Woolworths Travel 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.

Step 1 - Let us know about your concerns

Get in touch with one of our customer service consultants about your concerns, and they’ll do their best to resolve them as quickly as possible.

When you make your complaint please provide as much information as possible.

• Call us on 1300 10 1234
• Submit an online complaint

Or visit woolworths.com.au/insurance for more options to get in touch.

Step 2 - Escalate Your Complaint to our Internal Dispute Resolution Team

If we can’t resolve your complaint straight away, or if you’re not satisfied with how we’ve tried to resolve it, you can ask for an independent review of your complaint. You can contact this team directly on:

• Post:
Woolworths Insurance
Locked Bag 2010,
St Leonards NSW 1590

• Email: resolution@hollard.com.au

• Call: 02 9253 6600

Step 3 - Seek an external review of our decision

If you’re not happy with our decision, or if we’ve taken more than 45 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.

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

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