Q. How do I make a complaint?

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:

Step 1

Call us on 1300 855 160 and explain the situation.  In the first instance our team will try to work with you to resolve the issue.  Please be sure to have your Policy details handy (if applicable).

Step 2

If after speaking to our team, you are still not happy with the outcome, you can take the matter further by contacting our Internal Dispute Resolution Committee.

The Complaints Officer, Petsecure

Locked Bag No. 9021
Castle Hill NSW 1765

Email:  petsecure@petsure.com.au
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 concerns will be investigated by the 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 we are unable to resolve this matter in 15 working days, we will let you know and will provide a final response no later than 45 days from the date we received your complaint.

Step 3

In most cases we are able to sort out the problems brought to us by our customers.  But if the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction or does not provide you with an outcome within 45 days of receipt of your complaint, you may refer the matter to an external dispute resolution scheme.  This is a free service to consumers to assist in resolving complaints.

Contact details for The Australian Financial Complaints Authority are shown below:

Mail:  Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Phone:  1300 780 808 (A local call charge applies)

Online:  www.afca.org.au 

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
Email: customercare@petsecure.com.au