Claims

New Claims

Claim number within 48 hours**

We will waive any excess if we don’t lodge your client’s claim and provide a claim number via phone or e-mail within 48 hours (2 business days)

Emergency Repair Service through Ambrose Construct Group – 1300 262 767. You or your client can directly appoint Ambrose Construct Group 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 your client’s excess:

• 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.

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

Please note that this claims guarantee applies to Hollard Commercial Business Insurance claims only.

We promise excellent claims service or will waive the excess or pay a bonus of $100.

We will waive any excess if we don’t:

• respond to your client’s claims lodgement with a phone call, e-mail or fax within 48 hours (2 business days);
• update you every fifteen days on the progress of your client’s claim, until the claim is finalised.

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.

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

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

Emergency Repair Service through Ambrose Construct Group – 1300 262 767. You or your client can directly appoint Ambrose Construct Group 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 your client’s excess:

• 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.

_{*This service is intended for emergency repairs only at the time of 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, including any claims relating to the ICA Declared Catastrophe for COVID-19 (CAT203).}