Complaints Procedure

HomeContactComplaints Procedure

At Hollard Insurance, we work hard to give you great products, pricing and customer service. So, if you ever feel less than satisfied in any of these areas, please let us know straight away. We'll work with you to sort out your complaint quickly and fairly.

Stage 1

If you have an insurance broker, please contact them in the first instance and explain the situation to them.

If you don't have an insurance broker, please contact our reception (02) 9253 6600 who will direct your call to the most appropriate area who can discuss and attempt to resolve your complaint.

Stage 2

If you are still not satisfied after you have followed Step 1 and your complaint is not resolved, you can take the matter further by writing to our Internal Dispute Resolution Committee at:

The Hollard Insurance Company Pty Ltd
Internal Dispute Resolution Committee
Locked Bag 2010
St Leonards NSW 1590

Alternatively, you may send an email to or call the Internal Dispute Resolution Committee on (02) 9253 6600.

Stage 3

In the unlikely event that your concerns are not resolved to your satisfaction by the Internal Dispute Resolution Committee, or your complaint has not been resolved within 45 days, you may contact the Australian Financial Complaints Authority (AFCA).

You can contact AFCA at:

  • Mail: GPO Box 3, Melbourne VIC 3001
  • Telephone: 1800 931 678
  • Website:
  • Email:

If you are a New Zealand policy holder, please contact the Insurance & Financial Services Ombudsman (IFSO).

  • Mail: Insurance & Financial Services Ombudsman Scheme, PO Box 10-845, Wellington, 6143, New Zealand
  • Telephone: 0800 888 202 (Freephone) or 04 499 7612
  • Fax: 04 499 7614
  • Website:
  • Email:

Code of Practice

We are proud to be a signatory to the General Insurance Code of Practice (Code). The Code outlines the standards that insurers need to deliver. It 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 Code.

If you want to know more about the Code, or you'd like to contact the Financial Ombudsman Service, go to