The homeowner, dissatisfied with earlier repair efforts concluded in May 2023, cited an expert analysis revealing ongoing mould contamination. The analysis detailed "moisture migration" from damp materials on the ground floor contributing to mould growth on the upper levels of the home. A mycologist’s inspection in August 2023 uncovered significant fungal spore concentrations throughout the property, including in the insulation and air-conditioning system.
Subsequent investigations indicated elevated spore levels within key areas such as a bedroom and bathroom. The mycologist conclusively stated that the property was not adequately remediated for mould.
Hollard refuted these findings, asserting repair work was satisfactory and contested the reliability of the homeowner's assessments, which were conducted six to ten weeks after Hollard’s expert, WEC, had reportedly verified the mould issues as resolved. Hollard suggested that any ongoing mould presence could be attributed to external factors, such as the homeowner’s pets or workers.
Conversely, the AFCA panel criticised Hollard’s WEC findings for their lack of specificity, primarily relying on generalized airborne mould testing. In contrast, the complainant's experts provided more comprehensive evaluations evidencing persistent mould issues.
The AFCA noted a contradiction in Hollard’s stance, linking the return of mould to non-claimable factors, as this was not in alignment with its own investigations which attempted to undermine the homeowner's findings of mould.
The authority concluded that Hollard had inadequately addressed the mould issue, likely exacerbated by insufficient containment and delays, allowing its spread to the upstairs area of the property.
In light of these findings, AFCA recommended a fair resolution involving a cash settlement to encompass a renewed scope of works with a 15% contingency increase. Moreover, Hollard is required to fund alternative accommodation while the property remains uninhabitable, compensate for any damage from its repair work, and cover the homeowner’s expert costs.
Additionally, Hollard has been mandated to pay a total of $5,400 in damages—$2,500 for the unresolved mould issue and $2,900 for failing to adhere to an earlier AFCA dispute outcome.
Published:Monday, 10th Mar 2025
Source: Paige Estritori
![]() | Insurer Prevails in Fraudulent Rental Claim Dispute 17 Mar 2025: Paige Estritori The insurer QBE has successfully reversed a payout concerning a fraudulent rental claim, as determined by the Australian Financial Complaints Authority (AFCA). The controversy arose from a claim lodged under an owners’ corporation residential strata plan for water damage and subsequent rental losses dating back to a January 2022 storm. - read more |
![]() | Australia’s Insurtech Rise: Pioneering Innovation in Insurance 12 Mar 2025: Paige Estritori The Australian insurtech sector is steadily gaining prominence with innovative products aimed at boosting efficiency, security, and customer interaction. According to a recent report titled 'Insurtech Down Under: Trends, Tech and Triumphs,' the sector's growth is accelerating, supported by strategic investments and technological advancements. - read more |
![]() | Hacked Company Loses Insurance Battle Over Customer Payment Scam 11 Mar 2025: Paige Estritori A company recently faced a significant setback after losing an insurance claim dispute related to funds stolen in a fraudulent email scheme. Cybercriminals infiltrated the business's email system, sending out fake invoices that directed clients to pay into a bogus bank account. Consequently, two customers inadvertently transferred a total of $66,148 to the fraudulent account. Attempts to retrieve this money were unsuccessful, and the customers refused further payments to the company. - read more |
![]() | Australia Underwriting Rises to Meet Complex Insurance Challenges 11 Mar 2025: Paige Estritori In an evolving insurance landscape where traditional underwriters are hesitant to cover high-risk scenarios, Australia Underwriting has strategically positioned itself to fill this crucial gap. The company has become recognized for its expertise in handling difficult-to-place insurance risks, often ignored by larger insurers focused on lower-risk ventures. Founded by industry veteran George Vincent, the firm has capitalized on unserved market segments and emerged as a vital player in the Australian insurance space. - read more |
![]() | Ombudsman Orders Higher Compensation From Insurer Over Mould Dispute 10 Mar 2025: Paige Estritori The Australian Financial Complaints Authority (AFCA) has directed insurance provider Hollard to enhance its compensation payout to a homeowner following a failed attempt to remediate mould contamination in the owner’s property. Despite previous repair efforts by Hollard, lingering mould issues persisted, prompting further disputes. - read more |
![]() | Common Mistakes to Avoid When Filing a Car Insurance Claim Filing a car insurance claim can be a complex and overwhelming task. Understanding the process is crucial to ensure that everything goes smoothly and you get the compensation you deserve. - read more
|
![]() | Understanding Insurance Jargon: A Guide for Comparing Online Quotes Insurance jargon refers to the specialized terminology and phrases used within the insurance industry. These terms can often be confusing and complicated for those not familiar with the field. - read more
|
![]() | Comprehensive vs. Third Party Insurance: Which Car Insurance is Right for You? Car insurance is a crucial component of responsible vehicle ownership. It offers financial protection against unforeseen events on the road, providing peace of mind for drivers across the country. In Australia, navigating the world of car insurance can initially seem daunting, but understanding the basics can make the process smoother and more intuitive. - read more
|
![]() | Why Customisation Matters: Tailoring Car Insurance to Fit Your Needs Car insurance customisation refers to the process of tailoring an insurance policy to fit the specific needs and circumstances of an individual driver or business. Unlike standard, one-size-fits-all policies, customised car insurance allows for the inclusion and exclusion of coverage options based on the unique requirements of the insured party. - read more
|
![]() | Comprehensive vs. Third-Party Car Insurance: Which Is Right for You? Welcome to our comprehensive guide on car insurance in Australia! Whether you're a seasoned driver or a newcomer to the roads, understanding car insurance is crucial for protecting yourself and your vehicle against unforeseen events. - read more
|
![]() |
Tips for Finding Affordable Car Insurance Without Sacrificing Coverage in Australia Car insurance is a crucial aspect of owning a vehicle, providing financial protection in case of accidents, theft, and other unexpected events. However, finding the right balance between affordability and adequate coverage can be a challenging task. - read more
|
![]() |
Don't Get Caught: Essential Tips for Avoiding Car Insurance Mistakes When it comes to protecting your vehicle and your finances, car insurance is a crucial investment. In Australia, car insurance helps cover the costs associated with accidents, theft, and other unexpected events on the road. - read more
|
![]() |
Comprehensive vs. Third-Party Car Insurance: Which Is Right for You? Welcome to our comprehensive guide on car insurance in Australia! Whether you're a seasoned driver or a newcomer to the roads, understanding car insurance is crucial for protecting yourself and your vehicle against unforeseen events. - read more
|
![]() |
The Art of Comparing Car Insurance Quotes for Max Savings in Australia Car insurance is a critical component of responsible vehicle ownership in Australia. With roads bustling with diverse traffic, from urban highways to outback tracks, safeguarding your journey becomes indispensable. However, the complex world of car insurance can bewilder even the most astute driver. This article embarks on a quest to demystify the process of comparing car insurance quotes, aiming for not just coverage, but substantial savings too. - read more
|
![]() |
Comprehensive vs. Third Party Insurance: Which Car Insurance is Right for You? Car insurance is a crucial component of responsible vehicle ownership. It offers financial protection against unforeseen events on the road, providing peace of mind for drivers across the country. In Australia, navigating the world of car insurance can initially seem daunting, but understanding the basics can make the process smoother and more intuitive. - read more
|