Lodge an incident or complaint
Complaints and incidents reporting process
The General Insurance Code of Practice (Code) requires our Distributors and Service Suppliers when acting on our behalf to notify us of all incidents and complaints relating to the service of Hollard Commercial Insurance products.
Incident Reporting
What is an incident?
An incident is an event which deviates from what was expected and have the potential to cause a negative impact (financial, reputational, regulatory, and operational) to Hollard, customers or key stakeholders.
What to do if an incident occurs
If something goes wrong when you or your staff are acting for us, this must be logged as an incident as soon as possible, but no later than 1 Business Day from the identification of the incident.
To log the incident, access the Incident Reporting Form and complete the required fields. Once the incident has been logged and forwarded to Hollard Commercial, our Line 1 Risk team will be notified and will assess the information provided. If required, they will contact you about next steps.
Complaints reporting
What is a complaint?
“An expression of dissatisfaction made to or about Hollard related to our products (our policies of insurance) our services, staff or our complaints handling process itself, where a response or resolution is explicitly or implicitly expected or legally required.”
What to do if a complaint occurs
When you or your staff are acting on our behalf and a customer makes a complaint about you or us, this must be logged as a complaint as soon as possible, but no later than 1 Business Day of the customer having made the complaint. You must log the complaint even if you were able to resolve the complaint in the first instance.
To log the complaint, access the Complaints Reporting Form and complete the required fields. Once the complaint has been logged and forwarded to Hollard Commercial, our Customer Resolution Team will be notified and will assess the information provided. If required, they will contact you about next steps.
Complaints Brochure
Where the complaint has not been resolved in the first instance or the customer is unhappy with the outcome of the complaint, immediately refer the complaint to us by emailing the details to resolution@hollard.com.au and provide the customer with a copy of our Complaints Brochure.
Complaints brochure