OUR COMPLAINTS PROCEDURE

The satisfaction of our policy holders is extremely important to Pet Insurance Australia. We always ensure that all your complaints are solved in a professional manner.

 

IF YOU HAVE A COMPLAINT

We hope you never have reason to complain but, if you do, we will do our best to work with you to resolve it.
Our complaints resolution process has three steps.

 Please let us know if you require additional assistance to lodge a complaint.

 

1. Immediate Response
If you have a complaint, we will take steps to resolve your complaint as soon as possible.
We will acknowledge your complaint within one business day of receiving it.

Please contact us using one of the following means:

Phone:
1800 043 552

Writing:
Pet Insurance Australia
Customer Service Complaints
Locked Bag 9021,
Castle Hill, NSW 1765

Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly.
Your complaint or enquiry will be dealt with by someone with appropriate authority.

2. Internal Dispute Resolution
If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1 – Immediate Response’), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business days of being escalated.

The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.

3. External Dispute Resolution
In the event your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.

AFCA is an independent dispute resolution service provided free of charge.

You may contact the Australian Financial Complaints Authority (AFCA) at:
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Website: afca.org.au
Email: info@afca.org.au

*This promotion entitles you to the equivalent of 2 months free premium over the first year of cover. The discount will be spread over the course of the first year and deducted from the standard monthly payment. The quote provided shall include this discount. The discounted premium will be shown on your Certificate of Insurance, which is sent on acceptance of your policy. Please note this offer only applies to new policies. This offer cannot be used in conjunction with any other offer.

Terms, conditions, waiting periods and exclusions apply. Pet Insurance Australia is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, is arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and is promoted and distributed by PetSure’s Authorised Representative (AR), Pet Insurance Australia Pty Ltd ABN 85 113 507 850, AR 326233. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing. PDS and Target Market Determination available at petinsuranceaustralia.com.au.

We understand that there are times when our customers may be feeling vulnerable due to a range of factors. In these situations, we are committed to taking extra care and recognise 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 email us on help@petsure.com.au. You can also access our underwriter’s Family Violence Policy here, and their website also contains additional accessible ways you can contact us.

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