Supplier support

Incident reporting

What is an Incident?

An incident is an event which deviates from what was expected and have the potential to cause a negative impact (financial, reputational, regulatory, and operational) to Hollard, customers or key stakeholders. 

What to do if an incident occurs

If something goes wrong when you or your staff are acting for us, this must be logged as an incident as soon as possible, but no later than 1 Business Day from the identification of the incident.

To log the incident, access the Incident Reporting Form and complete the required fields. Once the incident has been logged and forwarded to Hollard Commercial, our Line 1 Risk team will be notified and will assess the information provided. If required, they will contact you about next steps.

Complaints reporting

What is a complaint?

“An expression of dissatisfaction made to or about Hollard related to our products (our policies of insurance) our services, staff, our partners, or our complaints handling process itself, where a response or resolution is explicitly or implicitly expected or legally required.”

What to do if a complaint occurs

When you or your staff are acting on our behalf and a customer makes a complaint about you or us, this must be logged as a complaint as soon as possible, but no later than 1 Business Day of the customer having made the complaint. You must log the complaint even if you were able to resolve the complaint in the first instance.

To log the complaint, access the Complaints Reporting Form and complete the required fields. Once the complaint has been logged and forwarded to Hollard Commercial, our Customer Resolution Team will be notified and will assess the information provided. If required, they will contact you about next steps.