Manage Hollard

How to cancel your hollard insurance policy in australia and claim your refund

Understanding hollard and why you might want to cancel

Hollard is an insurance underwriter that sits behind many insurance products you buy directly or through partner brands like supermarkets, comparison sites and brokers. Your policy may show Hollard or HollardIns on your bank statement, even if you bought it through another company. This matters because it affects how you cancel and who handles your refund.

You might be cancelling because you found cheaper cover elsewhere, you no longer need the policy, or you're unhappy with the service. Whatever your reason, Stopee exists to help you understand your rights and navigate the cancellation process without delay or confusion.

How hollard policies work

Hollard underwrites the insurance but often doesn't sell it directly to you. Instead, partner brands handle the sale and customer-facing service. This split means your policy wording and product disclosure statement (PDS) are the only reliable guides to cancellation terms, cooling-off periods and refund rules. Keep both documents close at hand.

Why cancellation can be tricky with hollard

Public feedback shows customers experience slow processing, billing that continues after cancellation requests, and delays between cancellation and refunds appearing in their account. Some people report taking weeks to resolve a simple cancellation. Stopee has reviewed these patterns so you know exactly what to expect and how to protect yourself.

Your consumer rights under australian law

Australia's Insurance Contracts Act and Australian Consumer Law give you strong protections when cancelling insurance. Understand these rights first, then use them as leverage if Hollard or a partner brand tries to block your cancellation or withholds a refund you're entitled to.

The cooling-off period

You have a 21 calendar day cooling-off period from the date your policy starts. During this window you can cancel for any reason and receive a refund of the full premium, minus non-refundable government charges (like Goods and Services Tax allocated to stamp duty). If you cancel outside this period, you're still entitled to a refund of unused premium, again minus non-refundable government charges.

The key phrase is "unused premium." If your policy runs for 12 months and you cancel after 6 months, you get back the premium for the remaining 6 months (minus government charges). Stopee recommends calculating this refund yourself before you submit your cancellation request so you know what to expect.

Refunds below the minimum threshold

Hollard's PDS may state it won't issue refunds below a small threshold, often around $5. This clause is common but must be clearly disclosed in your PDS. If you're owed a refund smaller than this, ask Hollard to donate it to a registered charity on your behalf, or request it be credited as a payment towards any other policy you hold.

Cancellation by the insurer

Hollard can also cancel your policy, but only for reasons set out in the Insurance Contracts Act or in your PDS. These might include non-payment, misrepresentation when you applied, or breach of policy conditions. If Hollard cancels your policy unfairly, the Australian Financial Complaints Authority (AFCA) can step in.

Methods to cancel your hollard policy

You have several routes to cancel, depending on how you bought the policy and what your PDS allows. The most reliable method is written communication, which creates a paper trail and protects you if disputes arise later.

Cancel by post

Sending a cancellation letter by post to Hollard's official address creates a dated record of your request. Use this method if you want evidence that you've formally notified the company and when.

1. Write a letter addressed to Hollard at Locked Bag 2010, St Leonards NSW 1590.
2. Include the following details clearly:
   • Your full name
   • Your policy number (from your Certificate of Insurance)
   • The date you want the cancellation to take effect
   • Your email address and phone number
   • A clear statement: "I wish to cancel this policy effective [date]."
3. Keep a copy for your records.
4. Send via Australia Post with tracking so you can confirm Hollard received it within 3 to 5 business days.
5. Follow up by email or phone 10 days later if you haven't received an acknowledgment.

Cancel by phone

Calling Hollard is faster but provides less evidence. Only use this method if you're happy to follow up in writing to confirm the conversation.

1. Find the phone number on your policy documents or Hollard's website.
2. Call during business hours and ask to speak with a cancellation specialist.
3. Provide your policy number and confirm your identity.
4. State clearly: "I want to cancel this policy effective [date]."
5. Ask for a reference number for your cancellation request.
6. Request an email confirmation of the cancellation.
7. Send a follow-up email within 24 hours reiterating the cancellation date and referencing your phone conversation.

Cancel through a partner brand

If you bought your policy through a supermarket, comparison site or broker, they may handle cancellation on Hollard's behalf. Check your policy documents to see who your contact is listed as.

