If you have something you want to talk through or a complaint, we’ll always do our best to work with you to resolve it as quickly as possible.

We’ll do our best to help you with your concerns.

Get in touch with us on 1800 108 633 or email insurancesupport@experienceon.com.au about your concerns, and we’ll do our best to resolve them as quickly as possible. Please make sure to give us as much information as you can, so that we can best help you.

If we aren't able to resolve your concerns, we’ll escalate your complaint to our Customer Resolution Team. They’ll review your complaint and provide you with a response.

We’ll give you the contact details of the person looking after your complaint, and we’ll make sure to give you regular progress updates.

If we can’t resolve your complaint:

If you aren’t happy with our decision, or we’ve 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) 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 legal assistance.

Important information

Insurance is promoted by On by EnergyAustralia (a brand of EnergyAustralia Pty Ltd used under licence by EnergyAustralia Home Services Pty Ltd (EnergyAustralia Home Services)). EnergyAustralia Home Services is an authorised representative (AR 1288568) of Open Insurance ABN 23 166 949 444 AFSL 451712 (Open).

Insurance issued by Open on behalf of the insurer, The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 AFSL No. 241436. Any advice is general only and does not take into account your situation or needs. Any information or advice provided is general only and doesn’t consider your objectives, financial situation or needs. You should carefully read the relevant combined Product Disclosure Statement and Financial Services Guide (PDS) and consider the relevant Target Market Deter

mination to help you decide if the product is right for you.

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