‘Customer Service’ now available until 7pm Monday to Friday (EDST) to manage existing policy’s or help with purchasing a new one.
Contact us
Let us help you find the right person by selecting one of the options.
Need help connecting with us?
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-7pm 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-7pm AEDT
Make a Payment
Phone 1800 999 977
Mon-Fri: 8:30am-7pm AEDT
Customer Support
Phone 1800 999 977
Mon-Fri: 8:30am-7pm 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.
Our easy to follow and convenient form provides you with several options that will assist you to correct any dishonoured payments.
If your monthly payment has unexpectedly dishonoured and you wish to get your payments back up to date, click below to access our Catch-Up Payment form.
If you have recently dishonoured with your annual payment, wish to alter your payment method to annually payable or renew your policy to ensure your vehicle continues to be protected with eric. Click below to access our Pay in Full Dishonour & Renewal Payment Form.
If your credit card is expiring and need to update your payment details, click below to access our Expiring Credit Card Form.
Please note: If you elect to direct debit from a Bank Account, you must nominate a transaction account for the debit to be successful. If you nominate an online savings accounts for your instalment payment, the debit may dishonour.
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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.
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:
- Phone: 1800 999 977
- Email: info@ericinsurance.com.au
- Web: www.ericinsurance.com.au/contact-us/
- Post: PO Box 9106 Scoresby VIC 3179
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:
- Phone: 1800 749 125
- Email: complaints@ericinsurance.com.au
- Web: www.ericinsurance.com.au/contact-us/
- Post: PO Box 9106 Scoresby VIC 3179
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.
- Phone: 1800 931 768
- Post: GPO Box 3, Melbourne, Victoria 3001
- Web: www.afca.org.au
- E-mail: info@afca.org.au
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.
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
The Code Governance Committee is the independent body that monitors and enforces insurers’ compliance with the General Insurance Code of Practice.
Their purpose is to drive better Code compliance, helping the insurance industry to improve its service to consumers.
To find out more about the Code Governance Committee,
visit https://insurancecode.org.au/about/about-the-code-governance-committee/.
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.