Help & support
Image for illustration only1
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).
We do not offer choice of repairer. Where we have accepted a claim for your car and repairs are required, we will select a suitable repairer to carry out those repairs.
Alternatively, you can also obtain and submit a quote to repair your car should you wish to. After reviewing your quote, we can choose to:
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. We will assess the evidence with the other driver’s insurer and determine the party responsible for the accident.
You must avoid the following actions:
There are four possible outcomes of your claim:
Repairs approved
The claims team will either arrange the repairs directly and/or pay you a settlement amount. At this time, you may be required to pay an excess, depending on your circumstances. Find out more about excesses in the Car Insurance Product Disclosure Statement (PDS).
Total loss
If your car is declared a total loss, the agreed or market value as shown on your Certificate of Insurance will be paid out to you, less any relevant excess(es) or outstanding premium on your policy. There may be other deductions and you will be provided with the full terms and conditions related to your situation at the time of this decision.
Below excess
If your situation requires you to pay an excess, and the total cost of the damage to your car is less than the excess, no claim can be paid.
Outside coverage
If the claimed event falls outside the cover detailed in your policy, no claim can be paid. Find out more about your cover in the Car Insurance Product Disclosure Statement (PDS).
If your claim is for Theft or attempted theft, we will organise the hire of a car for you or reimburse you the reasonable cost of hiring a car of a similar make and model. This is an Additional benefit that is part of your cover automatically.
If your claim is a result of a car accident and we have accepted your claim for loss or damage to your car (for reasons other than ‘Theft or attempted theft’) and it cannot be driven, we will organise the hire of a car for you or reimburse you the reasonable cost of hiring a car of a similar make and model. This Optional Cover is available at an additional premium.
Please read the Car Insurance PDS as limits, conditions and exclusions apply.
Was the information on this page useful?
Call 13 1361
8am - 8pm, Mon - Fri and 8am - 5pm Sat (Sydney/Melbourne time), or +61 2 8527 5217 from overseas.
For all claim enquiries, including emergency claims assistance, call 13 1361 anytime or +61 2 8527 5217 if you’re overseas.
1 The screenshot is for illustration only. What you see in the app may look a little different depending on when you purchased your policy, as we regularly make updates.
Car Insurance is provided 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). Hollard is the insurer of this Car Insurance product. Hollard is not part of the CBA Group. CBA does not guarantee the obligations or performance of Hollard or the products Hollard offers. Neither CBA, nor any of its related bodies corporate accepts liability or guarantees payment of any claim or benefit in respect of general insurance products issued by Hollard. CBA may be paid a commission if Hollard issues you with a Car Insurance policy. Details are provided in the Financial Services Guide (FSG) by clicking on the link, or by calling 13 1361 for a paper copy.
For products issued by Hollard, information about the target market can be found within the product’s Target Market Determination.
This information has been prepared without considering your objectives, financial situation or needs. Before making any decision about this product you should consider this information in relation to your own circumstances. A Product Disclosure Statement (PDS) is available at all Commonwealth Bank branches, by downloading them from commbank.com.au or by calling 13 1361 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 1361 for a paper copy.
Hollard is a signatory to the General Insurance Code of Practice, for more information on the code visit www.codeofpractice.com.au
O'Brien® is a registered trademark of O'Brien Glass Industries Limited.
