In the event of a claim, please contact your broker to lodge a claim or simply access our Online Claim Notification Form by following the steps below:

To enable us to process your claim as quickly and efficiently as possible, please, where appropriate:

• ensure damaged items are available for inspection if needed and take photos if possible.
• obtain a detailed repair report to confirm the cause of damage and if the item can be repaired or not.
• provide proof of ownership for lost items, such as receipts, photos, manufacturers’ booklets, etc.
• provide a quote for the repairs/replacement of the damaged item.
• report all stolen items to the Police.

Continue below for online claims lodgement or download pdf forms: Property Claim Form or  Liability Claim Form

Declaration

I declare that:

I am authorised to submit this claim as:
(a) The insured person;
(b) A broker who has been appointed as the agent of the insured person; or
(c) An authorised representative of the insured person or insured company;

I am authorised to provide this information to you for the purpose of making this claim. If I am providing personal information of another person, I have made them aware of Hollard Commercial Insurance's privacy collection statement and The Hollard Insurance Company’s privacy statement (both referred to below) and I declare that the relevant person has agreed to their personal information being collected, used and disclosed in accordance with the collection statement and the privacy statement; and to the best of my knowledge and belief, the information in this form is true, accurate and complete and I understand the claim may be refused or reduced if information is withheld, misleading or untrue.

I understand that I may have to provide relevant documentation to enable complete consideration of my claim.

I consent to Hollard Commercial Insurance, The Hollard Insurance Company and their agents using the personal information I have provided on this form for the purposes of processing my claim, compile and analyse data, and resolve claims disputes. If you do not provide this information to us we may not be able to process this claim.

I consent to Hollard Commercial Insurance, The Hollard Insurance Company and their agents obtaining or disclosing my personal information to the parties listed in the relevant entity’s privacy statement or privacy policy (as applicable), such as to other insurers, insurance reference bureaus, credit reporting agencies, loss adjusters, investigators, lawyers, health service providers, investigators, overseas entities or as required by law to do so.

In accordance with Hollard Commercial Insurance's and The Hollard insurance Company’s Privacy Policy, you have the right to seek access to your personal information and to request that we correct any errors.

General Insurance Code of Practice

As a member of the Insurance Council of Australia, The Hollard Insurance Company has adopted the General Insurance Code of Practice (Code). The Code sets service standards in the insurance industry, improves the way that claims and complaints are handled, and helps customers better understand how general insurance works. The Code is monitored and enforced by an independent body, The Code Governance Committee (CGC).

For further information on the Code visit General Insurance Code of Practice. Information about the CGC can be found at insurancecode.org.au.

How to Make a Complaint

If you have a complaint, we are committed to working with you to resolve it as quickly as possible. If you have a complaint you can contact your insurance broker or us directly on:

Phone: 1300 368 979
Email: resolution@hollardcommercial.com.au

If you contact us directly, please provide us with as much information as possible and we will do our best to resolve it straight away. Where we are unable to resolve your complaint straight away or if you are not satisfied with the response, we will refer your complaint to our Customer Resolution Team who will review your complaint and provide you with a response. You will be provided with the contact details of the person looking after your complaint and you will receive regular progress updates.

If we cannot resolve your complaint:

If you are not happy with our decision, or we have taken more than 30 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at:

Phone: 1800 931 678
Post: GPO Box 3 Melbourne VIC 3001
Website: afca.org.au
Email: info@afca.org.au

The AFCA provides fair and independent financial services complaints resolution that is provided to you free of charge. AFCA has authority to hear certain complaints and they will confirm if they can assist you. A determination by AFCA is binding on Us provided you also accept the determination but is not binding on you. You do not have to accept their determination and you have the right to seek further legal assistance.

For further information see our Complaints Brochure.

Privacy

If you have a complaint about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please use our complaints process above or contact our Privacy Officer at privacy@hollardcommercial.com.au.