1. Log into your account with the partner brand if you bought online.
2. Look for a "manage my policy" or "cancel" option in your dashboard.
3. Follow the on-screen steps and select your cancellation date.
4. Note the confirmation reference number.
5. Send a follow-up email to both the partner brand and Hollard (if an email is available) confirming the cancellation request and the date it should take effect.

Pro tip: If you bought through a partner brand, ask them in writing who is responsible for processing your refund. Sometimes the partner holds the refund and passes it to you after a delay. Stopee advises clarifying this upfront so you're not chasing the wrong company for your money.

Timeline and what to expect after cancellation

Knowing the typical timeline helps you spot delays and escalate early if something goes wrong. Cancellation processing is not instant, and refunds take additional time.

Days 1 to 3: acknowledgment

Hollard should acknowledge your cancellation request within 1 to 3 business days. If you haven't heard back after 3 days, send a follow-up email or call. This is your first checkpoint for spotting processing delays.

Days 4 to 14: processing

Hollard processes your cancellation and calculates your refund. If the calculation is straightforward (for example, you're cancelling mid-cycle with no claims), this happens quickly. If your claim history is complex or a partner brand is involved, it may take longer. Expect up to 10 business days.

Days 15 to 28: refund appears

Once Hollard approves the refund, the money is sent to your bank account. Bank transfers usually take 2 to 5 business days. If you've waited 14 days without a refund and you're owed one, contact Stopee or AFCA to escalate.

Warning: If billing continues after your cancellation date, contact Hollard or the partner brand immediately. Do not assume the cancellation didn't work. Request a refund of any premiums debited after the cancellation date.

Calculating your refund and understanding deductions

Your refund is the unused premium minus non-refundable government charges. Understanding this calculation protects you from being short-changed.

How the calculation works

If your annual premium is $1,200 and you cancel after 6 months, your refund is roughly $600 minus any GST or stamp duty that Hollard must pass to the government. These government charges are non-refundable; Hollard cannot return them to you. Your PDS lists which charges apply to your policy.

Calculate your expected refund before you cancel. Divide your annual premium by 12, multiply by the number of months remaining, then subtract government charges. This becomes your benchmark. If the refund Hollard offers is lower, ask why.

When refunds are reduced or withheld

Hollard may reduce your refund if you've made a claim during the policy period, if there are outstanding premiums, or if you're cancelling partway through a fixed-term discount. Check your PDS for these conditions. If a reduction seems unfair, contact AFCA or consult Stopee for guidance on your next step.

Common mistakes when cancelling and how to avoid them

Cancellation mistakes often cost money and time. Stopee has identified the most common pitfalls so you can sidestep them.

Assuming the cancellation worked without confirmation

Many people believe they've cancelled because they stopped paying the premium or didn't receive a renewal notice. Hollard may not have processed your cancellation, and you could be liable for missed payments or claims. Always request written confirmation of your cancellation and refund date.

Not keeping evidence of your request

If you cancel by phone and don't follow up in writing, you have no proof if Hollard later denies receiving your request. Always send a follow-up email within 24 hours of a phone call, referencing the date, time and content of the conversation. Keep this email forever.

Cancelling without checking your PDS first

Your PDS contains crucial details about cooling-off periods, government charges and refund minimums. If you cancel without reading it, you might miss a window or be unpleasantly surprised by the refund amount. Read it before you submit your cancellation request.

Not tracking the refund timeline

Refunds take time, but if you don't track the timeline, you won't know when to escalate. Write down the cancellation date, the date Hollard acknowledges it, the date a refund is promised, and the date it should appear in your account. Follow up at each milestone if deadlines pass.

Confusing the partner brand with hollard

If you bought through a partner (like a supermarket), they may handle your cancellation and refund even though Hollard underwrites the policy. Ask your partner brand upfront who processes refunds and chase them, not Hollard, if the refund is late. Stopee advises getting this clarification in writing.

If hollard refuses to cancel or withholds your refund

Most cancellations and refunds proceed smoothly, but if Hollard refuses to cancel or you disagree with a refund amount, you have escalation options under Australian law.

