Q. Who do I call for enquiries about my pet cover policy?
A. For enquiries you may contact us through any of these methods:
Phone: 1300 855 160 (Mon-Fri between 9.00am-5.00pm EST)
Mail: Petsecure Locked Bag 9021, Castle Hill, NSW 1765
Q. How do I lodge a complaint?
A. The satisfaction of our customers is very important to us. Unfortunately from time to time there may be misunderstandings, you may feel less than satisfied with the products and services we provide or you may wish to dispute the outcome of a decision. If this is the case, it’s important that you let us know as soon as possible, so we can work with you to resolve your complaint as quickly as possible. These are the steps to take:
Call us on 1300 855 160 and explain the situation. In the first instance our team will try to resolve the issue. Please be sure to have your Policy details handy (if applicable).
If you are not happy with the outcome, then please call 1300 855 160 and ask to speak to a Manager (ie escalate the matter).
If you’re still not satisfied, please put your complaint in writing to our Internal Dispute Resolution (IDR) Committee at:
The Complaints Officer, Petsecure
Locked Bag No. 9021
Castle Hill NSW 1765
Fax: (02) 9843 2644
Of course you can also call us again on 1300 855 160.
Please be sure to include your Name, your Policy Number and all the details relating to your complaint.
Your complaint will be thoroughly reviewed and investigated by our Internal Dispute Resolution Committee, and as long as we have all the information we need, we will tell you the outcome within 15 working days of receiving your letter, email or phone call.
In most cases we are able to sort out the problems brought to us by our customers. But if you don’t agree with the way we’ve resolved your dispute, you can refer the matter 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 policyholders and FOS can advise you whether your dispute is one that falls under their terms of reference.
For further details on FOS you can visit their website on www.fos.org.au or they can be contacted via one of the following methods.
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1300 780 808 (A local call charge applies)
Fax: (03) 9613 6399