How to Resolve Your Dispute

At All Parks Insurance, we are dedicated to providing great customer service and a product to match. If for some reason you are not satisfied with the service or product provided, we will do our best to deal with the matter in a courteous and swift manner. So what do you do if you’re not satisfied? Just follow these simple steps:

  1. If you have an Insurance Broker, please contact them in the first instance and explain the details of the situation to them. You should be able to find these details on your policy documents.
  2. If you are still not satisfied or your complaint/dispute has not been resolved, you can take the matter further by contacting the Complaints Officer at:

    All Parks Insurance Pty Ltd
    PO Box 588
    Wyong NSW 2259
  3. Alternatively, you can email or call on (02) 4355 4027 or 1800 404 444

    Once you have contacted All Parks Insurance we will commence the Internal Dispute Resolution (IDR) process with the relevant Underwriter of the insurance product provided. Details of our insurers are:

    The Hollard Insurance Company Pty Ltd
    Internal Dispute Resolution Committee
    Locked Bag 2010
    St Leonards NSW 1590
    Phone: (02) 9253 6600

    HDI Global Specialty SE - Australian Branch
    Internal Dispute Resolution Committee
    One International Towers, Level 33, 100 Barangaroo Avenue
    Sydney NSW 2000

    The Dispute Resolution Specialist will provide in writing our final decision within 15 business days of your complaint being escalated, unless we have requested an extension from you and you have agreed to allow us more time.

  4. If you are not satisfied the outcome of the IDR review, or your complaint has not been resolved within 45 days, you may contact the Australian Financial Complaints Authority (AFCA). The AFCA is a dispute resolution service which is provided to you free of charge. Their contact details are:

    Australian Financial Complaints Authority
    GPO Box 3
    Melbourne VIC 3001
    Phone: 1800 931 678