Problems with Club 4x4 Insurance?

Submitted: Monday, Jan 29, 2018 at 14:54
ThreadID: 136179 Views:1764 Replies:7 FollowUps:31
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Has anyone had problems trying to contact Club 4x4 Insurance?
I've been trying all day via phone, phone message and email, with no response.
Hate to think the same issue would arise if you were stuck somewhere outback with a problem that needed sorting.
My latest attempt resulted in about half an hour on hold and then a message saying they were closed and to call back during office hours between 9am and 5pm - though my call was at 3pm !!
Of course there was no delay when I rang to sign up for the policy a few months ago.
Beginning to wonder if I am dealing with Dodgy Brothers Insurance here - anyone else had similar experience?
Cheers
Wildmax
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Reply By: Michael ( Moss Vale NSW) - Monday, Jan 29, 2018 at 15:38

Monday, Jan 29, 2018 at 15:38
Club 4x4 is owned by Hollard, they are huge. I'm sure everything is ok. A South African mob that own or underwrite a heap of smaller insurance companies. I just signed up with them for the first time for my Patrol. Michael
Patrol 4.2TDi 2003

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Follow Up By: Kenell - Monday, Jan 29, 2018 at 16:20

Monday, Jan 29, 2018 at 16:20
Michael,

I think you will find Club 4x4 is an Authorised Rep of Hollard. Last I heard there was no ownership as such. They each operate under their own Financial Services license. You are right though that Hollard is solid enough and they provide the security for the cover. Still - got to wonder why they aren't open on a normal business day.

Kenell
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Follow Up By: Malcom M - Tuesday, Jan 30, 2018 at 06:15

Tuesday, Jan 30, 2018 at 06:15
Wrong!
Hollard is just the underwriter and has nothing whatsoever to do with policies.
Better off ringing Pat Callinen as hes part of the Club 4x4 company. Think they might share office space in Emu Plains.
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Follow Up By: Kenell - Tuesday, Jan 30, 2018 at 07:21

Tuesday, Jan 30, 2018 at 07:21
Malcolm M,

Hollards is the underwriter and as such accepts premiums and pays claims. They are the provider of the security. They are no different to QBE, Vero, CGU or many of the other insurers in this country except that their base is in South Africa. They are all authorised under licenses issued by the federal government. Club 4x4 is an authorised representative (agent under the old definitions) and they are merely the ones who sell the policies for a commission / fee on behalf of Hollards. Club 4x4 does not pay claims and they pass on the premiums to Hollards.
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Follow Up By: Malcom M - Tuesday, Jan 30, 2018 at 07:30

Tuesday, Jan 30, 2018 at 07:30
Kenell

Not sure why you directed all that stuff in my direction.

However relate that back to the original message and they do not own Club4x4.
That is the point I was reinforcing. They are just the policy underwriters as you agree.
If someone has issues with Club4x4, its nothing whatsoever to do with Hollard.
If Club4x4 does not answer the phone and goes broke, again nothing to do with Hollard.

Doesn't fill me with confidence that they operate from a PO box with no published address though...
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Follow Up By: Kenell - Tuesday, Jan 30, 2018 at 07:40

Tuesday, Jan 30, 2018 at 07:40
Michael M,

I apologise if I misinterpreted your comment that Hollards had nothing to do with policies. Of course they issue the policies and it seems that we agree on that. They are also ultimately responsible for the actions of their ARs ie Club 4x4. If it was me hanging on the line for 90 mins I would have called Hollards directly. In fact if it was a claim matter thats what I'd do anyway.
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Follow Up By: Malcom M - Tuesday, Jan 30, 2018 at 07:48

Tuesday, Jan 30, 2018 at 07:48
I find it hard to believe Hollard would be interested in the fact that one of the little 'zero address' spin offs somewhere in the world was not answering the phone but maybe I'm doing them a disservice.
If it was a claim matter though, then I think I'd follow your lead there.

I'd love to hear from someone who has made a claim against Club4x4.
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Follow Up By: Shaker - Tuesday, Jan 30, 2018 at 08:31

Tuesday, Jan 30, 2018 at 08:31
Ha ha, good luck calling Hollard, you would have no agreement with them, nor they with you!

