Customer Engagement Charter

Customer Engagement Charter

Hollard’s Customer Engagement Charter outlines our expectations around behaviour standards. 

Aim 

The aim of this Charter is to clarify that interactions are to be conducted in a respectful, courteous and cooperative manner to ensure that Hollard and its people can provide the best services to its customers. 

It outlines our standards for how we will engage with you, and our requirements on how you interact with us. 

It applies to all contact we have with each other, whether in person (face to face or via telephone), electronically via email or other ways of communicating. Where indicated, it also applies to contact with our representatives. 

In this Charter, “representatives” includes our agents, suppliers such as smash repairers, loss adjustors, builders and specialists, or others engaged by us to provide our insurance services to you. 

Our obligations to you 

• We will provide value, transparency and fairness in our products and services. 
• We will be open, fair and understanding, acting with integrity in our dealings with you. 
• We will be clear, transparent, fair and timely in our communications with you. 
• We will treat you with dignity, respect and sensitivity. 
• We will act in accordance with our duty of utmost good faith and other legal obligations relevant to our insurance relationship. 
• We will be accessible to you and offer and provide you with extra support if you wish. Extra support may include, but is not limited to, access to:  
  • financial counselling and/or legal aid services, we can help refer you, if you wish, 
  • psychological support,  
  • interpreters and/or other forms of communication services, such as the National Relay Service, 
  • financial support, such as fast-forwarding claim monies if you are in urgent financial need, or alternative options where you owe us money and you are in financial hardship, 
  • recognising and engaging with those you authorise to represent you, such as a family member or friend. 

Your obligations to us 

We expect you to: 

• act fairly towards us and our people/s. 
• co-operate with us when we are managing your claim or engaging with our people. 
• act reasonably. We do not tolerate Unreasonable Conduct (defined below) directed towards our staff or representatives. 

We are signatories to the Respect & Protect campaign to combat domestic violence and financial abuse.   

We do not tolerate the “weaponisation” of our products and services to cause harm to others, including using our products and insurance services in a way that harms others or to perpetuate financial abuse. This includes: 

• using language in any interaction which is harassing, offensive, threatening, intimidating or abusive, or causes or encourages physical or mental harm to another person or promotes violence against any person. 
• using our online services such as Apps to enable domestic violence (including financial abuse). 

For more information about Hollard's commitment to the Respect & Protect campaign, please visit the website:  www.respectandprotect.au. 

Delivering a safe environment for our staff and those of our representatives 

We expect you to treat our people and representatives with courtesy and respect. We will not tolerate conduct that puts our staff, those of our representatives or any other person (including another customer) at risk of physical or mental harm. Unreasonable conduct towards our staff will not be tolerated through any communication method, including phone, email, post, social media or other digital platforms.

Unreasonable Conduct includes behaviour towards our people and our representatives that is: 

• threatening (including by cyber-stalking); 
• intimidating; 
• abusive; 
• bullying; 
• discriminatory; 
• harassment including sexual harassment.

What happens if you do not meet our Customer Engagement Charter? 

Where unreasonable or inappropriate conduct occurs, you will be given a formal warning to stop and refrain from continuing the unreasonable or inappropriate conduct. If you continue to act in a manner inconsistent with this Charter, we may enforce communication through third parties only, or through a limited channel. In extreme cases we may involve the police or cancel your policy.

What happens if we are not meeting our Customer Engagement Charter? 

If you consider that a Hollard staff member or one of our representatives has behaved in a manner inconsistent with this Charter, please raise a complaint with us. You can do this by getting in touch with us on: 

Phone:    1300 368 979  

Email:      resolution@hollard.com.au  

Post:        Hollard Insurance, Locked Bag 2010, St Leonards NSW 1590 

Website:   www.hollard.com.au 

Our independent Dispute Resolution Team will review your complaint and provide you with a response. You will be provided with the contact details of the person looking after your complaint and you will receive regular progress updates. 

If we cannot resolve your complaint 

If you are not happy with your complaint outcome or our decision, 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) at: 

Phone:      1800 931 678 

Email:        info@afca.org.au 

Post:         GPO Box 3, Melbourne Vic 3001 

Website:   www.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. If you wish, you have the right to seek legal assistance. 

Support 

If you need support when engaging with us, please do not hesitate to inform us. For more information, please visit our Customer support page.