Complaints process

At Real Insurance, we work hard to give you great products, great pricing and great 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.

Here’s what to do:

Step 1

Please speak to one of Our Customer Care Specialists on +61 2 8883 7081.

Step 2

If required, ask to speak to a Customer Care Manager to further discuss Your concerns.

Step 3

If, after speaking to a Customer Care Manager, Your complaint is not yet resolved, You can take the matter further by writing to Our Internal Dispute Resolution Committee at:

Real Travel Insurance
IDR Committee,
Locked Bag 2010,
St Leonards NSW 1590

Phone: 02 9253 6600

Your concerns will be investigated by an officer with full authority to deal with the complaint and We will inform You of the outcome within 15 working days of receiving Your letter.

Step 4

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).

Contacting the Australian Financial Complaints Authority (AFCA)

A dispute can be referred to the AFCA subject to its terms of reference. It provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms and its contact details are:


GPO Box 3, Melbourne VIC 3001


1800 931 678 (free call)


A decision of AFCA is binding on Hollard (up to specified jurisdiction limits). A decision of AFCA is not binding on You and You have the right to seek further legal assistance. The AFCA service is a service provided to You free of charge.