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Follow Up By: Kenell - Tuesday, Jan 30, 2018 at 10:11

Tuesday, Jan 30, 2018 at 10:11
Shaker,

The customer actually has a legally binding contract with Hollards called a policy or a PDS. Its a lot more than he has with Club 4x4. If customers complain to the underwriter I would be confident it would act pretty swiftly. Most underwriters would have a temporary malfunction of a daily bodily function if ASIC or the Financial Ombudsman Service was to knock on their door concerning complaints received about their ARs.
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Reply By: rlhydn - Monday, Jan 29, 2018 at 15:40

Monday, Jan 29, 2018 at 15:40
Not sure why they're not answering their phone today. That reminds me - I need to call them also.

I thought their coverage for say, outback recovery is purely financial from what I understand so hopefully there is little need to be calling them too urgently from somewhere remote.
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Follow Up By: Member - Wildmax - Monday, Jan 29, 2018 at 15:56

Monday, Jan 29, 2018 at 15:56
Yep, 90 minutes waiting on a satphone would get a bit expensive !!
Wildmax
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Reply By: Zippo - Monday, Jan 29, 2018 at 16:30

Monday, Jan 29, 2018 at 16:30
Holiday Monday in lieu of the customary day off for Oz Day maybe?

That would explain the recorded message.
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Follow Up By: rlhydn - Monday, Jan 29, 2018 at 17:16

Monday, Jan 29, 2018 at 17:16
From memory in Vic Australia Day weekend includes Monday....
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Follow Up By: Member - Boobook - Tuesday, Jan 30, 2018 at 05:46

Tuesday, Jan 30, 2018 at 05:46
Nope it's not that. Work as usual.
Tony
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Follow Up By: Nomadic Navara - Friday, Feb 02, 2018 at 07:30

Friday, Feb 02, 2018 at 07:30
The holiday for Australia Day falls on the 26th, you only get a day in lieu if the 26th is on a weekend. The holiday this year was on Friday.



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Reply By: Member - Wildmax - Monday, Jan 29, 2018 at 23:16

Monday, Jan 29, 2018 at 23:16
I eventually got through to a decidedly grumpy call centre operator, after three phone calls and a total of 90 minutes wait time. No explanation for non-answer, except she was busy (and clearly didn't want to be there).
Wildmax
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Follow Up By: Shaker - Tuesday, Jan 30, 2018 at 08:28

Tuesday, Jan 30, 2018 at 08:28
Your AOR Eclipse has morphed in to a Tvan!
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Follow Up By: Jackolux - Tuesday, Jan 30, 2018 at 08:38

Tuesday, Jan 30, 2018 at 08:38
I have my Ute and Tvan insured with Club , I have called them a few times just to renew or clarify a couple of things , never had a problem getting answered but some of the info was wrong and had to be sorted .
There is a thread on another forum about Club some ppl are not happy , can I say what forum ?
I have a windscreen claim ATM , just waiting to be contacted by the company that is going to replace it , someone is a bit slack , I dunno if it's the mob that's going to fit the screen or maybe Club .
It's not urgent, just as well , I will give it a couple of more days and see what happens .
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Follow Up By: Member - Wildmax - Tuesday, Jan 30, 2018 at 09:54

Tuesday, Jan 30, 2018 at 09:54
Hi Shaker,
Must update that photo sometime - previous camper and previous ute.
We had a much loved TVan for some years, and if I was able to afford and store two campers I would never have parted with it. One of the disadvantages of being in Tassie is that you can't just decide which configuration you want to use and drive off - need to book the ferry weeks/months ahead.
Cheers
Wildmax
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Reply By: TTTSA - Thursday, Feb 01, 2018 at 15:12

Thursday, Feb 01, 2018 at 15:12
I made a windscreen claim with Club 4x4 a while ago, had no problems. I asked for a Genuine Toyota windscreen and they obliged, they have a $1000.00 limit on a glass claim. The mobile installer of their choice contacted me promptly, had to wait 2 days for the glass to arrive from Melbourne and fitted the next day.

