For customers
Manage your policies
Manage your policies
24/7 claims processing
Questions regarding your existing policy
Emergency assistance
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.
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.
Vulnerability and Domestic Family Violence
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.
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.
If you are experiencing vulnerability and would like more information on the extra care we can provide please speak to one of our team 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.
Accessibility Services
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.
Important documents
You can access all of your important documents, like your policy disclosure statement and financial service guide, certificate of insurance and our Target Market Determination statements through our ‘Manage Policy’ portal above, or through the partner you purchased your policy from on their website.
In Australia, this insurance is issued by Open Insurance Pty Ltd ABN 23 166 949 444 AFSL No. 451712. Open acts as an agent of the insurer when issuing and managing your policy. The insurer for car, home, contents and landlord insurance is The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 AFSL No. 241436. Travel Insurance is arranged by Open as agent for AWP Australia Pty Ltd, AFSL 245631 trading as Allianz Global Assistance (AGA). AGA issues and manages travel insurance as agent for the insurer Allianz Australia Insurance Ltd, AFSL 234708.
Any information or advice provided on this site is general only and does not take into account your individual needs, objectives or financial situation. You should carefully read the relevant Product Disclosure Statement and Financial Services Guide (PDS) and consider the relevant Target Market Determination (TMD), on the relevant selling website, to help you decide if the product is right for you.
For policies purchased from a retail partner
Car Insurance
- New policies issued on or after Dec 31, 2021
- Existing policies issued on or after Dec 31, 2021
Home Insurance
- New policies issued on or after Dec 31, 2021
- Existing policies renewing on or after Dec 31, 2021
For policies purchased from an insurance broker
Car Insurance
- New policies issued on or after Jan 1, 2022
- Existing policies renewing on or after Jan 1, 2022
Home Insurance
- New policies issued on or after Jan 1, 2022
- Existing policies renewing on or after Jan 1, 2022
Manage your policies
Manage your policies
24/7 claims processing
Questions regarding your existing policy
Emergency assistance
How to make a complaint
If you would like to register a complaint with Open about an insurance-related issue, you can email us at contact@beopen.com.
We will review your complaint and work with you under our internal complaints handling process to get it sorted quickly and fairly. When you register a complaint with us, we will acknowledge receipt of it within 5 business days. A response to your complaint will be provided within 10 business days of receiving all relevant information we need to make a decision. If we need more time, we will provide you an update about your complaint at least every 20 business days, or within another time frame agreed with you, until we are able to respond to your complaint.
If we cannot work things out, we will provide you with our final decision and tell you about your right to request an external review by the Insurance & Financial Services Ombudsman Service (IFSO). We will try to resolve your complaint or provide you with a letter of deadlock within 2 months of receiving your complaint.
On the rare occasion we can't resolve an issue with you directly, you can speak with the IFSO. The IFSO is independent and can provide a free, impartial review of your insurance-related complaint.
You can refer your insurance-related complaint to the IFSO if either:
- you have a letter of deadlock from us; or
- more than two months have passed since you first made your complaint with us
- If we issue a letter of deadlock, you'll have three months, if you wish, to refer your complaint to the IFSO. We'll abide by any decision made by the IFSO. Of course, you can also choose to seek a resolution elsewhere. You can contact IFSO at:
Telephone: 0800 888 202
Website: www.ifso.nz/complaints
Mail: Insurance & Financial Services Ombudsman, PO Box 10 845, Wellington 6143
Tower Insurance is a member of the Insurance Council of New Zealand (ICNZ) and abides by the ICNZ Fair Insurance Code. Open Insurance Ltd adheres to the Insurance Council of New Zealand’s Fair Insurance Code.
Vulnerability and Domestic Family Violence
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.
If you are experiencing vulnerability and would like more information on the extra care we can provide please speak to one of our team by emailing contact@beopen.com.
Accessibility Services
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.
Important documents
You can access all of your important documents, like your policy disclosure statement and financial service guide, certificate of insurance and our Target Market Determination statements through our ‘Manage Policy’ portal above, or through the partner you purchased your policy from on their website.
In New Zealand, this insurance is provided and administered by Open Insurance Ltd, the insurance provider and policy administrator, as an agent of Tower Limited, the insurance underwriter.
Open will commence operations in the UK in late 2022.
Manage your policies
Manage your policies
24/7 claims processing
Questions regarding your existing policy
Emergency assistance
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.
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.
Vulnerability and Domestic Family Violence
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.
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.
If you are experiencing vulnerability and would like more information on the extra care we can provide please speak to one of our team 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.
Accessibility Services
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.
Important documents
For policies purchased from a retail partner
Car Insurance
- New policies issued on or after Dec 31, 2021
- Existing policies issued on or after Dec 31, 2021
Home Insurance
- New policies issued on or after Dec 31, 2021
- Existing policies renewing on or after Dec 31, 2021
For policies purchased from an insurance broker
Car Insurance
- New policies issued on or after Jan 1, 2022
- Existing policies renewing on or after Jan 1, 2022
Home Insurance
- New policies issued on or after Jan 1, 2022
- Existing policies renewing on or after Jan 1, 2022