General Insurance Code of Practice
As a member of the Insurance Council of Australia, The Hollard Insurance Company has adopted the General Insurance Code of Practice (Code). The Code sets service standards in the insurance industry, improves the way that claims and complaints are handled, and helps customers better understand how general insurance works. The Code is monitored and enforced by an independent body, The Code Governance Committee (CGC).
For further information on the Code visit General Insurance Code of Practice. Information about the CGC can be found at insurancecode.org.au.
How to make a complaint
If you have a complaint, we are committed to working with you to resolve it as quickly as possible. If you have a complaint you can contact your insurance broker or us directly on:
Phone: 1300 368 979
Email: resolution@hollard.com.au
If you contact us directly, please provide us with as much information as possible and we will do our best to resolve it straight away. Where we are unable to resolve your complaint straight away or if you are not satisfied with the response, we will refer your complaint to our Customer Resolution Team who will review your complaint and provide you with a response. You will be provided with the contact details of the person looking after your complaint and you will receive regular progress updates.
If we cannot resolve your complaint:
If you are not happy with our decision, or we have taken more than 30 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at:
Phone: 1800 931 678
Post: GPO Box 3 Melbourne VIC 3001
Website: afca.org.au
Email: info@afca.org.au
The AFCA provides fair and independent financial services complaints resolution that is provided to you free of charge. AFCA has authority to hear certain complaints and they will confirm if they can assist you. A determination by AFCA is binding on Us provided you also accept the determination but is not binding on you. You do not have to accept their determination and you have the right to seek further legal assistance.
For further information see our Complaints Brochure.
Dispute resolution - motor suppliers
As a repairer, 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.
Privacy
If you have a complaint about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please use our complaints process above or contact our Privacy Officer at privacy@hollardcommercial.com.au.