How to Cancel Hollard: Complete Guide

What is Hollard

Hollard is an insurance underwriter that provides car and general insurance products through a mix of partner brands and direct offerings. It acts as the issuer of cover for several partner-branded car policies and appears on bank statements as Hollard or HollardIns where a partner has sold the policy.

The company operates underwriting, claims handling and policy administration for partner channels, which means product features, price and policy documents are produced either by the partner brand or by Hollard on the partner’s behalf. Common partner names that appear with Hollard underwriting include supermarket and comparison brands as well as broker-distributed products.

Because Hollard frequently underwrites partner products, your policy wording and the Certificate of Insurance are the primary source for terms such as premium, billing frequency, cooling-off and cancellation rules. Refer to the product disclosure documents associated with your policy for the operative clauses.

How cancellations typically work for Hollard

Key cancellation mechanics are set out in the policy wording and product disclosure statement (PDS). For car insurance underwritten by Hollard, the PDS commonly includes a 21 calendar day cooling-off period from the commencement date and a refund of unused premium if you cancel after the cooling-off period subject to deductions for non-refundable government charges and any applicable adjustments.

If you cancel outside the cooling-off period the usual outcome is a refund of the unused portion of premium less government charges. The PDS also notes that refunds below a small threshold (for example, A$5) may not be issued. The insurer may also reserve rights to cancel a policy for reasons set out in the PDS and the Insurance Contracts Act.

Customer experience with cancellation

What users report

Public feedback on review platforms and forums shows mixed to negative experiences about service speed, clarity and refund handling. Customers report long waits for responses and delays between a purported cancellation and refunds being processed. Some reviewers note persistent billing after they believed a policy was cancelled.

Common comments on review sites include short, pointed complaints such as "worst company I have ever dealt with" and descriptions of lengthy hold times or slow follow-up on complaints. Media coverage has also documented refunds being issued in situations where Hollard underwrote partner products and pricing or discounting errors were identified.

Recurring issues and practical takeaways

From the public record you should expect the following patterns: processing delays for complex files, potential misapplied promotional discounts where a partner was responsible for pricing, and a formal complaints process that provides escalation paths but can take weeks for a final outcome.

Practical takeaway: treat your policy as a contract - keep the Certificate and PDS, track payment records, and be prepared to document timing (policy start, renewal, the date you wanted the change). If a partner sold your policy, certain administrative steps and refunds may be routed through that partner rather than Hollard directly.

Documentation checklist

• Policy documents: Certificate of Insurance and full PDS for the policy period.
• Policy number: the exact reference you see on the Certificate and any payment receipts.
• Payment records: bank or card statements that show premium debits and any refunds.
• Timeline notes: dates and times when you requested changes or indicated intent to cancel.
• Claim history: any claims lodged during the policy period (these can affect refund eligibility).
• Identity documents: if proof of identity is required to verify the policyholder.
• Complaint reference: keep any assigned complaint or reference numbers if you escalate.

Practical step-by-step approach

First, check your Certificate of Insurance and PDS to confirm commencement date, cooling-off window and any partner-specified terms. These documents are determinative for whether you qualify for a full cooling-off refund or a prorated refund.

Next, reconcile your billing cycle: identify whether the policy was charged as an annual premium or monthly instalments and note the payment dates. This informs the prorata refund calculation and any unpaid premium obligations that may be due on cancellation.

Then prepare your documentation checklist: gather the Certificate, PDS, proof of payment and any communications that show timing. Keep copies of everything and name files so they are easy to retrieve if you need to escalate.

After that, ask for written acknowledgement of your cancellation request and a statement showing the refund calculation. Keep the acknowledgement as proof of the date on which you asked for cancellation and the refund calculation offered to you.

Finally, monitor your bank statements for the refund and check that any continuing payments stop. If a refund is delayed or calculations appear incorrect, use the insurer’s formal complaints process and consider external dispute resolution if the internal process does not resolve the issue within the stated timeframes.

Common pitfalls and mistakes to avoid

• 1. Assuming cancellation is immediate - allow time for processing and for any auto-payments already scheduled to clear.
• 2. Missing the cooling-off window - if you are within the 21-day cooling-off period the refund outcome is different to cancellation outside that window.
• 3. Failing to check partner arrangements - policies purchased via a partner brand may have different administrative routes for refunds and queries.
• 4. Not keeping proof - without a Certificate, payment receipts and timestamped notes you will have weaker evidence if you need to dispute an outcome.
• 5. Overlooking small refund thresholds - some PDSs will not issue refunds under a nominal threshold (for example less than A$5).

How refunds, proration and fees usually work for Hollard policies

The table above reflects standard clauses in Hollard product documents and the PDS. Specific calculations will vary by product and the partner brand that sold the policy.

Comparison table: Hollard partner products and features

Partner distribution means product features may be shown on the partner’s policy documents while Hollard performs underwriting and claims services. Pricing varies by vehicle, driver history, cover level and partner promotions.

Disputes, complaints and escalation paths

Hollard publishes an internal complaints process with expected service standards such as acknowledgement timelines and target response windows. The internal process sets out that the insurer will provide a reference number, communicate progress updates and, where a matter cannot be resolved within the internal target, advise of rights to external dispute resolution.

If an internal complaint outcome is unsatisfactory you may lodge a dispute with the Australian Financial Complaints Authority. Be aware that external case handling times can vary and there have been periods of longer-than-expected queues for complex insurance matters. Keep this in mind when planning escalation timelines.

What to expect after you cancel Hollard

Expect an administrative processing period between the date you requested cancellation and the date any refund appears in your account. The PDS sets out whether a cooling-off refund or a prorated refund applies and lists deductions for government charges. You should also expect a formal record of the cancellation to be placed on policy files.

If coverage was arranged through a partner, expect correspondence or bookkeeping from that partner to reference the change. In some cases, refunds or adjustments may be administered by the partner rather than the underwriter; this is a common reason for processing delays. Monitor statements and keep your documentation handy if you need to query the calculation.

Address

• Address: Locked Bag 2010 St Leonards NSW 1590

Final practical tips and next steps

Act methodically: verify the PDS terms that apply to your policy, gather the documentation checklist items, request a written confirmation of the cancellation and the refund calculation, and monitor your banking records until the outcome is final.

If the outcome differs from what the PDS promises or if refunds are late or absent, use the insurer’s documented complaints process and keep copies of complaint references. If internal escalation does not resolve the issue, consider external dispute routes such as AFCA. Treat every step as part of a documented timeline to optimise the chance of a quick resolution.