Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Hollard Insurance delivers a sharply divided experience. Named consultants and adjusters earn consistent praise for empathy and ownership, lifting Agent Quality & Customer Care (4.4). Repair & Service Provider Quality (3.2) sits mid range, while Claims Handling & Resolution (2.7), Communication & Responsiveness (2.6) and Pricing, Premiums & Transparency (2.1) show recurring frustration with rejections, silence on follow ups and unexpected excesses.
Top Strengths:
- •Agent Quality & Customer Care: Customers consistently name individuals such as Carline Fell, Clare, Virginia Rasodi, Nadene Buys and the Equipage team, describing empathy, patience and clear explanations. A recurring theme is that named staff turn stressful losses into manageable, well supported experiences.
Replied to 100% of negative reviews
Reply time on negative reviews: 53m
TrustIndex
7.9
Ranking
#25
in Home Insurance
Reply Time
47m
NPS Score
10
Recommended: Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 53m
Dec '25 - Nov '26
Frequently Asked Questions About Hollard Insurance
What do customers say about Hollard Insurance?
Based on recent customer reviews, Hollard Insurance delivers a sharply divided experience. Named consultants and adjusters earn consistent praise for empathy and ownership, lifting Agent Quality & Customer Care (4.4). Repair & Service Provider Quality (3.2) sits mid range, while Claims Handling & Resolution (2.7), Communication & Responsiveness (2.6) and Pricing, Premiums & Transparency (2.1) show recurring frustration with rejections, silence on follow ups and unexpected excesses.
What is Hollard Insurance's biggest strength?
Hollard Insurance's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Customers consistently name individuals such as Carline Fell, Clare, Virginia Rasodi, Nadene Buys and the Equipage team, describing empathy, patience and clear explanations. A recurring theme is that named staff turn stressful losses into manageable, well supported experiences.
What are the most common complaints about Hollard Insurance?
The most common complaint about Hollard Insurance, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Customers repeatedly describe unanswered emails, dropped calls and being passed between multiple representatives with nobody owning the claim. Positive counterexamples exist where complaints staff take ownership, but most negative reviews centre on chasing feedback themselves.
How does Hollard Insurance compare to other Car Insurance companies?
Hollard Insurance scores 3.2 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3.2. Their strongest theme is Agent Service (4.6); their weakest is Communication (2.5). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Is Hollard Insurance trustworthy?
Hollard Insurance has a TrustIndex of 7.9 out of 10 on Hellopeter, based on 235 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 53 min. Hellopeter has tracked Hollard Insurance across 3,542 total reviews. How is the TrustIndex calculated? →
Recent reviews (235)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2026
Excellent service
My geyser gave problems. I initialise the problem with broker. Within 2 hours a team came to inspect the problem. Another 2 hours and my geyser was replaced. Excellent service from all parties. I have been with Hollard now for the past 4 years.
1 reviews | Active since Nov 2026
Excellent service
My geyser gave problems. I initialise the problem with broker. Within 2 hours a team came to inspect the problem. Another 2 hours and my geyser was replaced. Excellent service from all parties. I have been with Hollard now for the past 4 years.
1 reviews | Active since Nov 2026
Good day, We were recently faced with a colic scare with our horse
Good day, We were recently faced with a colic scare with our horse. He is insured with Hollard Equipage, and we could not be happier with how the entire situation was handled. From the start they kept us updated at all times and we received regular follow ups from the team to enquire about the horse's recovery. They were absolutely wonderful throughout a very stressful and difficult time for us. We were faced with a substantial vet bill, and Hollard Equipage settled the bill in full. We are incredibly grateful for their assistance, compassion and excellent service. Thank you, Hollard Equipage, for being there when we needed you most. It has given us even more confidence in knowing our horse is in good hands! He seem to have made a full recovery for which we're eternally grateful to the vets as well. Kind regards. Chris & Sune van Wyk
1 reviews | Active since Nov 2026
Good day, We were recently faced with a colic scare with our horse
Good day, We were recently faced with a colic scare with our horse. He is insured with Hollard Equipage, and we could not be happier with how the entire situation was handled. From the start they kept us updated at all times and we received regular follow ups from the team to enquire about the horse's recovery. They were absolutely wonderful throughout a very stressful and difficult time for us. We were faced with a substantial vet bill, and Hollard Equipage settled the bill in full. We are incredibly grateful for their assistance, compassion and excellent service. Thank you, Hollard Equipage, for being there when we needed you most. It has given us even more confidence in knowing our horse is in good hands! He seem to have made a full recovery for which we're eternally grateful to the vets as well. Kind regards. Chris & Sune van Wyk
1 reviews | Active since Dec 2010
worst experience of my life
My claim for a vehicle repair after my accident was incomplete I contact the repair center and assessor with no assistance to-date. Also Hollard left my family and myself stranded in a garage far from home with no assistance. the call center agent was not helpful and did not care what happened to my family, this was in the middle of the night
1 reviews | Active since Dec 2010
worst experience of my life
My claim for a vehicle repair after my accident was incomplete I contact the repair center and assessor with no assistance to-date. Also Hollard left my family and myself stranded in a garage far from home with no assistance. the call center agent was not helpful and did not care what happened to my family, this was in the middle of the night
1 reviews | Active since Nov 2026
We received excellence service from Hollard Insurance during our car rental through Eurocar
We received excellence service from Hollard Insurance during our car rental through Eurocar. I will recommend them 100%
1 reviews | Active since Mar 2017
Outstanding Service
I have recently had stressful accidents happen with my horse and the Equipage team have been amazing in every way. Not only have they paid out all expenses, they have been very kind and supportive during the process. Shameema who looks after my account is always available for me, even on weekends or after hours, and she is always kind, caring and supportive. I am very grateful to be insured with Equipage!
