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09 886 6600

Concern or complaint

We aim to provide a great standard of service in everything we do. If you have a concern or complaint, we want to hear from you so that we have the opportunity to make it right.

Usually, when you have a concern we can resolve it immediately on the phone, If we cannot immediately resolve your concern, we will treat it as a complaint and take steps to resolve your matter as soon as possible.

Please contact us using one of the following means:

Phone: 09 886 6600


Please supply your Policy number to enable the matter to be dealt with promptly. Your concern or complaint will be dealt with by someone with the appropriate authority.

If we do not resolve the matter to your satisfaction, at your request, we will escalate your complaint for review by our Internal Dispute resolution team. All escalated matters will be acknowledged within 14 business days of being escalated and we will provide you with the name and contact details of the person looking after your complaint. After full consideration of the matter, a written final response will be provided that will outline the decision reached and the reasons for the decision.

In the unlikely event that your complaint is not resolved to your satisfaction, you may refer your matter to the Insurance & Financial Services Ombudsman (IFSO), provided your matter is within the scope of the IFSO terms of reference.

The IFSO is an independent dispute resolution scheme service provided free of charge. The Hollard

Insurance Company Pty Ltd is a member of IFSO. You may contact IFSO at:

Insurance & Financial Services Ombudsman

PO Box 10-845

Wellington 6143

New Zealand

Phone: 0800 888 202

Fax: (04) 499 7614