Help & support
Image for illustration only1
To start your claim, you will be asked details about the event 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 the claims process and how a claim may be settled, please read the Home 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.
The claims process differs based on the type of claim and the event that has occurred.
After submitting your claim, you'll receive a confirmation. Hollard’s claims team will then review your details, verify your information, and may request additional information if necessary.
After lodgement, you may expect:
Then, you will then be advised if your claim has been accepted.
If the claim is accepted, it may be processed through one or more of the following:
This is also when you will need to pay your excess.
For more detail around the claims process, possible outcomes, exclusions and limitations that may apply, please read the Home Insurance Product Disclosure Statement or call the claims team on 13 1361.
Resolution of the claim occurs once cash settlement or repairs are completed.
Important information for your claim:
You may be able to access a range of tailored support options if you or your business are impacted by recent events.
To discuss your individual circumstances, you can call Emergency Assist on 1800 314 695 or visit a branch where it is safe to do so.
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 all information 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).
Only emergency repairs required to mitigate further damage should be approved prior to claiming. However, if you have commenced repairs, please let us know when lodging your claim so we inform you of the appropriate next steps.
Hollard has a panel of approved suppliers that are utilised to complete building repairs.
If you would prefer to use your own supplier, please discuss this option with your Hollard claims consultant.
While home insurance provides broad coverage, there are limits to the benefits available under your policy.
Please read the Product Disclosure Statement (PDS) to learn what you are and aren’t covered for.
An Insured Event is an accidental, unexpected or unforeseen event your home insurance provides cover for.
Where you lodge a claim for loss of or damage to both your building and contents caused by the same Insured Event, only the highest excess will apply.
Keeping your home and contents in good condition and well maintained can help prevent damage and unexpected costs.
There are some things you can do to lower the chances of something going wrong. Here are some maintenance tips for keeping your home and its surrounds safe.
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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.
Home 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 Home 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 Home 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), Key Facts Sheets (KFS) and Financial Services Guide (FSG) 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.
