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What to do if you have a compliment or complaint

At Everyday 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.

If you are seeking the services of an Indigenous language interpreter, please contact the relevant organisation.

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

First Contact Resolution

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

Call us: 1300 10 1234

Email us: customerresolution@everydayinsurance.com.au

Write to us: Everyday 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

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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

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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

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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)

Email us: customerresolution@everydayinsurance.com.au

Write to us: Customer Resolution Team, Complaints Everyday 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

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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

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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

First Contact Resolution

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If you wish to make a complaint, please contact nib Travel Services (Australia) Pty Ltd (nib), who manage Everyday Travel Insurance policies using the details below. They will attempt to resolve your complaint in accordance with their Internal Dispute Resolution procedure.

Travel Complaints Department

nib Travel Services (Australia)

Call us: 1300 025 121
Email us: travelcomplaints@nibtravel.com
Write to us: PO BOX A975, Sydney South NSW 1235

nib will acknowledge your complaint within 1 business day and provide you with the contact details of the person handling your complaint.

They will do their best to resolve the complaint to your satisfaction within 10 business days. Where they are unable to do so, they will follow the following Complaints Handling Process.

Complaints Handling Process

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If we are unable to resolve the complaint to your satisfaction within 10 business days, we will keep you informed about the progress of your complaint at least every 10 business days and our final decision will be provided to you in writing within 30 calendar days of the date on which you first made the complaint.

If we require further information, we will only ask for information that is relevant to our decision about your complaint. You may request the information that we relied on when making our decision, and unless we are unable to, we must give you that information within 10 business days of you asking.

External Review

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You may refer your complaint to the Australian Financial Complaints Authority (AFCA) at any time, and if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint. AFCA’s contact details are as follows:

Australian Financial Complaints Authority

Call us: 1800 931 678
Email us: info@afca.org.au
Write to us: GPO Box 3, Melbourne VIC 3001
Web: www.afca.org.au

Should you choose to refer your complaint to AFCA, you must do so within 2 years of our final decision. If you have a complaint about nib Travel Insurance or one of our partners, feel free to contact our Travel Complaints Department by post, email or telephone.

Step 1 - First Contact Resolution

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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

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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

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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)

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QBE Customer Care Team

CTP NSW Claims

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QBE Claim Service Team

What happens next?

What happens next? 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

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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

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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

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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@everydayinsurance.com.au

Submit an online complaint

Write to us at: Everyday 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 happens next? 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

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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

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We acknowledge the Traditional Owners and Custodians of Country throughout Australia. We pay our respects to all First Nations peoples and acknowledge Elders past and present.

Read more about our commitment to reconciliation

Life Insurance is issued by Swiss Re Life & Health Australia Limited ABN 74 000 218 306 AFSL No. 324908 (Swiss Re) and administered by Greenstone Financial Services Pty Ltd, ABN 53 128 692 884; AFSL No. 343079 (Greenstone). Roadside assistance is provided by Digicall Assist Pty Ltd ABN 92 152 605 340. Car, Home, and Landlords Insurance are issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 AFSL No. 241436 (Hollard).

Pet Insurance policies are issued by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183, except for those entered into before 17 July 2023 & subsequent renewals, which are issued by Hollard.

Travel Insurance policies are issued by Pacific International Insurance Pty Ltd, ABN 83 169 311 193 and administered by nib Travel Services (Australia) Pty Ltd (nib), ABN 81 115 932 173, AFSL 308461. 

Woolworths Group Limited, AR 245476 acts as Hollard, PetSure, nib’s and Greenstone's Authorised Representative.

Any general advice provided does not consider your objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS), Financial Services Guide (FSG) Target Market Determination (TMD) available on this website, to decide if the product is right for you.

© Woolworths Group Limited 2020. All rights reserved. ABN 88 000 014 675