The apology comes after a consistent flow of negative feedback, regarding the delays being experienced by customers of CommInsure, dominated social media channels late last year and early this year.
That frustration has slowed considerably as the new owner of the CBA insurance business has invested in forming response teams for its Rochester customers.
An approach by the Campaspe News to the Hollard Insurance Group, which is the new owner of the general insurance business, received an official response by Hollard Insurance Company.
In its statement the company explained it had created an event response team and set up a new community and customer advocacy team, along with a special care team to ensure Hollard Insurance Partners (formerly CommInsure) customers, who have special requirements, are monitored and managed individually once the ‘on-the-ground’ team leaves the area.
The Hollard Group entered into a 15-year strategic alliance with the Commonwealth Bank of Australia in the middle of last year for the distribution of home and motor vehicle insurance products to CBA’s retail customers.
The negative feedback, regarding the amount of time it was taking CommInsure to deal with its customers’ claims, was at its height late last year and in the early stages of this year.
Those criticisms have turned to praise in some quarters as clients are now experiencing positive experiences with the international insurance giant.
Hollard Insurance Company was established in 1999 and is part of the Hollard International Group of Companies operating in Australia and New Zealand and underwrites a broad range of general insurance products.
Hollards purchased CommInsure General Insurance in June last year.
It was originally formed in South Africa in the 1980s to underwrite self-insurance programs for large corporate clients and banks, Hollard Group now comprises of insurance businesses throughout Africa as well as Europe, India, China, the United States, New Zealand and Australia.
The statement read:
“Hollard acknowledges the devastating impact the floods in October 2022 have had on the community of Rochester. We apologise unreservedly if delays have caused hardship for some customers.
“2022 was a challenging year for the insurance industry with several unprecedented weather events driving large volumes of claims, which resulted in shortages of trades and accommodation options.
“Rochester had a high proportion of flood-affected properties and due to the concentration in the area there was a lack of trade availability and temporary accommodation.
“Through a series of in person events hosted by the ICA, Hollard has continued to work closely with customers in the community to improve claims processes and ensure they are properly supported and kept informed.
“While Hollard cannot discuss the details of individual claimants for privacy reasons, we are doing our utmost to resolve any outstanding claims.
“To assist, we invested in dedicated event response team members that are deployed on the ground to support customers when these events hit and subsequently to help with their claims journey.
“Hollard has been working on refining its processes for customers experiencing vulnerability so that it can quickly identify customers who have specific needs and require special care, over and above the standard claims service.
“The event response team visited Rochester last week and will maintain a relationship with the local CBA branch network and Hollard’s special care team.
“Hollard has also set up a new community and customer advocacy team who will form relationships with community organisations to ensure the voice of the customer and community is heard.
“The Hollard Event Response team will be back on the ground in Rochester in April as part of the ICA Community Forums.
“Hollard would like to encourage any customers who have concerns about their claim to contact our claims team.’’
