Had an issue with Real Insurance? Get a real response.
How to submit a complaint with Real Insurance
With Real Insurance, complaints move better when the route is right, the issue is named early, and the remedy request is concrete.
- Start in the right place: Use the complaints email for Real Insurance so the complaint lands with a team that can actually review it.
- Anchor the facts: Include your policy number, claim number, documents, photos, and prior emails and explain what went wrong with the policy, claim, payout, premium, or customer service issue.
- Name the complaint theme: Say if the issue is about claim delays, claim disputes, and poor communication so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a claim review, payment correction, refund, reassessment, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
After Real Insurance receives a complaint tied to claim delays, claim disputes, and poor communication, expect a basic review first and a substantive response later.
- Acknowledgement: You should get a case number, email, or some written sign that Real Insurance has logged the complaint.
- Review: The business will usually look at your policy number, claim number, documents, photos, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what Real Insurance found and whether it will offer a claim review, payment correction, refund, reassessment, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Real Insurance
The complaint themes most likely to matter for Real Insurance are below. Use the one that best matches your issue.
- Claim delays: Claims taking too long to assess, update, or pay.
- Claim disputes: Arguments over cover, responsibility, or whether the claim should be paid.
- Poor communication: Updates arriving late, vaguely, or not answering the actual issue.
- Pricing issues: Unexpected pricing, high charges, or price changes that feel hard to justify.
Real Insurance complaints submitted through Ajust
Do not let a weak Real Insurance response turn the issue into a fresh complaint. Escalate the same chronology instead.
- Escalate internally first: Ask Real Insurance to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the insurer's internal dispute resolution process.
Complaints about Real Insurance do not have to end with the internal response, especially if the complaint still turns on claim delays, claim disputes, and poor communication.
- Main external path: AFCA after the insurer's internal dispute resolution process
- Why this route matters: ASIC or APRA may matter in the background, but AFCA is normally the consumer complaint route.
- Before you escalate: Keep your full Real Insurance complaint trail together, including receipts, screenshots, emails, and any written responses.
Use one of these official Real Insurance complaint routes first. If possible, keep the complaint in writing.
- Email: resolution@hollard.com.au
Real Insurance Complaints FAQs
What is the best complaint route for Real Insurance?
Start with the complaints email and label it as a complaint straight away. That makes it easier to move into the right internal process.
What does the complaint process usually look like with Real Insurance?
You should usually get an acknowledgement first, then a review of the facts, then a written response. If the reply misses the issue, answer on the same thread.
What do people usually complain about with Real Insurance?
Most complaints in this provider type revolve around claim delays, claim disputes, and poor communication. If your issue fits one of those patterns, say so directly.
Is there an ombudsman or regulator for complaints about Real Insurance?
The external route depends on the provider type, but for this business the main pathway is AFCA after the insurer's internal dispute resolution process.
You’ve done your part, now it’s time to hold Real Insurance accountable.
Take the final step and submit a complaint that gets seen and responded to.