FAQs

Established in 1999, The Hollard Insurance Company Pty Ltd (Hollard) is part of the Hollard International Group of companies, operating in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, bicycle and pet; both directly and through partnerships.

As a top 5 insurer in Australia, we are also an independent and privately owned company. Hollard works in proud partnership with a range of leading direct insurance brands as well as broker businesses to bring to market an innovative range of insurance products to serve a wide range of customer needs.

At Hollard, we pride ourselves on the calibre and capability of our people, on being a positive business with an unrelenting focus on diversity and inclusion, and on building collaborative partnerships. We use our expertise, integrity and humanity to go further, together.

We underwrite a wide range of general insurance products including motor, home, contents, pet, and commercial insurance solutions through partnerships with leading Australian brands such as Australian Seniors, Commonwealth Bank of Australia, Everyday Insurance from Woolworths, Real Insurance, and Steadfast.

Hollard’s unrelenting focus on collaborative partnerships and delivering great customer outcomes is at the heart of our business model, driven by our purpose of empowering a resilient future.

You can contact Hollard directly using this online form.

If you have a question about your current insurance policy or a claim, please visit the specific partner website that issued your insurance policy for the relevant contact details.

In the retail space, these are the brands who distribute insurance solutions underwritten by Hollard using the strength of their brand and distribution networks.

An underwriter evaluates and accepts risk on behalf of a person (or business), for a fee, in return for repairing or replacing insured items that are lost or damaged.

This is noted in the Product Disclosure Statement (PDS) for any general insurance product (e.g. Home, Motor etc.). You can find a copy of the PDS for your insurance policy on the website of the partner who sold you your policy.

If Hollard or Hollardins appears on your bank or credit card statement it means that Hollard is the issuer of the insurance policy you have purchased through one of our partners.

You may have received communications from one of our retail brands and partners regarding a refund owing to you.

Ensure your contact details and payment details are up to date on your account.

If your details are up to date, your refund will land in your bank account in the timeframe noted on your notification letter.

To refund you, we will need a bank account or credit card details to send the money to.

If your bank account or credit card details need updating you will be notified directly by our partner who you purchased the policy through.

Log into your account to update your details. Your account will be with one of our insurance retail brands or partners who you purchased insurance from.

Hollard is the provider for your insurance policy, and we work in partnership with CBA to provide support for your insurance policy(s) and claims.

We will send you SMS messages from time to time as part of our commitment to servicing your policy and claims needs as quickly and efficiently as possible. We may do so to inform you about important information or as we work to resolve your claim.

Hollard will never send marketing messages via SMS.

From 1 July 2024, SMS messages that are sent by CBA Insurance about your insurance policies will have Hollard as the sender name instead of CBA Ins. You will see this name when an SMS is shown on the locked screen of your phone or at the top of an SMS screen.

This change will not impact your policy or claim.

Please note, we will never ask you to:

• Reply to an SMS
• Click on a link (except in certain instances. For example, if you have been impacted by a severe weather event, a link may be provided to book an appointment to meet with a consultant at an event response centre)
• Visit a payment page or ask for you to reply via SMS with payment details
• Download an application

There are a few exceptions you should be aware of:

We use a variety of SMS platforms to send you information about your policy or claim. While the majority of our SMS messages will have the sender name Hollard (or CBA Ins. if received before 1 July 2024), some SMS messages about your car may differ:

Third party providers and repairers - for example builders or mechanics supporting you with your home or car claim - may contact you via SMS from a number that does not have Hollard as the sender name.

If you are ever unsure if an SMS is really from us, please call the CBA Insurance team on 13 2423 between 8am – 8pm, Monday to Friday and 8am – 5pm on Saturdays (Sydney time).

If you’re unsure that a message you have received is from Hollard, please call the CBA Insurance team on 13 2423 between 8am – 8pm, Monday to Friday and 8am – 5pm on Saturdays (Sydney time).

Please do not click on any links, call any phone numbers, or engage with the suspicious message in any way.

There may be times when a third-party provider or repairer - for example a builder or mechanic - may contact you via SMS from a number that does not have Hollard as the sender name.

If you do not have a current claim in progress, or you’re not sure if the SMS you received is legitimate, please call us on 13 2423 between 8am – 8pm, Monday to Friday and 8am – 5pm on Saturdays (Sydney time).