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.

If you have a complaint

Get in touch with us on 02 9253 6600 about your concerns, and we’ll do our best to resolve them straight away. If they’re unable to or if you’re still not satisfied, our Customer Resolution Team will review your complaint and provide you with a response. You’ll 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:

Call: 02 9253 6600
Post: Woolworths Insurance, Locked Bag 2010, St Leonards, NSW, 1590
Email: resolution@hollard.com.au

Seek an external review of our decision

If you’re not happy with our decision, or we’ve 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 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.

1 - Immediate Response

Usually when you have a concern, we can resolve it immediately on the phone. If we can’t 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 10 1234
• Writing: Woolworths Pet Insurance, 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 haven’t 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 days 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)
Post: 
GPO Box 3 Melbourne VIC 3001
Phone: 1800 931 678
Website: afca.org.au
Email: info@afca.org.au

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
Reply Paid 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 complaints@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

Product and Service

Step 1

• Call us on 1300 10 1234

• Submit an online complaint

Our Service team is committed to helping you and resolving your concerns as soon as possible.

Whilst we aim to resolve your complaint sooner we'll get back to you within 15 business days from when the complaint is received.

We’ll keep you informed along the way, and If we need more time or information to resolve your complaint, we'll let you know.

Roadside Assistance

Step 1

• Call Roadside Assistance team on 1800 225 405

• Submit an online complaint

Our Specialist Roadside Assist team will help you and work with you to find a solution as quickly as possible.

Whilst we aim to resolve your complaint sooner we'll get back to you within 15 business days from when the complaint is received.

We’ll keep you informed along the way, and if we need more time or information to resolve your complaint, we'll let you know.

Step 2

If we’re unable to resolve your complaint, or you’re unhappy with the outcome or the handling of your complaint you can have your complaint escalated to our Internal Customer Resolution Team for review

• Email roadsideassist@woolworths.com.au

• Submit an online complaint

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

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 30 calendar days in total from when the complaint is received.

What happens next?

What we'll do next:

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