DO NOT INSURE WITH HOLLARD - EVERYDAY INSURANCE WOOLWORTHS

I DO NOT RECOMMEND HOLLARD INSURANCE TO ANYONE!!!! 3 weeks ago my car was ******, I reported to Police followed by Hollard insurance, the first phone call was around 2 hours on a Saturday. Police called the following day to advise my car had been found completely burnt out. I called Hollard on Sunday, as I had an "existing claim" a generated response advised I would need to call back during business hours, the call was then terminated. I called back on the Monday at 12:00pm, this phone call was 4 hours!!! I spoke to a lady named Justine from the total loss team who advised they would need to arrange a tow truck to retrieve my car and take it to their salvage yard. I was put on hold while she called the tow company who refused to pick my car up. Justine advised she would need to put the job out to a national transport company to find an alternative tow company to retrieve my car. I was told that because my car had been found I was not eligible for a hire car whilst my claim was being processed, I expressed my dissatisfaction and Justine spoke to her manager who then approved a hire car for 14 days. I was told that I would be required to pay $1000 excess because they person/s responsible for *****ing my car had not been identified by the Police. I was also told that as I pay my premiums monthly I would have to pay 6 months premiums up to July 2024. I expressed my frustration with the lengthy 4 hour phone call and Justine advised she would provide me with regular updates every few days, this did not occur. I called again a week later, on hold again for 1.5 hours and then told that my car had still not been retrieved so the assessor was not able to start processing my claim. I asked for the call to be transferred to someone I could escalate my matter to as by now I was not happy with the lack of progress and no communication. The lady I was speaking with said she could not transfer my call and would lodge an online complaint which would take up to 5 business days for the complaint team to reach out to me. Guess what, no one from the complaints team has contacted me. I lodged my own online complaint and the following day received an email from Justine asking me to call back or respond via email if I needed the hire car to continue. I responded via email and surprise surprise no response! I had to call again to have the hire car extended, it was extended by 6 days. In this same phone call the lady advised that my car was still in the same place police found it 3 weeks ago and they had asked the tow company to take photos for them. I asked for a phone call with an update on Friday, the lady said she would arrange this, again no phone call or email update. To sum it all up very dissatisfied, no follow through from call centre staff, no concern to have my claim processed and want to continue to charge me monthly premiums and an excess of $1000. This is absurd, I am a victim of crime and this has been a very difficult time. Hollard Insurance has made this so much worse with there complete incompetency. I wish I had read their reviews a long time ago, it is quite concerning that so many people have such negative experiences whilst dealing with Hollard. To top it off I left a comment of my negative experience on the Everyday Insurance (hollard insurance) facebook page and within minutes it was deleted. I note that all negative feedback has been hidden which is very deceiving and poor business practice. I am in the process of lodging a complaint with AFCA - Australian Financial Complaints Authority to investigate and will also be going to A Current Affair. the people who have suffered emotionally and financially by this ***** insurer need to have a voice and Hollard need to be exposed.