Hollard

Complaints policy

If you ever feel less than satisfied by our products, customer service, or pricing, we want you to tell us.

When managing customer complaints or dissatisfactions, we aim to create a quick, fair and consistent process that’s sensitive to the individual needs and circumstances of our customers. We use complaint information to not only put things right, but also to understand root causes, and identify errors or failures.

A complaint is an expression of dissatisfaction made to or about an organization, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

How to make a complaint

Contact us

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Telephone us 
1300 368 979 or 02 9253 6600

Email us 
resolution@hollard.com.au

Write to us
Customer Resolution
Locked Bag 2010
St Leonards NSW 1590

If you have a broker

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If you have an insurance broker, please contact them to explain the situation.

If you don't have an insurance broker, or want to contact us directly about your dealings with us or someone you have purchased one of our products from, please contact us.

Motor repairers

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We understand that occasionally there may be times when you may not be satisfied with the service you have received and are entitled to make a complaint.

Hollard has a dispute resolution process to which you may refer disputes when discussions with your local assessor have not resulted in the resolution of a complaint.

If you have a dispute for a matter that has arisen prior to the commencement or completion of the repair, please fill out the information on our Dispute Resolution for Motor Suppliers Form.

More support & information

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Need additional assistance?

We aim to communicate with you in a simple and plain manner, and we recognise that some people need more help when communicating.

If you are deaf or find it hard hearing or speaking with people on the phone, you can contact us through:

The National Relay Service (NRS)

Voice Relay number:1300 555 727
TTY: 133 677

For more information, visit the NRS website.

If you speak a language other than English, you can book an interpreter with:

The Translation and Interpreting Service (TIS National):
www.tisnational.gov.au or Call 131 450

If you need any other assistance to make a complaint, please let our staff know and they will do their best to help you. This might include giving you extra time to explain your complaint or asking us to contact another person on your behalf to get more information about your complaint.

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General Insurance Code of Practice

We are proud to be a signatory to the General Insurance Code of Practice (Code). The Code outlines the standards that insurers need to deliver. It lets you know what you should expect from your insurance company.

The objectives of this Code are to:

  • commit insurers to high standards of service;
  • promote better, more informed relations between insurers and customers;
  • maintain and promote trust and confidence in the general insurance industry;
  • provide fair and effective mechanisms for resolving customer complaints; and
  • promote continuous improvement of the general insurance industry through education and training.

The Code Governance Committee (CGC) is the independent body that monitors and enforces our compliance with the Code. It also aims to drive better Code compliance, helping the insurance industry to improve its service to consumers.

You can read or download a copy of the Code from the CGC website.

Download a copy of The Code

Our internal complaints process

We will:

  • acknowledge your complaint within 24 hours (or one business day) from receiving it, or as soon as practical;
  • we will tell you the name and relevant contact details of the person assigned to liaise with you about your complaint;
  • give you a reference number and contact details so that you can follow up at any time;
  • make sure we understand and investigate the cause of your complaint;
  • respond to you as quickly as possible;
  • keep you informed of our progress at least every 10 business days if we can’t resolve your complaint straight away;
  • keep a record of your complaint; and
  • provide an outcome within a maximum of 30 calendar days, however if we cannot make our decision within this timeframe, then before this deadline passes we will tell you, in writing, the reasons for the delay and about your right to take your complaint to the Australian Financial Complaints Authority, and its contact details.

We will:

  • inform you of the reason for the delay;
  • advise you of your right to complain to the Australian Financial Complaints Authority (AFCA); and
  • provide you with AFCA’s contact details.

We may ask you to provide relevant information to assist us with the investigation of your complaint. For example, this may include relevant emails, letters and details of phone calls.

Australian policyholders

If you’re not satisfied with the outcome or handling of your complaint you may be able to lodge a complaint with AFCA (subject to AFCA’s Complaint Resolution Scheme Rules), which provides external and independent complaint resolution that’s free to consumers.

You can contact AFCA on 1800 931 678 (free call), at info@afca.org.au or by writing to; The Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.

A decision by AFCA is binding on us, but not binding on you. You have the right to seek further legal assistance.

You can also find more information at afca.org.au

New Zealand policyholders

If you’re a New Zealand policy holder, please contact the Insurance & Financial Services Ombudsman (IFSO).

Mailing Address
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington, 6143, New Zealand

Telephone
0800 888 202 (Freephone) or 04 499 7612

Fax
04 499 7614

Website
ifso.nz/complaints

Email
info@ifso.nz

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