Complaints

Customer satisfaction is very important to us. Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service.

If you are still not be satisfied with our service or our products, please send your complaint in writing by post or email to:

Petcover EU Agentur GmbH
Beschwerdemanagement
Klostertal 60
2770 Gutenstein
Email: info@petcover.at

When submitting your complaint, please state your policy number, the reason and the purpose of your complaint and also send all documents that are relevant for quick complaints processing to the above mentioned contact details.

We treat complaints very seriously and believe you have the right to a fair, swift and courteous service at all times.

You will receive clear, accurate and up-to-date information about your complaint processing, including confirmation of receipt of the complaint and an expected time for the completion of your complaint procedure. You will also be informed if the processing of your complaint is delayed.

If you are dissatisfied with the outcome of your internal complaint, you can contact the independent institutions below:

If You have bought a product or service online you can also make a complaint via the European Commission’s online dispute resolution (ODR) platform. The ODR platform will redirect your complaint to the appropriate alternative dispute resolution body. For further details visit http://ec.europa.eu/odr

As a consumer, you also have the option of contacting the consumer arbitration board (www.consumable-lightening.at) if no agreement can be reached.

You also have the right to send your complaint to the Austrian Financial Market Authority (FMA). Further information on the FMA can be found at https://www.fma.gv.at or by phone at (+43) 1 249 59 – 3444.

Please note: Submitting a complaint does not prevent you from always calling the ordinary courts.