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Interpreter Service Users
If you have limited English and wish to book an interpreter to assist with your insurance enquiry,
please call us on 1800 999 977 so that we can arrange the Interpreter Service on your behalf.
National Relay Service Users
If you’re hearing-impaired or speech-impaired, contact the National Relay Service
Voice Relay number: 1300 555 727 or 1800 555 727, and ask for 1800 999 977
Teletypewriter (TTY) number: 133 677 or 1800 555 677, and ask for 1800 999 977
General Enquiry
Phone 1800 999 977
Mon-Fri: 8:30am-6pm AEDT
Make a Claim
Phone 1800 999 977
Mon-Fri: 8:30am-6pm AEDT
Manage Your Policy
Phone 1800 999 977
Mon-Fri: 8:30am-6pm AEDT
Make a Payment
Phone 1800 999 977
Mon-Fri: 8:30am-6pm AEDT
Customer Support
Phone 1800 999 977
Mon-Fri: 8:30am-6pm AEDT
Feedback & Complaints
Phone 1800 999 977
Mon-Fri: 8:30am-6pm AEDT
General enquiry
If there's something you'd like to ask, simply fill out your details in the form below along with a short message. We'll be in touch as soon as we can.
Manage your policy
If you have questions about your current policy, want to make changes to a policy or update your details, we're here to help. Enter your details below to get started.
Make a payment
To make your life easier, eric offers several flexible ways to make payments for your insurance.
please call 1800 999 977
Customer support
At eric, we pride ourselves on our customer support. If you have any questions regarding our products or services, please complete the form below and one of our friendly team members will contact you shortly.
Feedback & complaints
If you have any feedback for us, it would be great to hear from you. We're always striving to make things better and your feedback is invaluable in our pursuit to deliver the best experience possible.
Consumer resolutions
Customer satisfaction is of the upmost importance to us. If you have a complaint, please give us the opportunity to try to resolve your complaint. We have an internal procedure for dispute resolution, so if at any time our products or services have not satisfied your expectations you can contact us to lodge a complaint. If you are not satisfied with our initial response, your complaint will be referred for review by the Customer Resolutions Leader who will respond to you within 15 business days. If the complaint is still not resolved to your satisfaction, you can ask for your complaint to be referred to our Internal Dispute Resolution (IDR) Committee for review. The IDR Committee members are independent and have the authority to review the decision. The IDR Committee will inform you of the final decision within fifteen business days.
Complaints can be made in the following ways:
By calling 1800 999 977 (Mon-Fri: 8:30am-6pm)
Via email to complaints@ericinsurance.com.au
In writing to PO Box 9106, Scoresby VIC 3179
Australian Financial Complaints Authority
If your concern still remains unresolved to your satisfaction, you can seek an external review of the decision by contacting the Australian Financial Complaints Authority (AFCA) within two years of us informing you of our final decision. AFCA is without cost to you and the decision of the AFCA is binding on us.
- By calling 1800 931 678
- Via email to info@afca.org.au
- GPO Box 3, Melbourne VIC 3001
www.afca.org.au
Code of practice
The Insurance Council of Australia (ICA) has developed a voluntary General Insurance Code of Practice to which we are a signatory. This Code aims to raise the standards of practice and service within the general insurance industry and it includes, but is not limited to, the following:
- We will only ask for, and take into account, relevant information when selling insurance;
- Our representatives will act in an honest, fair, efficient and transparent manner;
- We will respond to routine requests for information within 10 business days; and
- We will keep you informed of the progress of your claim.
To obtain a copy of the code visit www.codeofpractice.com.au
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.
- 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.