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Contact us

Business hours: 8:30am to 5pm, Monday to Friday (EDST)

Let us help you find the right person by selecting one of the options.

To make claim please phone us on 1800 999 977.
For any other query please send an email with details of your query and your contact details to customer@ericinsurance.com.au. Someone will contact you as soon as possible.

 

eric’s Complaint Handling Process

We design our products and processes to help you deal with the unexpected.

There may be situations where you are not satisfied with the information, service or response that we provide and you may wish to lodge a complaint.

We have processes in place to help you if you wish to make a complaint. Our complaint handling process is at no cost to you and our team have the appropriate knowledge, experience and resources to address your concerns.

Internal Review

To ensure your complaint is handled fairly, we invite you to discuss your concerns directly with our customer service team.

Talk to us

Contact us through the below options to discuss your concerns:

In most instances, we will acknowledge and resolve your complaint in the first instance.

Contact The Customer Resolution Team

If our customer service team is unable to resolve your complaint or you prefer not to speak to the team who managed your initial service, you can refer your complaint to our Customer Resolution Team.

Our Customer Resolution Team is independent and will investigate your concerns and provide you with a response within 30 days.

You can contact our Customer Resolution Team as follows:

External Review

If you remain dissatisfied with the Customer Resolution Team’s response or we have been unable to respond to you within 30 days, you can lodge a dispute with the Australian Financial Complaints Authority (AFCA).

AFCA are approved by the Australian Securities Investment Commission and provide fair and independent financial services dispute resolution service that is free for consumers.

Any determination made by AFCA is binding on us, provided you also accept the determination.

Some complaints may be excluded under AFCA’s rules. You can contact AFCA through the below options to determine how they can assist you.

Our Promise to You

At eric, we put the customer at the centre of everything we do. We are not only committed to assisting you when something unexpected happens to your vehicle. If something unexpected happens in relation to your claim or policy, we are equally as committed.

The following 10 dispute handing principles apply to eric, its employees and representatives when responding to a customer dispute.

  1. We act fairly, honestly and transparently in the handling of all disputes.
  2. Our dispute resolution team is independent from other teams at eric and considers each dispute on a case-by-case basis.
  3. Our dispute resolution process is 100% free. There is no cost to you at all to lodge a complaint internally or externally.
  4. We investigate disputes thoroughly and without delay.
  5. We empower our dispute resolution specialists and equip them with appropriate knowledge to effectively assess and review any dispute.
  6. We consider our customers personal circumstances when reviewing disputes with respect and sensitivity.
  7. When we become aware that we have done something wrong, we act promptly to provide a resolution.
  8. We keep our customers up to date on the progress of their dispute.
  9. We are open about avenues for resolution and dispute escalation and co-operate with any external review of the dispute.
  10. We act on and are open to feedback and respond to issues that could impact other customers.