1800 043 552
8:00am - 8:30pm (EST) Monday - Friday

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 matter.

how can you make a complaint?

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Step 1

Call our trained consultants

If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will work with you to resolve it. You can get in touch with us by calling one of our trained consultants.

Call 1800 043 552

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Step 2

Still not happy?
We’ll call you in 2 days

If, after speaking to our team, you are still not happy with the outcome, the matter will be escalated to the Manager of the relevant department who will call you within 2 business days.

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Step 3

Remain dissatisfied?
Contact our Internal Dispute Resolution Committee

If, after speaking to the Manager, you still remain dissatisfied you can take the matter further by contacting our Internal Dispute Resolution Committee.

Provide your details

Remember to provide us with your name, policy number and full details relating to your complaint.

Mail a letter
The Complaints Officer
Locked Bag No. 9021
Castle Hill NSW 1765

Fax a letter
1300 367 229

Email a letter
pia@petsure.com.au

Call us
1800 043 552

Your concerns will be investigated by our Internal Dispute Resolution Committee and, provided that we have all the necessary information, we will inform you of the outcome within 15 working days of receiving your letter, email or phone call.

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Step 4

If your matter is still unresolved, refer the matter for review to the FOS

If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction, you may refer the matter for review to the Financial Ombudsman Service (FOS) within 2 years of the date of our final decision letter. FOS is an
independent external dispute resolution service
available to our policy holders and FOS can advise you whether your dispute is one which falls within their terms of reference.

Mail a letter
GPO Box 3
Melbourne VIC
3001

Fax a letter
(03) 9613 6399

Email a letter
info@fos.org.au

Call us
1300 780 808

For further details on FOS you can visit their website at www.fos.org.au.