In this section, 'we', 'our' and 'us' means The Hollard Insurance Company Pty Ltd.
If you have a complaint
We hope that you never have a complaint, but if you do we will do our best to work with you to resolve it through the following process:
Our internal complaints process
Step 1: Call 1300 409 322
Please contact one of our Claims Assessors, who will try to resolve your complaint straight away.
Step 2: Talk to the manager
If we have not been able to resolve your complaint, then you can discuss your concerns with one of our managers, also available on 1300 409 322.
Step 3: Contact Internal Dispute Resolution Committee
If you are still not satisfied and your complaint is not yet resolved, you can contact our Internal Dispute Resolution Committee at:
Mail: Fast Cover Claims Locked Bag 2010, St Leonards NSW 1590
Phone: 02 9253 6600
Your concerns will be investigated by an officer with full authority to deal with the complaint and we will inform you of the outcome within 15 working days of receiving your complaint.
Step 4: Where we have not resolved your complaint
If we have been unable to resolve your concerns once you have been through our Internal Dispute Resolution process, or your complaint has not been resolved within 45 days, you may contact the Australian Financial Complaints Authority (AFCA).
A dispute can be referred to the Australian Financial Complaints Authority (AFCA) subject to its terms of reference. It provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms and its contact details are:
Mail: GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678
A decision of AFCA is binding on Hollard (up to specified jurisdiction limits). A decision of AFCA is not binding on You and You have the right to seek further legal assistance. The AFCA Service is a service provided to You free of charge.