For customers

If you have something you want to talk through or a complaint, we’ll always do our best to work with you to resolve it as quickly as possible.

We’ll do our best to help you with your concerns

Get in touch with one of our customer service consultants about your concerns, and they’ll do their best to resolve them. When you make your complaint please provide as much information as quickly as possible.

Call us on 1300 811 224 or email help@beopen.com about your concerns, and we’ll do our best to resolve them as quickly as possible. Please make sure to give us as much information as you can, so that we can best help you.

If we aren't able to resolve your concerns, we’ll escalate your complaint to our Customer Resolution Team. They’ll review your complaint and provide you with a response.

We’ll give you the contact details of the person looking after your complaint, and we’ll make sure to give you regular progress updates.

If we can’t resolve your complaint

If you aren’t happy with our decision, or we’ve taken more than 30 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at:

• Phone: 1800 931 678
• Post: GPO Box 3 Melbourne VIC 3001
• Website: www.afca.org.au
• Email: info@afca.org.au

The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You have the right to seek legal assistance.

Open Insurance Pty Ltd ABN 23 166 949 444 AFSL No. 451712 (Open), acts on behalf of the insurer, The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 AFSL No. 241436.

Vulnerability and Domestic and Family Violence

If you're in an emergency or feel unsafe, please call the police on 000. The safety of our members and their family affected by family violence comes first. For support, please call 1800 RESPECT available 24/7 for counselling and support services.

We understand that there are times when our customers may be feeling vulnerable, and we appreciate this can take on many forms such as language barriers, financial hardship, and issues and difficulties arising from domestic family violence. In these situations, we are committed to providing extra care. We recognise that these vulnerabilities can give rise to unique needs, which can change over time or in response to particular situations and we will treat you with sensitivity, dignity, respect and compassion, and will work with you to provide the appropriate support.

If you are experiencing vulnerability and or Domestic and Family Violence and would like more information on the extra care we can provide please speak to one of our team members on 1300 811 224. Alternatively, you can access more information, and the Domestic Family Violence policy, on The Hollard Insurance Company's assistance webpage here.

Financial Hardship Support

We are here to help you, if you are experiencing financial hardship and are unable to pay money owed to us that is not a premium. We aim to provide prompt financial hardship support as part of our commitment to providing extra support to members / customers experiencing vulnerability, including those impacted by family and domestic violence. This may include fast-tracking financial hardship requests, having a greater understanding of your needs when processing your financial hardship application and providing assistance and flexibility with payments owing when processing your financial hardship application and providing assistance and flexibility with payments owing.

We encourage you or your representative to tell us if you are experiencing financial hardship so that we can discuss your individual circumstances and options available to support you, such as;

• Put the recoveries of monies on hold
• Deduct an excess from a claim amount (cash settlement)
• Developing a payment plan with you
• Delaying the date on which the payment must be made
• Fast tracking the assessment and decision of your claim after an insured event.

If you are experiencing financial hardship and would like to discuss what support options may be available for your circumstances or would like more information on our Financial Hardship process, please speak to one of our team members on 1300 811 224.

The National Debt Helpline is a confidential financial counselling resource that can provide advice to Australians in every state and territory. You can contact the National Debt Helpline on 1800 007 007.

Interpreting services‍

There are three ways to talk to us using an interpreting service.

Let us arrange an interpreter for you when you're on the phone

When we call you for your appointment, let us know that you'd like to use an interpreter and we'll arrange it for you.

Arrange your own interpreter

You're welcome to have someone you trust interpret for you. During your call, just confirm with us who we're speaking with and that they will be interpreting for you.

Contact Translating and Interpreting Services

Translating and Interpreting Services (TIS) are available 24/7 and their interpreters speak over 160 languages. They're available over the phone and in person.

If you would like to register a complaint with Open about an insurance-related issue, you can email us at contact@beopen.com.

We will review your complaint and work with you under our internal complaints handling process to get it sorted quickly and fairly. When you register a complaint with us, we will acknowledge receipt of it within 5 business days. A response to your complaint will be provided within 10 business days of receiving all relevant information we need to make a decision. If we need more time, we will provide you an update about your complaint at least every 20 business days, or within another time frame agreed with you, until we are able to respond to your complaint.

If we cannot work things out, we will provide you with our final decision and tell you about your right to request an external review by the Insurance & Financial Services Ombudsman Service (IFSO). We will try to resolve your complaint or provide you with a letter of deadlock within 2 months of receiving your complaint.

On the rare occasion we can't resolve an issue with you directly, you can speak with the IFSO. The IFSO is independent and can provide a free, impartial review of your insurance-related complaint.

You can refer your insurance-related complaint to the IFSO if either:

• you have a letter of deadlock from us; or
• more than two months have passed since you first made your complaint with us
• If we issue a letter of deadlock, you'll have three months, if you wish, to refer your complaint to the IFSO. We'll abide by any decision made by the IFSO. Of course, you can also choose to seek a resolution elsewhere. You can contact IFSO at:

Telephone: 0800 888 202

Website: www.ifso.nz/complaints

Mail: Insurance & Financial Services Ombudsman, PO Box 10 845, Wellington 6143

Tower Insurance is a member of the Insurance Council of New Zealand (ICNZ) and abides by the ICNZ Fair Insurance Code. Open Insurance Ltd adheres to the Insurance Council of New Zealand’s Fair Insurance Code.

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Interpreting services

There are three ways to talk to us using an interpreting service.

Let us arrange an interpreter for you when you're on the phone

When we call you for your appointment, let us know that you'd like to use an interpreter and we'll arrange it for you.

Arrange your own interpreter

You're welcome to have someone you trust interpret for you. During your call, just confirm with us who we're speaking with and that they will be interpreting for you.

Contact Translating and Interpreting Services

Translating and Interpreting Services (TIS) are available 24/7 and their interpreters speak over 160 languages. They're available over the phone and in person.