Complaints process

At Real Insurance, we work hard to give you great products, great pricing and great customer service. If you have a complaint or dispute, we are committed to work with you to resolve it as quickly as possible.

Here’s what to do:

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

Call us on 13 19 48 or visit realinsurance.com.au/contact-us 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: Real 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.