Cheers
Peter
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Follow Up By: garrycol - Thursday, Feb 01, 2018 at 16:55

Thursday, Feb 01, 2018 at 16:55
What if your genuine windscreen is more that $1000 - say $1200 - do you have to pay the extra $200 yourself? My insurer just has windscreen cover - no co-payments required.
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Follow Up By: Member - Wildmax - Thursday, Feb 01, 2018 at 17:15

Thursday, Feb 01, 2018 at 17:15
Thanks Peter, that's good to hear - second positive report re a claim.
Cheers
Wildmax
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Follow Up By: TTTSA - Thursday, Feb 01, 2018 at 17:34

Thursday, Feb 01, 2018 at 17:34
garrycol, that is correct. I would have to pay over and above.

Have you asked your insurance company to replace with an original screen? They are not obliged too, they need only replace like with like.
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Follow Up By: garrycol - Thursday, Feb 01, 2018 at 17:55

Thursday, Feb 01, 2018 at 17:55
Yes - my screen is about $1600 and had it replaced with the genuine item - no issue - no out of pocket expenses.

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Follow Up By: Member - Boobook - Friday, Feb 02, 2018 at 06:22

Friday, Feb 02, 2018 at 06:22
TTSA, they are required to replace all parts including the windscreen with Original brand if the vehicle is under warranty.
Tony
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Follow Up By: TTTSA - Friday, Feb 02, 2018 at 19:44

Friday, Feb 02, 2018 at 19:44
That's good to know Boobook.

Cheers
Peter
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Reply By: Michael H9 - Friday, Feb 02, 2018 at 06:46

Friday, Feb 02, 2018 at 06:46
We had the owner of Club 4x4 speak at our club. They are underwritten by Hollards but there is no relationship between you and Hollards. The relationship is between you and Club 4x4. Club 4x4 is not an agent of Hollards, their business is their own and Hollards agree to cover their policies under a separate business agreement. It's two separate relationships so it will do you absolutely no good to try and deal direct with Hollards, you have no relationship with them. Club 4x4 advertise they are underwritten by Hollards so that it gives you confidence in their ability to pay out on claims and not go broke.
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Follow Up By: Michael H9 - Friday, Feb 02, 2018 at 08:14

Friday, Feb 02, 2018 at 08:14
Another point that came out of the talk was that Club 4x4 do not arrange remote recovery. The customer must arrange and pay for the recovery and submit the bill to Club 4x4 for reimbursment. I'm happy to be wrong on this but that's how I remember it. If so, don't bother sitting for 90 minutes on the sat phone to them.
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Follow Up By: Kenell - Friday, Feb 02, 2018 at 10:57

Friday, Feb 02, 2018 at 10:57
Michael H9,
The customer always has a relationship with the underwriter. The PDS says so and it is a legally binding contract. Your man from Hollards would be correct in explaining the relationship between them and Club 4x4 if Club 4x4 was a broker but they are not. They are an AR and as such Hollards are ultimately liable for their actions. Most insurers don't deal with ARs and it is not uncommon for them to consider them the same as brokers but they aren't. I have spent the last 45 years in this field and I think I have a fair handle on it. I cast no stones at your Hollards man and I am sure he was acting in good faith when he said what he did. As I have said it is a common misnomer.
Kenell
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Follow Up By: Michael H9 - Friday, Feb 02, 2018 at 12:03

Friday, Feb 02, 2018 at 12:03
The man wasn't from Hollards, he was the owner of Club 4x4. All insurance companies are underwritten by bigger companies. NRMA insurance and Coles Car insurance along with many other brands, are underwritten by IAG. You don't ring IAG in the event of a claim, they have no idea who you are.
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Follow Up By: Kenell - Friday, Feb 02, 2018 at 13:01

Friday, Feb 02, 2018 at 13:01
Michael,
The insurance world is indeed complex. I won't go into the NRMA or various RAC relationships with their IAG, Suncorp and other facilities but those are vastly different to the relationships between Authorised Reps and their underwriters. Club 4x4 in the old parlance is just an agent and their underwriter at law is responsible for them.
I am sure this now becoming boring to everyone so I will buy out before I climb too much further up on my soapbox.

