4-Step Complaints Procedure
OUR EASY 4 STEP 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?
FOLLOW THESE 4 STEPS
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.
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.
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.
The Complaints Officer
Locked Bag No. 9021
Castle Hill NSW 1765
Fax a letter
1300 367 229
Email a letter
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.
If your matter is still unresolved, refer the matter for review to the AFCA
If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction, you may refer the matter for review to the Australian Financial Complaints Authority (AFCA) within 2 years of the date of our final decision letter. AFCA is an independent external dispute resolution service available to our policy holders and AFCA can advise you whether your dispute is one which falls within their terms of reference.
For further details on AFCA you can visit their website at www.afca.org.au.