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
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. Our aim is to resolve all complaints as soon as possible, however where we can’t resolve your concern immediately we will resolve it within 15 business days.
Call us on +61 2 8883 7081 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 haven’t responded to your complaint within 15 business days, or if you’re not satisfied with how we’ve tried to resolve it, you can ask for your complaint to be escalated for an Internal Dispute Resolution (IDR) review by a Dispute Resolution Specialist.
Post: Real Travel Insurance, Locked Bag 2010, St Leonards, NSW 1590
Email: resolution@hollard.com.au
Call: 02 9253 6600
The Dispute Resolution Specialist will provide in writing our final decision within 15 business days of your complaint being escalated, unless they’ve requested an extension from you and you’ve agreed to give us more time.
Step 3
Seek an external review of our decision
If you’re not happy with the final 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.