Pet Insurance Complaints

If you have a complaint

We hope that you never have reason to complain, but if you do you should contact PetSure so that PetSure can work with you to resolve your complaint.

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

1 – Immediate Response

If you have a complaint, PetSure willl take steps to resolve it as soon as possible. PetSure will acknowledge your complaint within one business day of receiving it.

You can contact PetSure directly using one of the following means:

Phone: 1300 618 412

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

Please supply your policy number if you have one, to enable the complaint or enquiry to be dealt with promptly and by someone with appropriate authority.

2 – Internal Dispute Resolution

If PetSure hasn’t resolved your matter to your satisfaction, at your request PetSure will escalate your complaint for review by the PetSure Internal Disputes Resolution team.

Please use the same contact information in step 1 to make this request.

All escalated matters are acknowledged within one business day of receipt. The Internal Dispute Resolution team will review your complaint and any supporting evidence. After full consideration of the matter, a written final response will be provided to you, outlining the decision reached and the reasons for the decision.

3 – External Dispute Resolution

In the event that 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 AFCA at:

Australian Financial Complaints Authority (AFCA)

Mail: GPO Box 3, Melbourne VIC 3001

Phone: 1800 931 678

Website: www.afca.org.au

Email: info@afca.org.au