faq

For easy reference, we have compiled a list of useful things to know, based on actual questions that we are frequently asked.


 

Who underwrites your policies?

Our policies are underwritten by The Hollard Insurance Company Pty Ltd, (Hollard). In Australia, Hollard is best known for their retail brand, Real Insurance. As an authorised insurer, Hollard is regulated by the Australian Prudential Regulation Authority. Hollard is also a holder of an AFS Licence and is regulated by the Australian Securities and Investments Commission. Although an independent company in Australia, Hollard is part of the Hollard group of companies which originated in South Africa. Hollard companies issue and distribute insurance products and services to more than 7.2 million policy holders worldwide, with offices in the United States, United Kingdom, countries within the Asia region and Africa.

 

Do your policies have a cooling-off period?

Yes, all of our insurance products include a 14 day cooling off period. During this period you can cancel your policy and receive a full refund (less any taxes or charges we are not able to recover) unless you have made a claim.

 

 
How do I cancel my Comprehensive Car Insurance Policy?

You may cancel your policy at any time during the period of insurance; however you may be charged a cancellation fee. If you wish to cancel your policy please contact us on 1300 003 303.

 

Can I choose a repairer for my car?

We have a network of recommended repairers across Australia and will refer you to the closest one to assist in repairing your vehicle.

 

What if someone makes a claim against me?

If someone makes a claim against you or you receive any correspondence about an accident you have been involved in, you should contact us as soon as possible. Our experienced claims team will then be able to assist you with this and any other aspect of your insurance claim.

 

What do I do if I need to lodge a claim?

Call us on 1300 003 303 and our experienced claims team will be there to help you. They will collect your claim information over the phone so you won’t need to fill out any forms.

 

Do you offer agreed or market value policies?

We offer both agreed and market value policies. Agreed value policies may only be offered on certain risks that meet the required underwriting criteria.

 

How do I renew my Comprehensive Car Insurance Policy?

Unless you are otherwise notified by us, we will automatically continue your cover on the terms contained in the renewal offer we send you. We will send this information to you at least 14 days before your insurance is due to expire. Our renewal offer will include any changes that we have made to your policy. If you do not wish to renew your policy, please contact us before renewal.

 

What happens if I fall behind in my payments?

If no payment is received by your due date your cover will lapse and we may cancel your policy. In addition, resubmission fees will apply to any unpaid premium.

 

Do all drivers need to be listed on my policy?

We recommend that all drivers are listed to avoid an unlisted driver excess in the event of a claim.

 

How can I reduce my monthly premium?

You can reduce your premium by paying the premium amount in one annual lump sum, increasing your basic excess or excluding drivers from cover.

 

What is an excess?

This is the amount of your contribution in the event of a claim.

 

 

How do I get a quote?

Obtaining a quote is quick and easy and can be done online. Alternatively, you can call us on 1300 003 303 and we can assist you over the phone.

 

Can I pay for my insurance monthly?

We offer annual and monthly payment options, however an administration fee is charged with the first monthly instalment when paying monthly.

 

 

Can I buy car insurance online?

Absolutely! Once you have completed your online quote and have selected the cover that suits you best, you can finalise it all online.

 

Is it safe to buy car insurance online?

The convenience of the internet is great if you know how to manage your privacy by being aware of where you post your personal information and if a website is secure or not. When you buy car insurance on our website, your information is protected at all times. We go that extra mile to ensure that our site is safe and secure for your convenience. AI Insurance guarantees that your personal information will not be shared or sold to third parties for their independent use. We maintain the highest form of security by using secure sockets layer (SSL) technology and data encryption, which means your personal information remains 100% confidential!

 

 
When is my first premium paid?

We will deduct the first premium from the nominated bank account or credit card on the date that the policy starts.

 

Do you accept American Express or Diner’s Club?

For credit card payments, we accept MasterCard and Visa only. If it’s easier we can also debit directly from your specified bank account.

 

 

How do I make changes to my Comprehensive Car Insurance Policy?

If you need to make any changes to your Comprehensive Car Insurance policy, you can do so by calling our customer service team on 1300 00 33 03. Depending on the type of changes you need to make, your premium may change.
Change to: Your premium may be affected depending on the changes being made to the policy.
However, we don’t charge any administration fees to make changes to your policy.

 

Why do I need to log in?

This is purely for privacy reasons. AI Insurance understands and appreciates the security concerns you may have as a website user. The security and confidentiality of the information that AI Insurance collects from you online is our priority.

 

 
What are the benefits of managing my policy online?

This saves you time as you can easily check and change certain details online and access any correspondence that we have sent you.

 

How do I get copies of my policy documentation?

We will send you all of your policy documents via email or post once you have purchased your policy. You can also obtain any of the documents online, from wherever you are and at any time, which means you don’t have to wait for our mail. You can save your documents electronically, have them emailed to you, or print them.

 

How do I make a claim?

You can file a car insurance claim either online or over the phone at 1300 003 303. Please note that only a portion of your claim can be completed online. The final completion needs to be done telephonically.

 

Can I submit a claim after business hours?

If you’ve been in an accident, it is always best to report your claim as soon as possible, while it is fresh in your mind. You can submit your claim online anytime. Please note that only a portion of your claim can be done online. The final completion needs to be done telephonically.

 

Call us on 1300 003 303

Mon - Fri, 9am - 5pm AEST

  Get a quote online

  Retrieve Quote