If you are an existing customer and need to amend your policy please call 1300 364 846, or make a claim please call 1300 304 341
1800 700 207
Tap a heading to read the answer.
Our Domestic and Family Violence Policy supports customers by protecting their privacy and offering timely, targeted support.
How people with disabilities and language barriers can contact us by phone; and information about the accessibility of our website.
According to the federal government, about 1 in 5 Australians has a disability.1 And a similar proportion speak a language other than English at home.2
One of the factors that influences these people’s ability to participate in society is the accessibility of their environment.
BestBuy is committed to helping people with disabilities and non-English speaking people access our products and services.
This page explains how people with hearing or language challenges can contact us by phone and includes information on the accessibility of our website.
| If you find it difficult to hear or speak |
Use the National Relay Service, 24/7 for free ⓘ
Voice Relay
SMS Relay
Teletypewriter (TTY) — Speak and Read
Teletypewriter (TTY) — Type and Read
NRS app The NRS app allows you to make NRS Chat, NRS Captions, Voice Relay and Video Relay calls. You can download the app from Google Play or the App Store. NRS website |
| If English is not your first language |
BestBuy use the Translating and Interpreting Service (TIS National). If you need an interpreter to support you on the call, let us know when you contact us and we will arrange a qualified interpreter to assist free of charge. |
The World Wide Web is intended to work for all people, whatever their hardware, software, language, location, or ability.
These include people with a diverse range of hearing, movement, sight and cognitive ability.
Indeed, the United Nations recognises access to information and communication technologies, including the web, as a basic human right.
The following table outlines what we’ve done to make our website accessible.
While we’ve done things to make our products and services accessible, we know there’s lots more to do, especially to our website.
Our goal is to meet an AA level of accessibility, as per the World Wide Web Consortium’s (W3C) Web Content Accessibility Guidelines 2.0 (WCAG 2.0).
In the meantime, if you have any suggestions on how we could improve the accessibility of our site, please contact us.
Better web browsing: Tips for customising your computer: This W3C web page provides references to resources to help you customise your particular web browser and computer setup.
Contacting organisations about inaccessible websites: This W3C web pages describes the steps you should take to report accessibility problems with an organisation’s website.
How to find accessible media and web browsers: This article, by the Centre for Inclusive Design, looks at the accessibility features of the five most popular web browsers.
References
We’re here to support our customers by responding to claim events with expertise, compassion and efficiency.
If you’re having trouble meeting your financial obligations to us (excluding premium payments), you can ask us for financial hardship support.
Step 1. Contact us
We’ll ask you some questions to understand your circumstances, explain the financial hardship application process and answer any questions, please call us on 1300 304 341.
Step 2. Complete the financial hardship application
We will ask you to complete a financial hardship application. Depending on your specific needs, the circumstances, and the amount we may request supporting documentation to assist us in reviewing your application for support.
Step 3. Assessment of application
Once we’ve received the completed form and any required supporting documents, we’ll assess your application and communicate the outcome to you in writing within 21 days.
Types of Support
We have a range of options available to support you which may include:
Additional support aligned to your needs:
We are committed to supporting customers in financial hardship and our team will work with you to provide support that is aligned to your specific circumstances.
Auto & General Insurance Company Ltd subscribe to the General Insurance Code of Practice 2020 ('the code'). Part 10 of the code outlines financial hardship support. The Code is independently monitored and enforced by the Code Governance Committee. The code can be accessed by visiting: http://codeofpractice.com.au/.
What is financial hardship?
Financial hardship means you are having difficulty meeting your financial obligations to us.
How do we assess financial hardship requests?
Auto & General assess financial hardship applications on a case by case basis to support customers based on their individual circumstances.
Am I eligible for support with my premium?
Financial hardship support does not include the payment of premiums. If you are having difficulty making premium payments, we encourage you to contact our Service team.
Can I fast track my claim during a Natural Disaster?
Where a natural disaster has occurred and you need to make a related claim which has caused you an urgent financial need, we will do either or both of the following:
What if I’m not satisfied with the outcome?
If you are dissatisfied with any aspect of our service, including the support we have offered as part of your financial hardship application, please contact us to make a complaint.
The National Debt Helpline is a not-for-profit service that offers free, independent, and confidential financial counselling to help people tackle their debt.
National Debt Helpline
1800 007 007
9:30am-4:30pm AEST, Monday - Friday
ndh.org.au
National Debt Helpline Website
What to do if you're unhappy with any of our products, services, or actions.
Step 1. Speak to us
We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to contact our customer service team.
