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    Contact us

    How to contact us

    Emergency assistance while you’re away

    If you require emergency assistance please call +61 2 9333 3922.

    Contact purpose Contact details
    Claims [email protected]
    Documentation Queries [email protected]
    Assistance cases [email protected]
    Website support [email protected]
    For all other enquiries, contact us on +61 2 9333 3923

    Contact Centre opening hours

    Monday – Friday: 9:00am – 5:00pm
    Saturday: Closed
    Sunday: Closed

    Accessibility Services

    We have made services available and accessible for people who have permanent or temporary hearing impairments, speech impairments or any form of limitations to make and receive phone calls.

    For more information, please visit National Relay Service (NRS) website.

    1. TTY (Speak and Read, Type and Read, and Type and Listen)

    This is a teletypewriter service where you can speak or type your message, with options to read or listen our responses.
    Dial 133 677 then ask for All Clear Number

    1. Voice Relay

    This is a speak-and-listen relay service for people who have speech limitations to use the phone.
    Dial 1300 555 727 then ask for All Clear Number

    1. SMS Relay

    This is a SMS relay service where you can text on any type of mobile phone, with options to read or listen to our responses.
    Text 0423 677 767 then ask for All Clear Number

    Customers Experiencing Vulnerability

    We are committed to taking extra care of customers who experience vulnerability and financial needs. You can find more information about this in the following links:
    Customers Experiencing Vulnerability
    Domestic and Family Violence Support
    Financial Hardship Support

    If you have a language preference other than English

    At your request:

    • We can provide information about our services in different languages.
    • You can write to us in your preferred language and we will have your correspondence translated.
    • We can arrange for our correspondence to be translated into your preferred language.

    Please note that our services do not include translating non-English documents for your claim. Please visit NAATI for notarizing and translation services.

    Complaints

    To make a complaint you can get in touch with us on the details below.
    By email:
    [email protected]

    By post:
    Customer Services
    AllClear Australia
    Suite 1.04, Level 1, 19 Harris Street
    Pyrmont, 2009 Sydney NSW

    Our dispute resolution process

    For detailed information on our complaint handling process, response times or escalating a complaint for external review by Australian Financial Complaints Authority (AFCA). Please view or download our policy

    Code of conduct

    General Insurance Code of Practice
    The General Insurance Code of Practice, introduced by the Insurance Council of Australia in 1994, is a voluntary code that has been regularly updated. It outlines the standards general insurers must follow, including being transparent, fair, and honest. It also specifies timeframes for responding to claims, complaints, and customer requests.

    For more information on the General Insurance Code of Practice and the Code Governance Committee, visit https://insurancecode.org.au/