to write the good reviews on this si...te. My claim has been approved. One person at real tells me an amount for flooring. Someone else tells me something different. I have asked for things in writing. This never occurs. I have the builder calling to do repairs but can't proceed because nobody will get back to me and nobody will put anything in writing. I do understand that it is a very busy time for the staff, however, just responding to client inquiries should be a priority. This is not a good way to treat customers. Kylie g
Stay Away from Real Insurance
have been with Real Insurance for 8 years and never have had a claim previously. I lodged a first claim due to the storm and heavy rain broke the backyard fences. After the elevation, they rejected my claim and said it's due to poor condition. This is ridiculous, what do I need the insurance for. Stay away from them as they won't insurance you when you make the claim.
I cancelled a policy and was informed I'd have the money credited within 10 days. Sweet.
Well, 16 days later, no money. I called again and was told that after they listened to their recordings they'll call back to discuss it further; they never called.
I called again, was told that I will be credited within 10 days. The money was credited a few days later - but minus $30 "because it was outside the cooling off period, and you were told that". I was told no such thing - besides, had I been credited FROM THE FIRST PHONE CALL I wouldn'...t be writing this negative review! After a dozen calls I was told that the call's recordings will be listened to, whilst I waited - they claimed whilst yes, I did call in regards to a cancellation, I didn't ask for it! I told them I didn't make the call TO DISCUSS THE WEATHER! I WISH I'D RECORDED MY CONVERSATIONS - INSTEAD ON RELYING ON THEM.
Do not trust these people!!!!!!
This is a repeated review from 4 years ago. I was with them from the day I purchased my home and took a policy out in 2002, remained with them for 3 years. When I made a claim on a leaking roof, they refused it, claiming I should have known the roof would leak, even though I had asked all the right questions in relation to any damage from both Fire and Storm/Rain. When I was taking out my policy with them, I was told that there was NO reason a claim for any water, or fire damage would be denied. Then, 3 years later, when I asked for help repair...ing damage from a leak in the roof during a storm, they told me that it was my own fault. They informed me that my roof had 10 year old tiles on it, and that after 10 years there was a chance it would leak. I did not know this, I am not a builder. However, they DID know this, and yet said nothing to me when I took out my policy with them. I have put this review in to this site once before, however every time I see an Ad on television for this company it fills me with anger and rage and I will continue to do this until the day I die. They lied to me, they cheated me, the claim was an honest one, and only a few $1000, but they chose to reject using their own deceptive tactics when I took out my policy to give them a reason to do so. They cannot be trusted and I would advise you all to not walk away from them, but RUN. As proven with me, even if you ask all the right questions, even if you make sure that everything is covered, even if you ask specific questions as in my case in relation to rain and a leaking roof, and they tell you that there is nothing to worry about, that you are 100% covered, but you are NOT, they are lying to you. Just a few $1000 dollars in my case, small change to them, but years of pain for me. I am still, 8 years later, paying back the money I had to borrow to repair my roof and kitchen and I am hopeful that it will be completed this year. I am on an invalid payment, and it is extremely hard to find even $5 to spare a week, and the depiction and lies of Real has given me years of stress, shame, and emotional pain. Do Not Trust These People. Do NOT trust them. After I posted my last review, a year later they contacted me through this website asking me to contact them. When I did, all they wanted to do, in my opinion, was to convince me to shut the hell up, they made no attempt to fix the problem, to offer any help, all they wanted was for me to go away, but of course they were very polite in their actions. I am now sure that they know I will not go away, and I will not shut up, I will do this over and over and over again, until the day I die, and even then I will do what I can to ensure someone else replaces me. People need to know, people deserve to know, that Real Insurance will deceive you, they will lie to you, they will gladly take your premiums for years, but the moment you put in a claim they will do all they can and use any trick they can think of to refuse your claim. I will never stop telling you, do not trust these people.
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Questions & Answers
need a quote on house and contents
Do you cover leaking water pipe inside wall of shower?
Hi Anje, do you currently have Home & Content Insurance with us? If you do, please call us on 13 19 48 and we can clarify this issue for you. Or you could send us your policy details in a private message on Facebook (https://www.facebook.com/Real.Insurance), and a member of our Service Team will get in touch. Thanks.
I haven't got my home and content Insurance tax receipt for my home which is located at 5 Sylvan Ridge Drive, ILLAWONG NSW 2234 yet. Could you please send it to me.
Thanks and regards,
Greenstone F.Real Insurance
Hi Daniel, we will arrange for our Service team to assist further, thanks.
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