Step 2. Our team will help you
We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable).
Our team will try to resolve your complaint immediately and will provide you with a unique reference number.
If we are unable to resolve your complaint to your satisfaction within 5 business days, we will escalate it to our Customer Disputes Resolution Team for review.
Our Customer Disputes Resolution Team will work with you to try and resolve your complaint within 30 calendar days however if we know you are experiencing financial hardship we will give you our decision within 21 calendar days.
We will keep you informed of our progress at least every 10 business days.
Step 3. If we can't agree, you can seek an independent review
Our aim is to resolve complaints within 30 calendar days. If we are unable to finalise your complaint within this time, we will:
Additionally, if you are dissatisfied with our final decision, you can also contact AFCA directly.
AFCA independently resolves disputes between financial service providers (like insurers) and their clients. AFCA's decisions are binding which means that even if they aren't in our favour, we must accept them.
You have 2 years from when we make a decision on your complaint to take your complaint to AFCA.
Accessibility:
We want it to be easy for you to contact us, if you need assistance to make a complaint, please visit our Accessibility tab above for options.
Customer Assistance:
Auto & General are committed to supporting customers experiencing vulnerability. If you need assistance please let us know so we can work with you to arrange support aligned to your needs. The Auto & General Domestic and Family Violence Policy and Financial Hardship Support options are available on our website.
Our Policy:
For further information, please see the Auto & General Complaints Policy.
Auto & General subscribe to the General Insurance Code of Practice.
Please refer to http://codeofpractice.com.au/
Our insurance is underwritten by Auto & General Insurance Company Limited who is a member of the Insurance Council of Australia and a signatory to the General Insurance Code of Practice (the Code). By signing up to the Code, they promise to act in an open, honest and fair manner in all their dealings with customers.
Auto & General and BestBuy insurance are committed to helping our customers better understand their rights when buying insurance, making claims, resolving a complaint, or experiencing financial hardship.
General insurers’ compliance with the code is monitored and enforced by an independent body called the Code Governance Committee (CGC). Customers can report suspected breaches to the CGC, which then investigates and, if necessary, agrees with the insurer on corrective measures within set timeframes.
Any failure to correct a breach can lead to CGC sanctions, which are binding on insurers.
A copy of the code can be accessed by visiting http://codeofpractice.com.au/
Tap a heading to read the answer.
Our Domestic and Family Violence Policy supports customers by protecting their privacy and offering timely, targeted support.
How people with disabilities and language barriers can contact us by phone; and information about the accessibility of our website.
According to the federal government, about 1 in 5 Australians has a disability.1 And a similar proportion speak a language other than English at home.2
One of the factors that influences these people’s ability to participate in society is the accessibility of their environment.
BestBuy is committed to helping people with disabilities and non-English speaking people access our products and services.
This page explains how people with hearing or language challenges can contact us by phone and includes information on the accessibility of our website.
| If you find it difficult to hear or speak |
|---|
|
Use the National Relay Service, 24/7 for free ⓘ
Voice Relay
SMS Relay
Teletypewriter (TTY) — Speak and Read
Teletypewriter (TTY) — Type and Read
NRS app The NRS app allows you to make NRS Chat, NRS Captions, Voice Relay and Video Relay calls. You can download the app from Google Play or the App Store. NRS website |
| If English is not your first language |
|
BestBuy use the Translating and Interpreting Service (TIS National). If you need an interpreter to support you on the call, let us know when you contact us and we will arrange a qualified interpreter to assist free of charge. |
The World Wide Web is intended to work for all people, whatever their hardware, software, language, location, or ability.
These include people with a diverse range of hearing, movement, sight and cognitive ability.
Indeed, the United Nations recognises access to information and communication technologies, including the web, as a basic human right.
The following table outlines what we’ve done to make our website accessible.
While we’ve done things to make our products and services accessible, we know there’s lots more to do, especially to our website.
Our goal is to meet an AA level of accessibility, as per the World Wide Web Consortium’s (W3C) Web Content Accessibility Guidelines 2.0 (WCAG 2.0).
In the meantime, if you have any suggestions on how we could improve the accessibility of our site, please contact us.
Better web browsing: Tips for customising your computer: This W3C web page provides references to resources to help you customise your particular web browser and computer setup.
Contacting organisations about inaccessible websites: This W3C web pages describes the steps you should take to report accessibility problems with an organisation’s website.
How to find accessible media and web browsers: This article, by the Centre for Inclusive Design, looks at the accessibility features of the five most popular web browsers.
