Complaints

Health insurance complaints process

We understand the importance of providing excellent service, and how to help members get value from their health cover. We also know that member feedback can help improve the quality of service. We have a process for dealing with complaints to ensure they are heard, which is free of charge.

1 – Talk to us

The first thing you should do is talk to one of our consultants about your concern. Phone us on 1300 935 724. The consultant may be able to resolve the complaint for you.

2 – Contact Customer Resolutions

If the consultant cannot resolve your complaint, you may request the matter be referred to our Customer Resolutions Team. The Customer Resolutions Team will aim to acknowledge receipt of your complaint within 2 working days and assign a Case Manager to conduct an independent review of the matter. Their commitment is to ensure that all complaints are dealt with respectfully, sensitively, fairly, promptly, knowledgeably and consistently.

You can choose to contact them by:

• Writing to – Customer Resolutions Team, Reply Paid 62208, Locked Bag 2010, Newcastle NSW 2300, or
• Email – seniorshealthcomplaints@nib.com.au

Your Case Manager will aim to contact you with a decision usually within 5 working days of making contact with you over the phone and within 15 working days for all other correspondence.

3 – Seek an external review of the decision

We will make every possible effort to resolve your complaint to your satisfaction. In the event that you are not satisfied with the outcome of your complaint, you may wish to contact the Private Health Insurance Ombudsman.

To make a complaint, contact the Commonwealth Ombudsman at ombudsman.gov.au or call 1300 362 072.

For general information about private health insurance, see privatehealth.gov.au

Car, home, contents and landlords insurance complaints process

If you have a complaint or dispute, we are committed to work with you to resolve it as quickly as possible. These steps are a part of our complaint and dispute resolution procedure:

First, get in touch with us on 13 13 43 about your concerns, and we will do our best to resolve them straight away. If they are unable to or if you are still not satisfied, our Customer Resolution Team 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 will receive regular progress updates.

When you make a complaint, please provide us with as much information as possible.

You can also make a complaint by contacting us on:

Post: Seniors Car, Home & Landlords Insurance, Locked Bag 2010, St Leonards, NSW, 1590

Email: resolution@hollard.com.au

Call: 02 9253 6600

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:

Post: GPO Box 3 Melbourne VIC 3001

Email: info@afca.org.au

Phone: 1800 931 678

Website: afca.org.au

The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You have the right to seek further legal assistance.

Travel insurance complaints process

We value your feedback

Your feedback is important to us. We strive to provide you with high-quality products and consistently great service. If you have a complaint about one of our products or the service you’ve received, either from us directly or from one of our partners or suppliers, we’d like the opportunity to resolve it for you.

Need to make a complaint?

If you’re dissatisfied with our service in any way, please contact us and we’ll attempt to resolve the matter in accordance with your internal dispute resolution procedures. You can contact us to make a complaint and request a copy of our procedures using the contact details below.

Allianz Global Assistance

Mail – Locked bag 3014, Toowong DC QLD 4066

Phone – 1300 795 636

Website – allianz-assistance.com.au

Email – idrcommittee@allianz-assistance.com.au

More information about our complaints and disputes process is available at allianzpartners.com.au/generalidr

If you’re not happy with the proposed resolution of your complaint, or we don’t make a decision within the period that we tell you we’ll respond, we’ll tell you about your right to escalate your complaint to Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service for consumers who have falling general insure disputes within its terms. If you wish to exercise your right to refer your complaint to external dispute resolution, you may contact AFCA using the details provided below: 

Australian Financial Complaints Authority

Mail – GPO Box 3, Melbourne VIC 3001

Phone – 1800 931 678

Website – afca.org.au

Email – info@afca.org.au

Pet insurance complaints process

We hope that you never have reason to complain, but if you do we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.

1 – Immediate response

Usually when you have a concern, we can resolve it immediately on the phone. If we cannot immediately resolve your concern, we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.Please contact us using one of the following means:

• Phone – 1300 794 915
• Mail – Customer Service Complaints, Locked Bag 9021, Castle Hill NSW 1765

Please supply your policy number to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.

2 – Internal dispute resolution

If we have not resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1 – Immediate response’), we will escalate your complaint for review by our Internal Dispute Resolution Team. All escalated complaints will be acknowledged within one business day of being escalated. The Internal Dispute Resolution Team will review your matter and any supporting evidence. After full consideration of the complaint, a written final response will be provided that will outline the decision reached and the reasons for the decision.

3 – External dispute resolution

In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.

AFCA is an independent dispute resolution service provided free of charge. You may contact AFCA at:

Australian Financial Complaints Authority (AFCA)

• Mail – GPO Box 3, Melbourne VIC 3001
• Phone – 1800 931 678
• Website – afca.org.au
• Email – info@afca.org.au