Contact us
Eric Insurance is under Voluntary Administration as at 28 July 2025.
Important Notice to Policyholders and Creditors
For enquiries relating to your insurance claim, please continue to contact Eric's claims processing team on:
1800 999 977
For general enquiries relating your insurance policy, please continue to contact Eric's customer service team at:
For all other matters relating to the administration, including creditor general enquiries, please email:
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
Noting that Eric has entered into Voluntary Administration on 28 July 2025, the Australian Financial Complaints Authority (AFCA) has stopped processing complaints against Eric. All disputes will now be considered and dealt with in the Administration.
Should you require further information from AFCA, please contact AFCA at:
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 handling principles apply to eric, its employees and representatives when responding to a customer dispute.
- We act fairly, honestly and transparently in the handling of all disputes.
- Our dispute resolution team is independent from other teams at eric and considers each dispute on a case-by-case basis.
- Our dispute resolution process is 100% free. There is no cost to you at all to lodge a complaint internally or externally.
- We investigate disputes thoroughly and without delay.
- We empower our dispute resolution specialists and equip them with appropriate knowledge to effectively assess and review any dispute.
- We consider our customers personal circumstances when reviewing disputes with respect and sensitivity.
- When we become aware that we have done something wrong, we act promptly to provide a resolution.
- We keep our customers up to date on the progress of their dispute.
- We are open about avenues for resolution and dispute escalation and co-operate with any external review of the dispute.
- We act on and are open to feedback and respond to issues that could impact other customers.