References
We’re here to support our customers by responding to claim events with expertise, compassion and efficiency.
If you’re having trouble meeting your financial obligations to us (excluding premium payments), you can ask us for financial hardship support.
Step 1. Contact us
We’ll ask you some questions to understand your circumstances, explain the financial hardship application process and answer any questions, please call us on 1300 304 341.
Step 2. Complete the financial hardship application
We will ask you to complete a financial hardship application. Depending on your specific needs, the circumstances, and the amount we may request supporting documentation to assist us in reviewing your application for support.
Step 3. Assessment of application
Once we’ve received the completed form and any required supporting documents, we’ll assess your application and communicate the outcome to you in writing within 21 days.
Types of Support
We have a range of options available to support you which may include:
Additional support aligned to your needs:
We are committed to supporting customers in financial hardship and our team will work with you to provide support that is aligned to your specific circumstances.
Auto & General Insurance Company Ltd subscribe to the General Insurance Code of Practice 2020 ('the code'). Part 10 of the code outlines financial hardship support. The Code is independently monitored and enforced by the Code Governance Committee. The code can be accessed by visiting: http://codeofpractice.com.au/.
What is financial hardship?
Financial hardship means you are having difficulty meeting your financial obligations to us.
How do we assess financial hardship requests?
Auto & General assess financial hardship applications on a case by case basis to support customers based on their individual circumstances.
Am I eligible for support with my premium?
Financial hardship support does not include the payment of premiums. If you are having difficulty making premium payments, we encourage you to contact our Service team.
Can I fast track my claim during a Natural Disaster?
Where a natural disaster has occurred and you need to make a related claim which has caused you an urgent financial need, we will do either or both of the following:
What if I’m not satisfied with the outcome?
If you are dissatisfied with any aspect of our service, including the support we have offered as part of your financial hardship application, please contact us to make a complaint.
The National Debt Helpline is a not-for-profit service that offers free, independent, and confidential financial counselling to help people tackle their debt.
National Debt Helpline
1800 007 007
9:30am-4:30pm AEST, Monday - Friday
ndh.org.au
National Debt Helpline Website
What to do if you're unhappy with any of our products, services, or actions.
Step 1. Speak to us
We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to contact our customer service team.
Step 2. Our team will help you
We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable).
Our team will try to resolve your complaint immediately and will provide you with a unique reference number.
If we are unable to resolve your complaint to your satisfaction within 5 business days, we will escalate it to our Customer Disputes Resolution Team for review.
Our Customer Disputes Resolution Team will work with you to try and resolve your complaint within 30 calendar days however if we know you are experiencing financial hardship we will give you our decision within 21 calendar days.
We will keep you informed of our progress at least every 10 business days.
Step 3. If we can't agree, you can seek an independent review
Our aim is to resolve complaints within 30 calendar days. If we are unable to finalise your complaint within this time, we will:
Additionally, if you are dissatisfied with our final decision, you can also contact AFCA directly.
AFCA independently resolves disputes between financial service providers (like insurers) and their clients. AFCA's decisions are binding which means that even if they aren't in our favour, we must accept them.
You have 2 years from when we make a decision on your complaint to take your complaint to AFCA.
Accessibility:
We want it to be easy for you to contact us, if you need assistance to make a complaint, please visit our Accessibility tab above for options.
Customer Assistance:
Auto & General are committed to supporting customers experiencing vulnerability. If you need assistance please let us know so we can work with you to arrange support aligned to your needs. The Auto & General Domestic and Family Violence Policy and Financial Hardship Support options are available on our website.
Our Policy:
For further information, please see the Auto & General Complaints Policy.
Auto & General subscribe to the General Insurance Code of Practice.
Please refer to http://codeofpractice.com.au/
Our insurance is underwritten by Auto & General Insurance Company Limited who is a member of the Insurance Council of Australia and a signatory to the General Insurance Code of Practice (the Code). By signing up to the Code, they promise to act in an open, honest and fair manner in all their dealings with customers.
Auto & General and BestBuy insurance are committed to helping our customers better understand their rights when buying insurance, making claims, resolving a complaint, or experiencing financial hardship.
General insurers’ compliance with the code is monitored and enforced by an independent body called the Code Governance Committee (CGC). Customers can report suspected breaches to the CGC, which then investigates and, if necessary, agrees with the insurer on corrective measures within set timeframes.
Any failure to correct a breach can lead to CGC sanctions, which are binding on insurers.
A copy of the code can be accessed by visiting http://codeofpractice.com.au/