Home & Contents Insurance FAQs

There are two easy ways to save. First, improve security and safety. Items such as deadlocks and monitored burglar alarms can usually bring discounts. Second, raise your excess. You can choose a basic excess from the levels we offer. The levels we offer for Building are between $200 and $2,500 and for Contents between $200 and $1,000. But remember, while your premiums will be cheaper now, you will have to pay more if you ever have to claim.

The amount of insurance cover you select is known as your ‘sum insured’. For contents cover, you should choose a sum insured that equals the amount it would cost you to replace your insured contents at today’s prices. For your home cover, you should choose a sum insured that equals the amount it would cost you at today’s prices to clear the site and rebuild your home, including any fences or fixed structures on the site. This is known as your home’s replacement value, and should not be confused with market value, which includes the cost of the land.

It’s easy to lodge a home and/or contents insurance claim with Australian Seniors.  You can lodge a claim online.

Alternatively, you can call our claims team on 13 13 43 and our personal claims agents will help you through the process, step by step.

Contact us if you want to change your cover. Changes could include:

• changing your address;
• increasing or decreasing your cover;
• adding listed items;
• taking out ‘Portable Valuables’ cover;
• updating your payment details; or
• cancelling your policy.

You must also contact us if anything changes which might affect the risk we’re insuring. Changing your cover may affect the premium you need to pay.

If we offer renewal, the policy will automatically renew as per the renewal notice, unless you tell us otherwise. We will send you this renewal notice at least 14 days before your renewal date which will outline what you need to do to stay covered. You should check your renewal notice carefully and contact us on 13 13 43 if you need to make any changes to your policy or details.

With automatic renewal, your renewal notice will set out the proposed new policy terms and premium. If no changes are required to your policy and your premium payments are up to date, you don’t need to do anything – your policy will automatically renew. If you would like to opt out of automatic renewal, please email us at AutoRenewalOptOut@insurance.seniors.com.au with your name, phone number, date of birth, and policy number.

If you opted out of automatic renewal, your renewal notice will advise you to call to continue your cover. We will provide you with a quote and policy terms. If you’re happy to proceed, we will renew your policy.

Home and contents insurance is a common way to guard against financial loss caused by theft or damage to your home and contents. In return for your premium, we may repair or replace your items or pay you a certain sum of money to cover certain losses or damage to your home and contents. The amount we pay for a claim, and the circumstances under which we pay, is subject to the terms and conditions of your contract or policy.

Home and contents insurance also automatically covers your legal liability to pay compensation for death or bodily injury to other parties, or damage to their property. This ‘liability’ cover applies only when you’ve been found negligent and are at fault.

We try to make filing a claim as easy for you as possible. If you follow the instructions below, you will make it easier for us to finalise your claim and assist you quickly.

• Notify the police or emergency services like fire brigade, immediately of any fire, theft or malicious damage.
• It’s easy to lodge a Home Insurance claim with Australian Seniors.  You can lodge a claim online. Alternatively, you can call our claims team on 13 13 43 and our personal claims agents will help you through the process, step by step.
• Prevent additional losses. For example, if your home is burgled, secure any points of entry as soon as possible; if it is damaged by storm, try to seal off any points where water might be able to get in.
• Ensure that we have approved all permanent repairs before they are carried out.
• Help our claims department to help you. We may send a loss adjuster to examine the loss or damage. The loss adjuster may need additional information or documents that relate to the claim.
• Have your receipts or valuations for listed items available for our claims department.

We hope that you never have a complaint, but if you do, we’ll do our best to work with you to resolve it through the following process:

STEP 1: Let us know about your concerns

Get in touch with one of our customer service consultants about your concerns, and they’ll do their best to resolve them as quickly as possible. When you make your complaint, please provide as much information as possible.

Call us on 13 13 43  or visit our contact page for more options to get in touch.

STEP 2: Escalate your complaint to our Internal Dispute Resolution Team

If we have not responded to your complaint straight away, or if you are still not satisfied, our Customer Resolution Team will review your complaint and provide you with a response.

Post: Seniors Home Insurance, Locked Bag 2010, St Leonards NSW 1590

Email: resolution@hollard.com.au

Call: 02 9253 6600 

STEP 3: Seek an external review of our decision

If you’re not happy with the final decision, or if we’ve taken more than 30 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at: 

Phone:1800 931 678 

Post: GPO Box 3 Melbourne VIC 3001

Website: afca.org.au

Email: info@afca.org.au

The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but isn’t binding on you. You have the right to seek further legal assistance.

You can purchase home insurance, contents insurance, or both. Home insurance is designed to cover a particular building, normally the policyholder’s own home. Contents insurance is designed to cover the building’s contents, normally your belongings. If you’re a homeowner, you should consider both home insurance and contents insurance (in fact, you may be contractually obligated to have your home insured if you have a mortgage).

Our cover includes a number of standard benefits which may not be included by other insurance companies, or for which they may charge extra.

We hope that you never have a reason to complain, but if you do, we will do our best to work with you to resolve it. To make a complaint, visit our complaints page.

Ensure your contact details and payments details are up to date on your account. ​If details are up to date, your refund will land in your account in the timeframe noted on your notification letter.​

If you have any questions about your refund, call us on 1300 919 583 and we can provide more information or help you update your account details.​

Why do you need payment details from me?​
To refund you, we’ll need a bank account or credit card details to send the money to.​

​Where do I update my payment details?​
Log into My Account to update your details, or give us a call on 1300 919 583.

My policy is no longer active — what do I need to do?​
If your policy is no longer active, but you need to update your payment details, please give us a call on 1300 919 583 and our staff will be able to process the refund over the phone. ​

​What will happen if I don’t respond to your letter or email about a refund?​
To refund you, we’ll need a bank account or credit card details to send the money to.  We encourage you to contact us so that you can receive your refund.

​What can I do if I’m not happy with the refund amount?​
If you’re not happy with the refund amount or have a complaint, please contact us on 1300 919 583.