What to do if you have a compliment or complaint

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.

We want to know if you're dissatisfied with our products, services or complaints handling process so we can work with you to address your concerns and get a quick and fair resolution.

If you need assistance

If you require assistance to make a complaint or give feedback, please let us know so we can have one of our team members help you.

If you are deaf and/or find it hard to hear or need assistance to speak to us, use the below services to assist you:

  • Voice Relay Services users call: 1300 555 727 ask for 1300 10 1234 (weekdays between 8:00am and 8:00pm AEST/AEDT – except public holidays).
  • National Relay Service 24/7 free service. NRS also has: Chat, NRS Captions, Voice Relay and Video Relay calls. You can download the app from Google Play or the App Store or visit the NRS website.

If English isn’t your first language and you need assistance to make a complaint, you can use a qualified interpreter service to assist you.

More information about how we handle complaints and how to contact us

First Contact Resolution

If you’d like to make a complaint, please contact our Customer Service team:

Call us: 1300 10 1234

Email us: customerresolution@woolworths.com.au

Write to us: Woolworths Insurance, Locked Bag 2010, St Leonards, NSW, 1590

When you make a complaint, please provide us with as much information as possible. We’ll do our best to resolve it straight away. When we receive your complaint we’ll acknowledge the complaint within 1 business day and take action to resolve it within 5 business days. If we need more time we'll let you know.


Internal Dispute Resolution

If we’re unable to or if you’re still not satisfied, our Customer Resolution Team will review your complaint and provide you with a response within 30 days of the date your complaint was initially lodged. You’ll be provided with the contact details of the person looking after your complaint and will receive regular progress updates.

Call us: 02 9253 6600

Email us: resolution@hollard.com.au


External review

If you are not satisfied with our decision, the handling of the complaint 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) 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: www.afca.org.au
Email: info@afca.org.au

Step 1 - First Contact Resolution

If you’d like to make a complaint, please contact our Customer Service team:

Call us: 1300 10 1234 (Weekdays between 8:00am and 8:00pm AEST/AEDT – except public holidays)

Write to us: Customer Resolution Team, Complaints Woolworths Pet Insurance, Locked Bag 9021, Castle Hill NSW 1765

Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. We’ll acknowledge the complaint or enquiry within 1 business day and it will be dealt with by someone with appropriate authority.


Step 2 - Internal Dispute Resolution

If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for 1 – First Contact Resolution), 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. Our Internal Dispute Resolution (IDR) Team will review your matter and any supporting evidence.
After full consideration of the matter, a final written response will be provided which outlines the decision and the reasons for the decision within 30 days from receiving the complaint.

Step 3 - External Review

If you are not satisfied with our decision, the handling of the complaint 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), 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: www.afca.org.au
Email: info@afca.org.au

Step 1 - First Contact Resolution

If you’d like to make a complaint, please contact our Customer Service team:

Call us: 1300 10 1234

Email us: service@life.woolworths.com.au

Write to us: Policyowner Services, Woolworths Life Insurance, Reply Paid 6728, Baulkham Hills NSW 2153

Tell us about your concerns and our Team will do their best to resolve your complaint as quickly as possible. If we can’t resolve your complaint at the first point of contact and we need more time or we can’t resolve your complaint to your satisfaction, it'll be referred for review by an independent team.

Initially, we'll refer your complaint to our centralised complaints team who will acknowledge receipt of your complaint within 1 business day where reasonable. If we are still unable to resolve your complaint within 5 days or your complaint is in relation to hardship or a declined or disputed benefit claim, we'll advise you that your complaint has been escalated for review by our Internal Dispute Resolution Team (IDR Team).


Step 2 - Internal Dispute Resolution

All matters escalated to our IDR Team will be responded to in writing within 30 days from lodging your initial complaint. After full consideration of the matter, a written final response will be provided that will outline the decision reached and the reasons for the decision.
Where there is a possibility that the 30 day timeframe may not be met (for example if the matter is particularly complex or where there are circumstances outside of our control), we'll contact you before the end of the 30 days period advising of the delay and outlining the reasons for the delay.

Step 3 - External Review

If you are not satisfied with our decision, the handling of the complaint or we have taken more than 30 days to respond to you from the date you first made your complaint, you may refer your matter to the Australian Financial Complaints Authority (AFCA) provided your matter is within the terms of AFCA’s Complaints Resolution Scheme 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: www.afca.org.au
Email: info@afca.org.au

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


CTP NSW Claims

QBE Claim Service Team

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.


Step 3 - External review

If you are not satisfied with our decision, the handling of the complaint or we have taken more than 30 days to respond to you from the date you first made your complaint, you may refer your matter to the Australian Financial Complaints Authority (AFCA) provided your matter is within the terms of AFCA’s Complaints Resolution Scheme 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: www.afca.org.au
Email: info@afca.org.au


Product and Service

Step 1

Call us: 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 Assist

Step 1

Call our Roadside Assist team on: 1800 225 405

Submit an online complaint

Our Specialist Roadside Assistance 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 - External review

If you are not satisfied with our decision, the handling of the complaint or we have taken more than 30 days to respond to you from the date you first made your complaint, you may refer your matter to the Australian Financial Complaints Authority (AFCA) provided your matter is within the terms of AFCA’s Complaints Resolution Scheme 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: www.afca.org.au
Email: info@afca.org.au

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