How to make a complaint
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.
For Car or Home Insurance
We'll do our best to help you with your concerns
Book an appointment or email help@huddle.com.au 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
- GPO Box 3 Melbourne VIC 3001
- Website: 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.
For Travel Insurance
The steps below are a part of our complaint resolution procedure.
Step 1
Get in touch with us about your concerns at:
- For complaints relating to a claim:
Email: huddle@cegagroup.com
Phone: 1300 777 200
- For complaints relating to anything else to do with your policy or this product:
Email: help@huddle.com.au
Phone: 1300 777 200
We will 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.
We will acknowledge receipt of your complaint within 1 business day, and do our utmost to resolve the complaint to your satisfaction within 10 business days.
Step 2
If we are not able to resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team. Lloyd’s contact details are:
Lloyd’s Australia Limited
Email: idraustralia@lloyds.com
Phone: (02) 8298 0783
Post: Suite 1603, Level 16, 1 Macquarie Place, Sydney NSW 2000
A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.
Step 3
You may refer your complaint to the Australian Financial Complaints Authority (AFCA) if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time. AFCA can be contacted as follows:
Phone: 1800 931 678
Post: GPO Box 3 Melbourne VIC 3001
Website: afca.org.au
Email: info@afca.org.au
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 can seek independent legal advice or access any other external dispute resolution or other options that may be available to you.