We're here to help

Contact Us

Our team is on hand to help

If you have a query about your policy, wish to cancel your policy or if you need assistance to pay your insurance premiums:

contact Call us
1800 800 230Mon to Fri: 8:30am - 5:00pm (AEST)
contact Send as an email
customerservice@hallmarkinsurance.com.au
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How we can support you

Got a complaint?

We aim to deliver excellent products and great service, but if we have not met your expectations we want to hear from you.

If you do make a complaint we commit to:

  • Listening to you and reviewing all of the information you provide
  • Resolving your concerns in a timely manner – this also means we will update you regularly while we are investigating your concerns
  • Be respectful and communicate clearly. We won’t hide behind confusing terms and jargon and will make sure you understand the findings of our investigation
  • We will never charge you for making a complaint – it’s completely free.

To make sure we can get straight onto it, please provide your name, how you want us to contact you, the details of your complaint and how you would like the matter resolved (please do not include any personal policy information, confidential or sensitive information relating to your personal circumstances).

How to make a complaint

Phone

1800 800 230
Mon to Fri: 8:30am - 5:00pm (AEST)

email
Email*

complaints@hallmarkinsurance.com.au

Post
Post

PO Box 7395, CLOISTERS SQUARE WA 6850

Submit your documents online
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* Emails may not be secure and we recommend that you do not send any personal information by email.

What happens once you’ve made a complaint?

  1. We will provide you with a complaint reference number
  2. We will aim to investigate and resolve your complaint within 30 days
  3. If we need more time to investigate, we will let you know

Not satisfied with our response? That’s ok – you can contact the Australian Financial Complaints Authority – AFCA for short.

AFCA is a 100% free external dispute resolution service. They will independently review your complaint and aim to resolve it in a fair, cooperative, efficient and timely manner. You can contact AFCA via one of the below options:

Our Complaints Policy is available to download.

If you require a copy of our Complaints Policy in a different language or format, please contact us on 1800 800 230 or email us at complaints@hallmarkinsurance.com.au
Complaints Policyicon

How we can support you

hearing impaired
Are you hearing impaired, or do you have a speech impairment?

Hallmark Insurance uses the National Relay Service to ensure we are contactable for customers who are deaf or have a hearing or speech impairment.

If you are deaf, hard of hearing, or have a speech communication difficulty:

  1. Contact us through the National Relay service (visit the link below); or
  2. Contact our team on 1800 800 230

National Relay Service

money
Are you experiencing family or domestic violence?

If you’re in an emergency situation or unsafe, please call the Police on 000.

Hallmark Insurance understands some of our customers may be impacted directly or indirectly by family or domestic violence and it could affect their overall financial wellbeing. Hallmark Insurance is committed to supporting customers impacted by family or domestic violence.

Please visit the link below for more information on our Family and Domestic Violence Policy.

Find out more

Care
Hardship Care

If you are in urgent financial need and either have an open claim, or want to submit one, we may fast-track our claim assessment and decision, or pay an advance amount within 5 business days from your request, to help ease your financial situation.

Please call our team on 1800 800 230 to find out more.

Language
Language Loop

We know some of our customers prefer to speak to us in a language other than English. We can arrange for Language Loop, who are an independent interpreter service, to help you with your call to Hallmark Insurance (subject to availability).

Let us know if you would like to use an interpreter and we'll arrange it at no cost to you.

Please call our team on 1800 800 230 to find out more.

For Customers in need of extra help and support

We’re committed to supporting our customers who have individual needs, who may need extra care, or may be experiencing vulnerability. We recognise that everyone’s situation, cultural background, and needs are different and that some circumstances may mean you need extra support and care.

Our team are trained and equipped to support customers in need of extra help and support. We’ll always do our best to prioritise customers who need additional assistance.

Please call our team on 1800 800 230