At Woolworths Insurance, we work hard to give you great products, great pricing and great customer service. So if you ever feel less than satisfied in any of these areas for our Car, Home, Pet and Travel Insurance products, please let us know straight away. We’ll work with you to sort out your complaint quickly and fairly.
Here's what to do:
Call our friendly customer service team on 1300 10 1234 and explain the situation to them. They’ll try to find a solution for you.
If our customer service team can't resolve the matter, please call 1300 10 1234 and ask to speak to a customer service manager.
If you're still not satisfied, you can either call, fill out our Online Complaints form or put your complaint in writing to our Internal Dispute Resolution (IDR) Committee at:
Locked Bag 2010
St Leonards NSW 1590
One of our dedicated officers will look into your complaint thoroughly.
If it is a formal dispute, they will get in touch with you within 15 working days of receiving your letter or email to let you know the outcome of their investigation.
Usually, we can sort out any problems that our customers have. But if you don’t agree with the way we’ve resolved your formal dispute, you can contact the Financial Ombudsman Service (FOS) for an independent external review.
Contacting the Financial Ombudsman Service (FOS)
If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction, you may refer the matter for review to the Financial Ombudsman Service (FOS) within 2 years of the date of our final decision letter. FOS is an independent external dispute resolution service available to our policy holders and FOS can advise you whether your dispute is one which falls within their terms of reference.
For further details on FOS you can visit their website on www.fos.org.au or they can be contacted via one of the following methods.
Mail GPO Box 3, Melbourne VIC 3001
Phone 1300 780 808 (A local call charge applies)
Fax (03) 9613 6399
Code of Practice
Woolworths Car, Home, Pet and Travel Insurance is issued by The Hollard Insurance Company Pty Ltd (Hollard) and Woolworths acts as an Authorised Representative of Hollard. Hollard is a signatory to the General Insurance Code of Practice. The Code outlines the standards that insurers need to deliver and lets you know what you should expect from your insurance company.
The Code aims to:
- Improve relationships between insurers and their customers
- Give you confidence in the insurance industry
- Help you resolve any disputes about your insurance cover more easily
As insurers, it also guides us on how we should:
- Provide information and education about our products and services
- Respond to catastrophes and disasters
- Resolve any disputes that our customers may have
The Federal Government, insurance companies, consumer groups and the Insurance Council of Australia all support the General Insurance Code of Practice.
If you want to know more about the General Insurance Code of Practice, or you’d like to contact the Financial Ombudsman service