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.
You can make a complaint online.
Call us on 1300 10 1234 (weekdays between 8:00am and 8:00pm AEST/AEDT – except public holidays).
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.
Translating and Interpreter Service (TIS) call: 131 450 ask for 1300 10 1234.
Health Translations: Health Translations is a free online library of translated Australian health and wellbeing information.
If you are seeking the services of an Indigenous language interpreter, please contact the relevant organisation.
Northern Territory: Aboriginal Interpreter Service, NT.
Western Australia: Aboriginal Interpreting Western Australia.
South Australia: Aboriginal Language Interpreting Service (ALIS).
Other states: Contact NAATI and we will support you to connect to an interpreter.
More information about how we handle complaints and how to contact us
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
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:
Email: info@afca.org.au
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:
Email: info@afca.org.au
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.
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.
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:
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.
QBE Claim Service Team
- Phone: 1300 791 874
- Email: complaints@qbe.com
- Post: QBE CTP Insurance NSW, Reply Paid 7037, Sydney NSW 2001 (no stamp required)
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.
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:
Email: info@afca.org.au
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
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 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
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:
Email: info@afca.org.au