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How do I make a complaint?

We want you to be completely satisfied with your policy and our service. If you're not happy about something, please contact us first.

We have an internal dispute resolution procedure, and you can quickly get that started by:

  • calling us on 1800 800 230, or 
  • writing to us at GPO Box 1571, Sydney, NSW 1025, or
  • sending us a fax on 1300 362 642.

We'll do our best to resolve your complaint quickly and fairly, and we'll keep you informed of the progress.

Our Privacy Policy also contains information as to how you can complain about a breach by us of the Privacy Act 1988 (Cth) and how we will deal with such a complaint.

If your complaint is not resolved in this way, you can contact the following independent and impartial body that provides a free external dispute resolution service:

Australian Financial Complaints Authority
Mail: GPO Box 3, Melbourne VIC 3001
Online: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678

We also have a brochure 'Do you have a complaint relating to insurance?' which has everything you need to know about these procedures. Please call us and we'll send you a copy.

Codes of Conduct

Hallmark General subscribes to the General Insurance Code of Practice, and you'll find it on the Insurance Council of Australia's website at www.codeofpractice.com.au

Hallmark Life subscribes to the Life Insurance Code of Practice, and you'll find it on the Financial Services Council's website at www.fsc.org.au/policy/life-insurance/code-of-practice

Hallmark General Insurance Company Ltd. ABN 82 008 477 647 AFSL 243478

Hallmark Life Insurance Company Ltd. ABN 87 008 446 884 AFSL 243469


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