Financial Services Guide

Date: Wednesday 16 December 2020

The purpose of this Financial Services Guide (FSG)

In this FSG, “Telstra”, “we”, “us” and “our” means Telstra Corporation Limited (ABN 33 051 775 556). 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 386948.

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 or calling 1300 777 2000.  Their aim is to resolve complaints as soon as possible, however where they can’t resolve your concern immediately they will resolve it within 15 business days.

If your concern is still not resolved to your satisfaction within 15 business days, you can contact Huddle’s Internal Dispute Resolution Committee at:

Phone 1300 777 200


If Huddle haven’t responded to your complaint within 15 business days, or if you’re not satisfied with how they’ve tried to resolve it, you can ask for your complaint to be escalated for an Internal Dispute Resolution (IDR) review by a Dispute Resolution Specialist. Call them on 1300 777 200 or email

If you are still not satisfied with Huddle’s response, 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



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 representatives (including Telstra) including representatives who were authorised by Huddle at the time of providing the advice or financial service but are no longer representatives at the time of your complaint provided that the insurer has been notified of the claim in the relevant policy period.


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

Contacting us or Huddle

For any information about Huddle or the Huddle insurance products you can call or email:

Phone 1300 777 200


Otherwise, to contact Telstra you can call or email:

Phone +61 3 8647 3332


This FSG has been authorised for distribution by Huddle.