Making a Complaint

Baarney Baaargain

Baaaney and his flock at Car Hire Excess strive to deliver ewe the best possible service. Sometimes mistakes happen, however, so our Complaints sheeple are here to help. If you're unhappy with our product or service, you can lodge a complaint for formal independent review.

Australia Car Hire Excess

STEP 1 - LET US KNOW

We treat complaints seriously. If you have a complaint about any aspect of your relationship with us, including your policy, claim, or our service, staff or handling of a complaint, please let us know. We’ll acknowledge your complaint and attempt to resolve it within 10 business days if we have all necessary information and have completed any investigation required. If further information or investigation is required, we’ll agree to reasonable alternative timeframes with you.

To lodge a complaint, simply email the complaints team at [email protected].

So that we can review your complaint as efficiently as possible, let us know your:

  • Name
  • Email
  • Policy Number (if known/applicable)
  • Claim Number (if known/applicable)
  • Complaint Summary: Provide as much detail as possible about what has happened and when.
  • Requested Outcome: Please tell us how you believe we can resolve the issue.

 
complaints insurance

STEP 2 - ESCALATION TO OUR INSURER

Depending on the outcome of our review, we may refer your complaint to Lloyd’s Australia. You can contact Lloyd’s directly at:

Lloyd’s Australia Limited
Level 9, 1 O’Connell Street, Sydney NSW 2000
Telephone: + 61 2 8298 0783
Email: [email protected]
 

Car Hire Excess Complaints

STEP 3 - EXTERNAL INDEPENDENT REVIEW

If your complaint remains unresolved after this process or you haven’t received a written response within 30 calendar days, your complaint may be reviewed by the Australian Financial Complaints Authority.

Online: www.afca.org.au
Email: [email protected]
Phone: 1800 921 678
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or seek independent legal advice.

"Car Hire Excess" is a trading name of the Insurance Geeks Pty Ltd ABN 35 612 507 785. The Insurance Geeks is an authorised representative of Coffre-Fort Pty Limited ABN 66 125 358 518, AFS Licence No. 472457. This site contains general guidance only on insurance products available to you. Before you buy a policy, you should consider the Target Market Determination (TMD) and Product Disclosure Document (PDS) in light of your personal circumstances to determine if this product suits your needs. This insurance is underwritten by HDI Global Specialty SE - Australia.

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