Contact us
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How to contact us
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.
- 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
- 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
- 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/