Retail partners

Retail partner brands

As a partner of choice for some of Australia’s biggest brands, Hollard underwrites and issues policies, and supports the claims process  for our shared customers.

Find out more about the retail brands we work with using the links below

Australian Seniors

CBA Insurance

Everyday Insurance

Real Insurance

Looking for one of our other partners – visit our Insurance partners page to find out more.

What if you need additional assistance?

We aim to communicate with you in a simple and plain manner, and we recognise that some people need more help when communicating.

If you are deaf or find it hard hearing or speaking with people on the phone, you can contact us through:

The National Relay Service (NRS)

Voice Relay number: 1300 555 727
TTY: 133 677

For more information, visit the NRS website.

If you speak a language other than English, you can book an interpreter with:

The Translation and Interpreting Service (TIS National):
www.tisnational.gov.au or Call 131 450

If you need any other assistance to make a complaint, please let our staff know and they will do their best to help you. This might include giving you extra time to explain your complaint or asking us to contact another person on your behalf to get more information about your complaint.

Our internal complaints process

When you make a complaint, we will:

acknowledge your complaint as soon as possible;
give you a reference number and contact details so that you can follow up at any time;
make sure we understand and investigate the cause of your complaint;
respond to you as quickly as possible;
keep you informed of our progress at least every 10 business days if we can’t resolve your complaint straight away;
keep a record of your complaint; and
provide an outcome within a maximum of 30 calendar days.

If we’re unable to provide you with an outcome within 30 days, we will:

inform you of the reason for the delay;
advise you of your right to complain to the Australian Financial Complaints Authority (AFCA); and
provide you with AFCA’s contact details.

What we’ll ask for

We may ask you to provide relevant information to assist us with the investigation of your complaint. For example, this may include relevant emails, letters and details of phone calls.

What if you are still unhappy?

Australian policyholders

If you’re not satisfied with the outcome or handling of your complaint you may be able to lodge a complaint with AFCA (subject to AFCA’s Complaint Resolution Scheme Rules), which provides external and independent complaint resolution that’s free to consumers.

You can contact AFCA on 1800 931 678 (free call), at info@afca.org.au

or by writing to:

The Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

A decision by AFCA is binding on us, but not binding on you. You have the right to seek further legal assistance.

You can also find more information at afca.org.au.