1 reviews | Active since Mar 2017
Outstanding Service
I have recently had stressful accidents happen with my horse and the Equipage team have been amazing in every way. Not only have they paid out all expenses, they have been very kind and supportive during the process. Shameema who looks after my account is always available for me, even on weekends or after hours, and she is always kind, caring and supportive. I am very grateful to be insured with Equipage!
1 reviews | Active since Nov 2026
Pay 4 Service!
⭐⭐⭐⭐⭐ Absolutely outstanding service from Hollard! They handled my recent vehicle claim impeccably, keeping the process professional, efficient and completely stress-free. From start to finish, the service was exceptional. It's easy to appreciate an insurer when things are going well, but it's when you need them most that they really prove their worth. I've been with Hollard for years, both personally and through my family, and they've once again shown me why loyalty matters. You might find cheaper insurance elsewhere, but great service is worth paying for. Thank you to the Hollard team for an excellent experience!
1 reviews | Active since Nov 2026
Pay 4 Service!
⭐⭐⭐⭐⭐ Absolutely outstanding service from Hollard! They handled my recent vehicle claim impeccably, keeping the process professional, efficient and completely stress-free. From start to finish, the service was exceptional. It's easy to appreciate an insurer when things are going well, but it's when you need them most that they really prove their worth. I've been with Hollard for years, both personally and through my family, and they've once again shown me why loyalty matters. You might find cheaper insurance elsewhere, but great service is worth paying for. Thank you to the Hollard team for an excellent experience!
1 reviews | Active since May 2024
I am extremely disappointed with the manner in which Hollard Insurance has handled our third-party insurance claim
I am extremely disappointed with the manner in which Hollard Insurance has handled our third-party insurance claim following an accident involving a truck insured by Hollard and owned/operated by Valucorp Transport. The accident occurred on Edwin Swales Drive in Durban, where the Valucorp Transport truck collided with our Opel Corsa (registration ***). We are the innocent third parties in this incident. Our vehicle was damaged through no fault of our own, and we have been left dealing with the consequences while Hollard has failed to provide satisfactory communication or meaningful progress regarding our claim. Our claim reference is ***. All the requested documentation was submitted, and we were informed that the claim had been referred to Hollard's Liability Department/Legal Department on 7 October 2026. Since then, we have experienced ongoing frustration trying to obtain basic information about the progress of the claim. Despite numerous follow-ups, we have not received satisfactory clarity on: * Whether the liability investigation has commenced or progressed. * Whether an assessor has been appointed to inspect our vehicle. * When the vehicle assessment will take place. * Whether any additional documentation is required. * Who is responsible for managing our claim and providing updates. * How the accumulating storage costs at the panel beater will be handled. * When we can realistically expect a decision and resolution. Our vehicle remains at the panel beater, and we are facing the possibility of accumulating storage charges due to delays outside our control. We have been referred to the Hollard Legal Department and specifically to Talia Naidoo, yet we are still struggling to obtain clear and meaningful feedback. We have made repeated attempts to communicate with Hollard, including sending follow-up correspondence requesting an update and clarification. Unfortunately, our attempts have not resulted in the level of communication or assistance one would reasonably expect from a major insurance company. What makes this situation particularly unacceptable is that we are innocent third parties. We did not cause this accident, yet we are left without our vehicle, facing potential additional expenses and having to continuously chase an insurance company for answers. We understand that insurance investigations take time. However, there is a difference between allowing reasonable time for an investigation and failing to communicate with affected parties. **WHAT WE EXPECT FROM HOLLARD:** 1. Immediate management intervention and escalation of our complaint. 2. A written update on the current status of claim ***. 3. Confirmation of the progress of the liability investigation. 4. Confirmation of whether an assessor has been appointed and when our vehicle will be assessed. 5. Written clarification regarding responsibility for storage charges accumulating at the panel beater. 6. A dedicated contact person who will take responsibility for communicating with us. 7. A clear and reasonable timeframe for the next steps and resolution of this matter. We are not asking for preferential treatment. We are asking for fair treatment, accountability, professional communication and reasonable assistance. Hollard is the insurer of the vehicle responsible for this accident, and we believe that innocent third parties should not be left in financial uncertainty and frustration because of poor claims administration and communication. We sincerely hope that making this complaint public will finally result in someone at management level taking ownership of this matter. We expect a formal response and urgent intervention. **Claim *** **Vehicle: Opel Corsa – ***