Request a written explanation

If Hollard refuses or delays, ask them in writing to explain their decision and cite the specific clause in your PDS or the Insurance Contracts Act that justifies it. Require a response within 5 business days. This forces them to justify their position and often reveals errors or miscommunication.

Lodge a complaint with hollard

Hollard has an internal complaints process. If a phone call or email doesn't resolve the issue, submit a formal complaint and request a written response within 30 days. Provide your policy number, dates and copies of all your communications. This creates an official record.

Escalate to the australian financial complaints authority (AFCA)

If Hollard doesn't resolve your complaint within 30 days, or if you disagree with their decision, you can lodge a complaint with AFCA. AFCA is free and independent and can order Hollard to pay compensation if they've breached the law. Visit afca.org.au to lodge your complaint online.

Stopee strongly recommends keeping all documentation (emails, letters, screenshots of your account, bank statements) before you contact AFCA. AFCA will need evidence of your cancellation request and the date Hollard should have processed it.

Documentation checklist before and after cancellation

Keep these documents safe throughout your cancellation. They are your evidence if a dispute arises.

Before cancellation

• Your Certificate of Insurance (shows your policy number and coverage details)
• Your full Product Disclosure Statement (PDS)
• Recent bank or credit card statements showing premium debits
• Any renewal notices or correspondence from Hollard or the partner brand
• Screenshots of your online account (if you have one)

During cancellation

• The date you submitted your cancellation request
• How you submitted it (email, phone, post)
• Any reference number or confirmation code provided
• The name and contact details of the person who assisted you (if applicable)
• The cancellation date you requested

After cancellation

• Written acknowledgment from Hollard confirming the cancellation date
• The refund amount quoted and the reason for any deductions
• The date the refund should appear in your account
• Bank statements showing the refund received
• Any follow-up communication or complaints correspondence

Pro tip: Create a folder on your email or computer and label it "Hollard Cancellation 2024" or similar. Drop every document into it as you go. If you need to escalate to AFCA, you'll have everything ready to upload in minutes.

Comparison of cancellation methods

Each cancellation method has trade-offs. Choose the one that best matches your situation and timeline.

What people actually say about cancelling hollard

Real feedback from customers reveals what you might experience. Stopee has monitored reviews and forums to help you prepare.

Common positive reports

Some customers report straightforward cancellations with no issues. They cite fast acknowledgment, clear refund explanations and refunds appearing within the expected timeframe. These typically happen when the policy has no claims, the refund calculation is simple and the customer follows the process correctly.

Common complaints

Many reviewers describe slow responses, unclear refund timelines and difficulty reaching Hollard by phone. Some report being billed after they believed they'd cancelled. Others mention discrepancies between what they were promised and what they received as a refund. A smaller group report unresolved complaints and the need to escalate to AFCA.

The pattern suggests Hollard's service is inconsistent, especially for complex files or policies sold through partners. This is why documentation and follow-up are critical. Stopee helps you navigate these patterns so you don't fall into the traps others have hit.

Contact details and next steps

You now have the knowledge and tools to cancel your Hollard policy confidently. Use this information and keep your evidence close.

Hollard's cancellation address

Send your cancellation letter to:

Hollard
Locked Bag 2010
St Leonards NSW 1590
Australia

Include your full name, policy number, cancellation date and contact details. Use Australia Post tracking and keep a copy for your records.

Escalation contacts if hollard refuses or delays

If you encounter problems, escalate here:

• AFCA (Australian Financial Complaints Authority): Visit afca.org.au or call 1800 931 678. Lodge your complaint online with copies of your correspondence and cancellation documents.
• Australian Consumer Law: If you believe Hollard has breached consumer law, contact the Australian Consumer and Competition Commission (ACCC) at accc.gov.au.

Use stopee for ongoing support

Stopee has helped thousands of consumers cancel insurance policies and claim refunds they're entitled to. If you're uncertain about any step, facing delays, or need help calculating your refund, visit Stopee at stopee.com. Our guides cover cancellation processes for all major Australian insurers, and our community provides real-world advice based on recent experiences.

Your right to cancel and receive a fair refund is protected by law. Hollard must honour it within the timelines and terms set out in your PDS and the Insurance Contracts Act. Use this guide, keep your evidence and follow through. Stopee is here if you need backup.