Had an issue with Hollard? Get a real response.
How to submit a complaint with Hollard
The strongest Hollard complaint starts with the official contact form and the complaints email and a clear statement of what failed around the policy, claim, payout, premium, or customer service issue.
- Start in the right place: Use the official contact form and the complaints email for Hollard so the complaint lands with a team that can actually review it.
- Anchor the facts: Include your policy number, claim number, documents, photos, and prior emails and explain what went wrong with the policy, claim, payout, premium, or customer service issue.
- Name the complaint theme: Say if the issue is about issues with policy coverage, claim delays, and customer service experiences so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a claim review, payment correction, refund, reassessment, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
Once Hollard logs a complaint about issues with policy coverage, claim delays, and customer service experiences, the usual pattern is acknowledgment, review, and then a written answer.
- Acknowledgement: You should get a case number, email, or some written sign that Hollard has logged the complaint.
- Review: The business will usually look at your policy number, claim number, documents, photos, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what Hollard found and whether it will offer a claim review, payment correction, refund, reassessment, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Hollard
The complaint themes most likely to matter for Hollard are below. Use the one that best matches your issue.
- Issues with policy coverage: A recurring friction point that is worth naming clearly in your complaint.
- Claim delays: Claims taking too long to assess, update, or pay.
- Customer service experiences: Slow replies, handballs between teams, or support that misses the actual problem.
Hollard complaints submitted through Ajust
Escalation is strongest when you keep the same written history and the same unresolved point in front of Hollard.
- Escalate internally first: Ask Hollard to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the insurer's internal dispute resolution process.
If Hollard does not resolve a complaint about issues with policy coverage, claim delays, and customer service experiences, there is usually an external path beyond the business.
- Main external path: AFCA after the insurer's internal dispute resolution process
- Why this route matters: ASIC or APRA may matter in the background, but AFCA is normally the consumer complaint route.
- Before you escalate: Keep your full Hollard complaint trail together, including receipts, screenshots, emails, and any written responses.
If you want the complaint on record with Hollard, these are the official contact points worth using first.
- Official contact: https://www.hollard.com.au/contact
- Email: resolution@hollard.com.au
Hollard Complaints FAQs
What is the best complaint route for Hollard?
If you want the complaint on record, use the official contact form and the complaints email rather than a casual enquiry path. Keep the whole complaint in one written thread if you can.
What does the complaint process usually look like with Hollard?
Most complaints follow the same pattern: logged, reviewed, answered. Keep the reference number and push back in writing if the outcome is weak.
What complaint issues come up most often for Hollard?
The recurring themes are usually issues with policy coverage, claim delays, and customer service experiences. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
Where can I escalate a complaint about Hollard externally?
Usually yes. The main external path is AFCA after the insurer's internal dispute resolution process. Keep your internal complaint history together before you move it.
You’ve done your part, now it’s time to hold Hollard accountable.
Take the final step and submit a complaint that gets seen and responded to.