Claims

If we haven’t responded to your client’s claims lodgement with a phone call, e-mail or fax within 48 hours of Hollard Commercial receiving notification of the claim (2 business days), we’ll waive any excess that’s due.

If we don’t update you every fifteen days on the progress of your client’s claim, until the claim is finalised, we’ll waive any excess that’s due.

If your client’s claim is ≤ $1,500, we will settle the claim by close of business (5pm) the day after your client’s claim is lodged (subject to all reasonably required documentation being provided). If we don’t we’ll waive any excess that’s due.

You or your client can directly appoint O’Brien Glass (1800 633 721) to undertake repairs to damaged glass. If O’Brien Glass fail to meet any of the below service levels, we will waive any excess that’s due:

• Respond to enquiry (phone, web and e-mail) within 3 hours
• Attendance for make safe within metro areas within 24 hours (or as arranged with the customer)
• Reply to quote/report request within 3 days (or as arranged with the customer)

You or your client can directly appoint Ambrose Construct Group (1300 262 767) to undertake emergency repairs to prevent further damage and mitigate the loss. If Ambrose Construct Group fail to meet any of the below service levels, we will waive any excess that’s due:

• Ambrose Construct Group will contact the insured within 30 minutes of receiving your call*
• Ambrose Construct Group will appoint a contractor within 30 minutes of the contact with the insured*
• A repairer will attend the insured location within 2 hrs of being appointed unless otherwise agreed with the insured*

We will pay the insured $100 if your client does not receive payment within 10 business days of us agreeing to pay the claim.

_{Please note: The above claims guarantee does not apply to liability or third party claims, or if timeframes increase during significant weather or catastrophic events. If a situation arises where we don’t meet our Claims Service Guarantee, please contact your Account Manager with detailed information to substantiate your claim.}

_{*This service is intended for emergency repairs only at the time of the claim.}