Help & support
To start your claim, you will be asked details about the incident including the loss or damage sustained, and information about anyone else involved.
It's helpful to have ready:
If you don’t have this information, you can still lodge your claim.
To access, log on to NetBank or the CommBank App
You will receive confirmation via email that your claim has been lodged.
From there a claims consultant will contact you to obtain any further information required and assist with next steps.
To learn more about how a claim may be settled, please read the Car Insurance Product Disclosure Statement.
In the Commbank app and NetBank you can view a summary of your cover details and check your excess(es) (CommBank customers only).
Your full cover details are on your Certificate of Insurance (COI) which is emailed or mailed to you at time of purchase and at renewal.
To access key documents such as the Product Disclosure Statement and the Premium, Excess and Discount Guide, visit the Important documents and forms page.
After submitting your claim, you'll receive a confirmation. Then, the claims team will review your details, verify your information, and may request additional information if necessary.
The claim may be processed as follows:
Communication with other parties
Your claims consultant will contact any other drivers or their insurance providers for you and organise settlements to the other parties involved.
For more detail around the claims process, possible outcomes, exclusions and limitations that may apply, please read the Car Insurance Product Disclosure Statement or call the claims team on 13 1361.
If your claim has been accepted due to loss or damage caused by an Insured Event, you may also be entitled to the following Cover Benefits.
For more detailed information about other cover benefits that may apply, please refer to the Car Insurance Product Disclosure Statement.
If your vehicle is stolen, Hollard may arrange for you to be provided with a hire car until your vehicle is returned to you, repaired, or until Hollard settle your claim by paying the sum insured, up to a maximum of 14 days. (Comprehensive Cover only).
If your vehicle is damaged and cannot be driven, Hollard may cover the reasonable costs for towing and storing your vehicle at the nearest repairer or another reasonable location. (Comprehensive Cover and Third Party Property Damage, Fire and Theft Cover only).
If your vehicle is damaged and cannot be driven, Hollard may cover up to $500 for transportation to return you and your family home, and to collect your vehicle once it has been repaired (Comprehensive Cover only).
Yes, only CommBank customers who have a NetBank ID can lodge a claim online in the My Claims Portal.
If you don’t have a NetBank ID, please call 13 1361 to lodge your claim over the phone.
You can provide additional details later if you don’t have everything at the time of lodging your claim.
Your insurance documents are emailed or mailed to you at time of purchase and at renewal.
However, you can view a summary of your policy details in the CommBank app or NetBank anytime (CommBank customers only).
If you have Comprehensive Cover and have selected this benefit and your car isn’t drivable or is in for repairs, a hire car may be organised for you.
Exclusions and limitations apply, please read the Car Insurance Product Disclosure Statement (PDS).
Hollard will nominate a recommended repairer located as close as possible to your work or home from an extensive network to repair your car.
If you nominate your own repairer, you will need to provide a quote from that repairer for Hollard to consider.
When you use one of Hollard's approved or appointed repairers, the repairs are covered by a guarantee for as long as you own your vehicle.
Your Hollard claims consultant will contact other drivers or their insurers to organise settlements.
Once your claim is lodged, Hollard will update you on any progress or confirm the resolution.
Inform the other driver that you will rely on the insurance companies to resolve the matter.
When you submit your claim, provide as much information as you can, such as photographs, dash-cam recordings, eyewitness testimonies, police reports and your description of the event.
The evidence will be assessed with the other driver’s insurer and determine the party responsible for the accident.
Learn more about what to if you have a car accident
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Call 13 2423
8am - 8pm, Mon - Fri and 8am - 5pm Sat (Sydney/Melbourne time), or +61 2 9633 9391 from overseas.
For all claim enquiries, including emergency claims assistance, call 13 1361 anytime or +61 2 8527 5217 if you’re overseas.
Car Insurance is provided and issued by Hollard Insurance Partners Limited ABN 96 067 524 216, AFSL 235030 (Hollard) and distributed by the Commonwealth Bank of Australia ABN 48 123 123 124, AFSL 234945 (CBA). Cover and benefits are subject to eligibility criteria and terms and conditions, including the limits and exclusions of the insurance policy - See PDS. Hollard is not part of the CBA Group. CBA and its related entities do not sell, issue or guarantee the obligations or performance of Hollard or the products Hollard offers and this insurance product does not represent a deposit with or liability of either CBA or any of its related bodies corporate. If you purchase a Car Insurance policy, CBA is paid a commission which is a percentage of your premium.
For products issued by Hollard, information about the target market can be found within the product’s Target Market Determination available here.
This information has been prepared without considering your objectives, financial situation or needs. You should, before acting on this, consider the appropriateness of the product to your circumstances. A Product Disclosure Statement (PDS) is available at all Commonwealth Bank branches, by downloading them from commbank.com.au or by calling 13 2423 and should be considered before making any decisions about this product. You should also read the Premium, Excess and Discount Guide (PEDG) and Financial Services Guide (FSG) by clicking on the links, or by calling 13 2423 for a paper copy.
Hollard is a signatory to the General Insurance Code of Practice. The Code Governance Committee is the independent body that monitors and enforces insurers’ compliance with the General Insurance Code of Practice. Their purpose is to drive better Code compliance, helping the insurance industry to improve its service to consumers.
For more information on the code visit www.codeofpractice.com.au.
