Ombudsman Orders Higher Compensation From Insurer Over Mould Dispute

The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.

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

Please Note: If this information affects you, seek advice from a licensed professional.

Share this news item:

Insurance News

Clear

AIA Australia's New Partnerships Encourage Cycling Among Members

11 Mar 2026: Paige Estritori

In a strategic move to promote physical activity among its members, AIA Australia has announced partnerships with global fitness company Peloton and premium cycling brand Specialized. These collaborations aim to provide AIA Vitality members with significant discounts on cycling equipment, thereby encouraging a more active lifestyle. - read more

Health Insurers and Natural Therapists Unite to Establish Accreditation Standards

11 Mar 2026: Paige Estritori

In a significant development for the integration of natural therapies into mainstream healthcare, Australian health insurers are collaborating with natural therapy associations to develop accreditation and claims frameworks. This initiative follows recent legislative changes that permit health funds to offer rebates for specific natural therapies, including Yoga, Pilates, Tai Chi, Shiatsu, Naturopathy, Western herbal medicine, and the Alexander Technique. - read more

News Corp Australia's 'Health of the Nation' Campaign Returns with New Collaborations

11 Mar 2026: Paige Estritori

News Corp Australia has relaunched its 'Health of the Nation' campaign for the third consecutive year, aiming to drive healthier habits among Australians. This year's campaign features Woolworths as the presenting partner for the third time and introduces Anytime Fitness as a new supporting partner. - read more

Significant Health Insurance Premium Increase Set for April 2026

10 Mar 2026: Paige Estritori

Australian health insurance policyholders are set to experience a substantial increase in their premiums, with an average rise of 4.41% scheduled to take effect from April 2026. This adjustment marks the most significant hike since 2017 and is expected to impact over 15 million Australians who hold private health insurance policies. - read more

Private Health Insurers Refund $4.8 Billion to Policyholders Post-Pandemic

10 Mar 2026: Paige Estritori

In a significant move, Australian private health insurers have refunded nearly $4.8 billion to policyholders, fulfilling their commitment not to profit from the reduced access to health services during the COVID-19 pandemic. This substantial refund comes after widespread cancellations of elective surgeries and other medical appointments during lockdowns, which led to considerable savings for insurers. - read more

Click for more Insurance News