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
Author: Paige Estritori

Please Note: We do not endorse any specific products or companies. Some content is sourced from third parties, including press releases, and may not be independently verified for accuracy or completeness.

Share this news item:

Insurance News

Clear

What the Latest Truck Crash Findings Mean for Your Cover

30 Jul 2026: Paige Estritori

Fresh heavy vehicle crash research from transport insurer NTI has again put a spotlight on the practical causes of serious truck incidents, with speed for the conditions, fatigue, distraction, equipment issues and vehicle fires all remaining central risk themes for Australian operators. For truck owners, fleet managers and owner-drivers, the findings are more than a safety update. They are a reminder that risk management and insurance outcomes are closely connected. - read more

Why truck fire risk deserves a closer insurance review

29 Jul 2026: Paige Estritori

A fresh round of transport safety coverage has put truck fires back on the risk agenda for Australian operators. While major crashes often attract the most attention, a vehicle fire can be just as disruptive for a business: the truck may be written off, the load may be damaged, a route may be blocked and the operator may lose income while replacement equipment is sourced. - read more

Insurance Complaint Trends Put Claims Preparation Back in Focus

29 Jul 2026: Paige Estritori

Fresh industry attention on Australian Financial Complaints Authority complaint trends is a timely reminder that insurance value is not only tested when a policy is bought. For trade businesses, the real test often comes when a damaged tool trailer, public liability allegation, stolen equipment claim or storm-affected worksite needs to be resolved quickly so the next job can proceed. - read more

What a More Stable Income Protection Market Means for Your Pay Packet

29 Jul 2026: Paige Estritori

Recent APRA life insurance performance data has given the income protection sector a cautiously positive signal: the market appears to be moving through a more stable phase after several years of product redesign, pricing pressure and closer regulatory attention. For consumers, the important point is not that cover has suddenly become simple, but that insurer sustainability and claim reliability remain central to the value of any policy. - read more

New APRA Data Reinforces the Need to Review Income Protection Cover

29 Jul 2026: Paige Estritori

APRA’s latest life insurance performance data has put income protection back under the spotlight, with disability income products continuing to be one of the more closely watched areas of the sector. While the broader life insurance industry has been showing signs of improved stability, the update reinforces that policies designed to replace income after illness or injury remain sensitive to claims experience, pricing, and changing work and health trends. - read more

Click for more Insurance News