Kenell
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Follow Up By: Michael H9 - Friday, Feb 02, 2018 at 14:54

Friday, Feb 02, 2018 at 14:54
Where did you get the impression they were an agent? The owner specifically stated they weren't, but they were underwritten by as most insurance companies are.
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Follow Up By: Kenell - Friday, Feb 02, 2018 at 15:54

Friday, Feb 02, 2018 at 15:54
Michael,

I got it directly from their own PDS under the heading "About us" ie

Club 4x4 Pty Ltd (ABN 41 606 776 274 AR 1235616) (Club 4x4) is an authorised representative of The Hollard Insurance Company Pty Ltd (ABN 78 090 584 473 AFSL 241436) (Hollard), authorised to promote, deal in and provide general advice on general insurance products. Club 4x4 has agreed to the use of its name for this insurance product, who act on behalf of Hollard and not on your behalf.

An Authorised Representative is the term now used for an agent. They act on behalf of Hollard. If they were a broker I would agree with what your club guest speaker told you but a broker is quite different to an AR.
This is all going off topic though. What I was trying to do was give people an assurance that they can go directly to Hollard if they are having trouble communicating with the AR.

Kenell
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Follow Up By: Michael H9 - Friday, Feb 02, 2018 at 16:57

Friday, Feb 02, 2018 at 16:57
Thanks Kenell, that contradicts what we were told and is the reason I thought it wise to continue the thread. Far from boring, I will be going further with them on this. Cheers.
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Follow Up By: TTTSA - Friday, Feb 02, 2018 at 19:54

Friday, Feb 02, 2018 at 19:54
Hi Kenell, as Michael H9 said it is far from boring. Interesting all the little bits and pieces that ordinary people not in the industry generally no idea about, me bein g one of those myself as in not having much idea.

Cheers
Peter
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Reply By: Member - Middo64 - Tuesday, Feb 13, 2018 at 13:50

Tuesday, Feb 13, 2018 at 13:50
They told me that they are really snowed under at the moment.
I have had a claim in since 2/1/2018 and it just seems to keep dragging on.
After getting on to them the week before last I was told that a claims officer would ring me back either that afternoon or the next day.
I didn't hear from them and I chased them multiple times last week. I finally got on to a claims officer last Friday and they told me they needed further info which I provided immediately.
I was told that it would be processed first thing on Monday (yesterday) but when I called to check today I was told that the documents I had forwarded still hadn't been attached to my case. To be honest I am getting a bit jack of it all.
It has now been over 3 weeks since I lodged the claim. They have taken the car from the repairer (about a week ago) as it has been classed a write-off and I am stuck with no car waiting for them to finish processing things. Meanwhile I don't have a car (my fault for not taking the hire car option - but I didn't expect it would take over 3 weeks to finalise).
The worst part I believe is that the only communication I have received from them is when I have called. This includes no notification that the car was written off or that they had taken it.
I don't believe there will be any issue with the payout but the whole process has been fairly badly managed I believe.
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Follow Up By: Member - Wildmax - Tuesday, Feb 13, 2018 at 21:33

Tuesday, Feb 13, 2018 at 21:33
Hi Middo,
That's a bit concerning - if you had a claim in on 2/1/18, it's now taken nearly six weeks. Much longer than you want to have to wait without a vehicle.
Will be interested to hear when you get the issue resolved, as while people seem generally happy with the experience in dealing with the company on signing up and billing etc, there is not a lot of claims experience to judge.
Cheers,
Wildmax
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Follow Up By: Member - Middo64 - Tuesday, Feb 13, 2018 at 22:08

Tuesday, Feb 13, 2018 at 22:08
Not quite that bad. I had a typo in my original post. It should have read 22/1/2018.
That said, it's the communication which I have had a problem with. They wrote off the car and collected it from the repairer and I only found out 3 days later when I rang to enquire where it was up to. No-one thought that I might like to know that my car was written off and ownership had passed to Club 4X4.
I had a replacement car lined up to purchase but couldn't commit to it as I can't get any indication as to how long it will be before it is finalised.
I have had a previous not at fault claim with them and I had no issues whatsoever, so hopefully they are just super busy and will sort it out this week.
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