1 reviews | Active since May 2024
I am extremely disappointed with the manner in which Hollard Insurance has handled our third-party insurance claim
I am extremely disappointed with the manner in which Hollard Insurance has handled our third-party insurance claim following an accident involving a truck insured by Hollard and owned/operated by Valucorp Transport. The accident occurred on Edwin Swales Drive in Durban, where the Valucorp Transport truck collided with our Opel Corsa (registration ***). We are the innocent third parties in this incident. Our vehicle was damaged through no fault of our own, and we have been left dealing with the consequences while Hollard has failed to provide satisfactory communication or meaningful progress regarding our claim. Our claim reference is ***. All the requested documentation was submitted, and we were informed that the claim had been referred to Hollard's Liability Department/Legal Department on 7 October 2026. Since then, we have experienced ongoing frustration trying to obtain basic information about the progress of the claim. Despite numerous follow-ups, we have not received satisfactory clarity on: * Whether the liability investigation has commenced or progressed. * Whether an assessor has been appointed to inspect our vehicle. * When the vehicle assessment will take place. * Whether any additional documentation is required. * Who is responsible for managing our claim and providing updates. * How the accumulating storage costs at the panel beater will be handled. * When we can realistically expect a decision and resolution. Our vehicle remains at the panel beater, and we are facing the possibility of accumulating storage charges due to delays outside our control. We have been referred to the Hollard Legal Department and specifically to Talia Naidoo, yet we are still struggling to obtain clear and meaningful feedback. We have made repeated attempts to communicate with Hollard, including sending follow-up correspondence requesting an update and clarification. Unfortunately, our attempts have not resulted in the level of communication or assistance one would reasonably expect from a major insurance company. What makes this situation particularly unacceptable is that we are innocent third parties. We did not cause this accident, yet we are left without our vehicle, facing potential additional expenses and having to continuously chase an insurance company for answers. We understand that insurance investigations take time. However, there is a difference between allowing reasonable time for an investigation and failing to communicate with affected parties. **WHAT WE EXPECT FROM HOLLARD:** 1. Immediate management intervention and escalation of our complaint. 2. A written update on the current status of claim ***. 3. Confirmation of the progress of the liability investigation. 4. Confirmation of whether an assessor has been appointed and when our vehicle will be assessed. 5. Written clarification regarding responsibility for storage charges accumulating at the panel beater. 6. A dedicated contact person who will take responsibility for communicating with us. 7. A clear and reasonable timeframe for the next steps and resolution of this matter. We are not asking for preferential treatment. We are asking for fair treatment, accountability, professional communication and reasonable assistance. Hollard is the insurer of the vehicle responsible for this accident, and we believe that innocent third parties should not be left in financial uncertainty and frustration because of poor claims administration and communication. We sincerely hope that making this complaint public will finally result in someone at management level taking ownership of this matter. We expect a formal response and urgent intervention. **Claim *** **Vehicle: Opel Corsa – ***
1 reviews | Active since Mar 2009
Equipage definitely the best
We have a few horses and unfortunately like horses do they get injuries and get sick. Equipage however takes all the financial worry out of any incident. They are absolutely amazing. They are always just a phone call away, from great service to fantastic support. They handle absolutely everything. I can not recommend Equipage highly enough as their service is always the best. Unfortunately for them we have put a few claims through and fortunately for us they always took all the stress away and claims were handled fast and without issues. If you want quality service Hollard Equipage is the only insurance I know of that goes the extra mile for their clients. What a privilege to have our horses insured with them.
1 reviews | Active since Mar 2009
Equipage definitely the best
We have a few horses and unfortunately like horses do they get injuries and get sick. Equipage however takes all the financial worry out of any incident. They are absolutely amazing. They are always just a phone call away, from great service to fantastic support. They handle absolutely everything. I can not recommend Equipage highly enough as their service is always the best. Unfortunately for them we have put a few claims through and fortunately for us they always took all the stress away and claims were handled fast and without issues. If you want quality service Hollard Equipage is the only insurance I know of that goes the extra mile for their clients. What a privilege to have our horses insured with them.