We always strive to provide excellent service. However, if you have a complaint about the service we provide, please follow these steps.

If your complaint is about the sale of your policy, the service you receive or a claim contact us complaints@uk.beopen.com

We will respond to your complaint within four weeks of receiving it. Our response will be our final decision based on the information provided. If there's a delay in our investigations, we'll explain the reason and give you an estimated timeframe for reaching a decision.

If, for any reason, you're still dissatisfied or haven't received a final answer within eight weeks, you have the right to escalate your complaint to an independent authority called the Financial Ombudsman Service (FOS). You can contact them using the details below:

The Financial Ombudsman Service
Exchange Tower
1 Harbour Exchange Square, London
E14 9SR

Telephone: 08000 234 567 (free for people calling from a landline) or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Online: www.financial-ombudsman.org.uk

Following this complaint procedure does not stop you from taking legal action.

Interpreting services‍

There are three ways to talk to us using an interpreting service.

Let us arrange an interpreter for you when you're on the phone

When we call you for your appointment, let us know that you'd like to use an interpreter and we'll arrange it for you.

Arrange your own interpreter

You're welcome to have someone you trust interpret for you. During your call, just confirm with us who we're speaking with and that they will be interpreting for you.

Contact Translating and Interpreting Services

Translating and Interpreting Services (TIS) are available 24/7 and their interpreters speak over 160 languages. They're available over the phone and in person.

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.

We’ll do our best to help you with your concerns

Get in touch with one of our customer service consultants about your concerns, and they’ll do their best to resolve them. When you make your complaint please provide as much information as quickly as possible.

Call us on 1300 811 224 or email help@beopen.com 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
• Post: GPO Box 3 Melbourne VIC 3001
• Website: www.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.

Open Insurance Pty Ltd ABN 23 166 949 444 AFSL No. 451712 (Open), acts on behalf of the insurer, The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 AFSL No. 241436.

Vulnerability and Domestic and Family Violence

If you're in an emergency or feel unsafe, please call the police on 000. The safety of our members and their family affected by family violence comes first. For support, please call 1800 RESPECT available 24/7 for counselling and support services.

We understand that there are times when our customers may be feeling vulnerable, and we appreciate this can take on many forms such as language barriers, financial hardship, and issues and difficulties arising from domestic family violence. In these situations, we are committed to providing extra care. We recognise that these vulnerabilities can give rise to unique needs, which can change over time or in response to particular situations and we will treat you with sensitivity, dignity, respect and compassion, and will work with you to provide the appropriate support.

If you are experiencing vulnerability and or Domestic and Family Violence and would like more information on the extra care we can provide please speak to one of our team members on 1300 811 224. Alternatively, you can access more information, and the Domestic Family Violence policy, on The Hollard Insurance Company's assistance webpage here.

Financial Hardship Support

We are here to help you, if you are experiencing financial hardship and are unable to pay money owed to us that is not a premium. We aim to provide prompt financial hardship support as part of our commitment to providing extra support to members / customers experiencing vulnerability, including those impacted by family and domestic violence. This may include fast-tracking financial hardship requests, having a greater understanding of your needs when processing your financial hardship application and providing assistance and flexibility with payments owing when processing your financial hardship application and providing assistance and flexibility with payments owing.

We encourage you or your representative to tell us if you are experiencing financial hardship so that we can discuss your individual circumstances and options available to support you, such as;

• Put the recoveries of monies on hold
• Deduct an excess from a claim amount (cash settlement)
• Developing a payment plan with you
• Delaying the date on which the payment must be made
• Fast tracking the assessment and decision of your claim after an insured event.

If you are experiencing financial hardship and would like to discuss what support options may be available for your circumstances or would like more information on our Financial Hardship process, please speak to one of our team members on 1300 811 224.

The National Debt Helpline is a confidential financial counselling resource that can provide advice to Australians in every state and territory. You can contact the National Debt Helpline on 1800 007 007.

Interpreting services‍

There are three ways to talk to us using an interpreting service.

Let us arrange an interpreter for you when you're on the phone

When we call you for your appointment, let us know that you'd like to use an interpreter and we'll arrange it for you.

Arrange your own interpreter

You're welcome to have someone you trust interpret for you. During your call, just confirm with us who we're speaking with and that they will be interpreting for you.

Contact Translating and Interpreting Services

Translating and Interpreting Services (TIS) are available 24/7 and their interpreters speak over 160 languages. They're available over the phone and in person.