The purpose of this Financial Services Guide (FSG)
In this FSG, “Telstra”, “we”, “us” and “our” means Telstra Limited (ABN 64 086 174 781). We act as a promoter of car and home and contents insurance products as an authorised representative of Huddle Insurance, a business name of Open Insurance Pty Ltd (ABN 23 166 949 444 AFSL 451712) (“Huddle”) under authorised representative number 1303090.
The promotional activity we undertake includes some financial services activities. In this FSG, we provide information on the financial services we provide, the remuneration we receive, how complaints will be dealt with and our compensation arrangements. The purpose of this FSG is to assist you in deciding whether to use any of the financial services provided by us.
Before purchasing any insurance product, you’ll have the opportunity to review a combined Product Disclosure Statement and Financial Services Guide (PDS/FSG) issued by Huddle on behalf of the insurer, The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 AFSL 241436 (“Hollard”). The PDS/FSG contains information about the product and its terms and conditions, as well as information about the financial services provided by Huddle, so we encourage you to read it carefully.
General advice warning
When we’re promoting the Huddle products, any advice you receive from us is general advice only. This means it doesn’t take into account your objectives, financial situation or needs. Before deciding to purchase the insurance, read the PDS/FSG and consider the appropriateness of such advice having regard to your own objectives, financial situation and needs.
Our services and authorisations
We are authorised to provide general financial product advice about, and arrange for the issue of, Huddle branded car and home and contents insurance general insurance products, as Huddle’s authorised representative.
When we do provide general financial product advice or arrange for the issue of these products, we do so on behalf of Huddle and Hollard and not on your behalf.
Giving us instructions
You can provide instructions to us by logging into your user portal or using the contact details set out on the last page of this guide.
Payments and benefits we receive
We receive a commission from Huddle for each Huddle car insurance or home and contents insurance product we arrange on Huddle’s behalf. This will be in the range of $90 to $205. This commission varies depending on the type of product you purchase.
Our associations and relationships
Huddle holds an Australian financial services licence and has appointed us as an authorised representative pursuant to a distribution agreement. Huddle products are issued by Huddle on behalf of Hollard pursuant to an underwriting agreement. Other than these relationships, there are no other associations or relationships that might reasonably be expected to be capable of influencing the financial services we provide.
How we resolve your complaints
If you have a complaint about the financial services we provide as an authorised representative of Huddle, please feel free to contact Huddle by emailing help@huddle.com.au or calling 1300 777 200. Their aim is to resolve complaints as soon as possible. Please make sure to give them as much information as you can, so that they can best help you.
If they aren’t able to resolve your concerns, they will escalate your complaint to their Customer Resolution Team, which will review your complaint and provide you with a response. They will give you the contact details of the person looking after your complaint, and make sure to give you regular progress updates.
Huddle’s Customer Resolution Team can be contacted on 1300 777 200 or by email at complaints@huddle.com.au. If you aren’t happy with their decision, or they have taken more than 30 days to respond to you from the date you first made your complaint, you may lodge a complaint with the Australian Financial Complaints Authority at:
- Phone: 1800 931 678
- Mail: Australian Financial Complaints Authority, GPO Box 3. Melbourne VIC 3001
- Email: info@afca.org.au
- Online: Australian Financial Complaints Authority
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 further legal assistance.
Compensation arrangements
Huddle holds professional indemnity insurance that satisfies the requirements of section 912B of the Corporations Act. This insurance also covers the conduct of Telstra Limited, insofar as it is authorised by Huddle to provide general advice and relevant financial services.
Privacy
Telstra is committed to implementing privacy policies to ensure the privacy and security of your personal information. The information you provide to us is collected in accordance with the Telstra Privacy Collection Statement and is used and stored in accordance with the Telstra Privacy Policy. Copies of these documents are available at Telstra Privacy Policy page.
Contacting us or Huddle
For any information about Huddle or the Huddle insurance products you can call or email:
- Phone: 1300 777 200
- Email: help@huddle.com.au
Otherwise, to contact Telstra you can call or email:
- Phone: 03 8647 3332
- Email: TelstraPlusCustomerSupport@team.telstra.com
This FSG has been authorised for distribution by Huddle.