Woolworths Insurance Compliments and Complaints

At Woolworths Insurance, we're committed to providing our customers with a great experience. We welcome and listen to our customers' feedback whether it’s a compliment or complaint.

If you have a compliment for our team please let us know and we will make sure they get it.

We also want to know if you have concerns about our products or services so we can work with you to get a quick and fair resolution.

Find out how to contact us below.

Step 1 - Woolworths Customer Service team

• Call us on 1300 10 1234

• Submit an online complaint

• Email us at customerresolution@woolworths.com.au

• Write to us at:
Woolworths Insurance
Customer Advocacy
1 Woolworths Way,
Bella Vista NSW 2153

Our team is committed to helping you and will resolve your concerns as soon as possible. If not, we'll work with you to find a solution as quickly as possible. 

We'll get back to you within 15 business days from when the complaint is received. If we need more time or information to resolve your complaint, we'll let you know.

Step 2 - Internal Dispute Resolution

• Call us on 02 9253 6600

• Email us at resolution@hollard.com.au

• Write to us at:
Woolworths Insurance
Customer Resolution Manager
Locked Bag 2018,
St Leonards NSW 1590

If we’re unable to resolve your complaint or you’re unhappy with the outcome you can have your complaint escalated to our Internal Disputes Resolution Team.

Our team will conduct an independent review and work towards achieving a fair and reasonable resolution. You'll be kept informed and we'll provide you with a written response that outlines the decision. We aim to provide this within 15 business days, and will not exceed 45 calendar days in total from when the complaint is received.

Step 3 - Seek an external review

AFCA Contact Details
Phone: 1800 931 678
Post: GPO Box 3 Melbourne VIC 3001
Website: afca.org.au
Email: info@afca.org.au

We’re committed to working with you to find a solution to your complaint. However, if you’re unhappy with the final decision, or we’ve taken more than 45 calendar days to respond to you from the date you made your complaint you can contact the Australian Financial Complaints Authority (AFCA). AFCA is the Financial Services industry dispute resolution provider, their service is free and independent.

Step 1 - Woolworths Customer Service team

• Call us on 1300 10 1234

• Submit an online complaint

• Email us at woolworths@petsure.com.au

• Write to us at:
Woolworths Pet Insurance
Customer Service Complaints
Locked Bag 9021,
Castle Hill NSW 1765

Our team is committed to helping you and will resolve your concerns as soon as possible. If not, we'll work with you to find a solution as quickly as possible. 

We'll get back to you within 15 business days from when the complaint is received. If we need more time or information to resolve your complaint, we'll let you know.

Step 2 - Internal Dispute Resolution

• Call us on 1300 10 1234

• Email us at woolworths@petsure.com.au

• Write to us at:
Woolworths Pet Insurance
Customer Service Complaints
Locked Bag 9021,
Castle Hill NSW 1765

If we’re unable to resolve your complaint or you’re unhappy with the outcome you can have your complaint escalated to our Internal Disputes Resolution Team.

Our team will conduct an independent review and work towards achieving a fair and reasonable resolution. You'll be kept informed and we'll provide you with a written response that outlines the decision. We aim to provide this within 15 business days, and will not exceed 45 calendar days in total from when the complaint is received.

Step 3 - Seek an external review

AFCA Contact Details
Phone: 1800 931 678
Post: GPO Box 3 Melbourne VIC 3001
Website: afca.org.au
Email: info@afca.org.au

We’re committed to working with you to find a solution to your complaint. However, if you’re unhappy with the final decision, or we’ve taken more than 45 calendar days to respond to you from the date you made your complaint you can contact the Australian Financial Complaints Authority (AFCA). AFCA is the Financial Services industry dispute resolution provider, their service is free and independent.

Step 1 - Woolworths Customer Service team

• Call us on 1300 10 1234

• Submit an online complaint

Our team is committed to helping you and will resolve your concerns as soon as possible. If not, we'll work with you to find a solution as quickly as possible. 

We'll get back to you within 5 business days from when the complaint is received. If we need more time or information to resolve your complaint, we'll let you know.

Step 2 - Policyowner Services

• Write to us at:
Policyowner Services
Woolworths Life Insurance
PO Box 6728,
Baulkham Hills NSW 2153

 You'll be kept informed and we'll provide you with a written response that outlines the decision. We aim to provide this within 5 business days, and will not exceed 45 calendar days in total from when the complaint is received.

Step 3 - Seek an external review

AFCA Contact Details
Phone: 1800 931 678
Post: GPO Box 3 Melbourne VIC 3001
Website: afca.org.au
Email: info@afca.org.au

We’re committed to working with you to find a solution to your complaint. However, if you’re unhappy with the final decision, or we’ve taken more than 45 calendar days to respond to you from the date you made your complaint you can contact the Australian Financial Complaints Authority (AFCA). AFCA is the Financial Services industry dispute resolution provider, their service is free and independent.

We’ve partnered with QBE Insurance to provide our customers with CTP Insurance. Like us QBE are committed to listening to you if you have concerns about your CTP Insurance.

Please contact the team at QBE they’re dedicated to helping you and may be able to resolve your concerns immediately. If not, they’ll work with you to find a solution as quickly as possible.

CTP Product & Service (No claims)

QBE Customer Care Team
• Phone 1300 650 503

• Email complaints@qbe.com

• Post:
QBE Customer Care Unit
GPO Box 219
Parramatta NSW 2124

CTP NSW Claims 

QBE Claim Service Team
• Phone 1300 791 874

• Email myctpclaim@qbe.com

• Post:
QBE CTP Insurance NSW
Reply Paid 7037
Sydney NSW 2001 (no stamp required)

What happens next?

What we'll do next:

  • We’ll refer your complaint to a Senior representative
  • Acknowledge your complaint
  • Take action to resolve your complaint
  • Contact you with a response as soon as we can
  • If we need more information to fully address your complaint we’ll let you know and
  • If we need more time we will organise this with you, and keep you informed as we work to resolve it as quickly as possible 
  • Provide a final decision in writing, setting out the reasons for our decision.

More information about QBE Complaints handling.

External Review

If you still feel your complaint is unresolved you can contact the NSW State Insurance Regulatory Authority (SIRA). SIRA can assist with CTP Insurance complaints to reach a resolution or independent determination of a dispute, it’s a free service.

• Phone 1300 656 919
• Email ctpassist@sira.nsw.gov.au
• Post:
GPO Box 2677,
Sydney NSW 2001

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We'd love to hear from you if our team has provided you with a positive experience