Contact Us | Woolworths Insurance

If you need more information or have any questions please call 1300 10 1234 between 8am - 7pm (AEST) Monday to Friday and 9am - 5pm (AEST) Saturday and Sunday (except public holidays).  If you call relates to our Life Insurance please call 1300 10 1234 between 8am - 8pm (AEST) Monday to Friday.

Woolworths Limited Head Office
1 Woolworths Way
Bella Vista NSW 2153

Need to notify us of a claim?

Car and Home Insurance

You can access our Car and Home Insurance 24 hours emergency claims line on 1300 10 1234.

Pet Insurance

You can access our Pet Insurance claims line on 1300 10 1234 between 8am-5pm (AEST) Monday to Friday (except public holidays).

Life Insurance

You can access our Life Insurance claims line on 1300 95 4290 between 8am-8pm (AEST) Monday to Friday (except public holidays).

Travel Insurance

If you have Woolworths Travel Insurance and are overseas please contact our Worldwide Emergency Assistance number on +61 2 9333 3903 (you can reverse the charges).

Online

You can also submit an enquiry or provide us feedback online.

To assist us in directing your enquiry/feedback to the most appropriate area within Woolworths Insurance, please complete the questions below and press the "Next" button.

Complaints Process

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:

Step 1

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.

Step 2

If our customer service team can't resolve the matter, please call 1300 10 1234 and ask to speak to a customer service manager.

Step 3

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:

Woolworths Insurance
Locked Bag 2010
St Leonards NSW 1590
resolution@email.woolworthsinsurance.com.au

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.

Step 4

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)
Email info@fos.org.au
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