Assisting our customers
Petcover is committed to supporting and taking extra care
of our customers who experience vulnerability.
Assisting our customers
Petcover understands that every customer is different which is why we are committed to treating our customers with dignity, care, respect, compassion and flexibility.
We have internal policies and fully train our customer teams to help them understand if you may be vulnerable, and decide how best and to what extent we can support you. We may also refer you to additional support, such as people or services with specialist training and experience. Petcover is here to assist our customers and support them, especially during tough times.
Family and domestic violence policy
This policy applies to all Petcover customers affected by family and domestic violence. Petcover recognises that family violence is not acceptable in any relationship and understand it takes courage to openly speak about your situation. Our customers who may be experiencing family or domestic violence will be treated with dignity, compassion and respect.
Where you may disclose family violence, or where we have reason to believe that family violence is occurring, we will handle this information with sensitivity and will consider on an individual basis the measures to support you. Please view our Petcover family and domestic violence policy.
Support services
The team at Petcover understand that sometimes our customers may experience difficult circumstances. We are ready to provide any further support you may need from us. Furthermore, we offer additional contact methods to customers who are deaf or have a hearing or speech impairment via the National Relay Service (NRS). We are here to help in anyway we can.
If you need support from someone else such as a lawyer, consumer representative, interpreter, family member or friend, please let us know and we will work with you to accommodate your request.
Always call 000 if you or your family are in immediate danger.
1800 RESPECT– National 24-hour Domestic and Family Violence and Sexual Assault Line.
Phone: 1800 737 732
Beyond Blue – 24/7 support to people experiencing anxiety or depression.
Phone: 1300 224 636
MENSLINE – 24/7 support, information and referral service for men with family and relationship issues.
Phone: 1300 789 978
Lifeline– 24/7 counselling and referral service for people in a crisis situation.
Phone: 13 11 14
National Debt Hotline – Financial counselling is a free, confidential service to assist people in financial difficulty.
Phone: 1800 007 007
Community Legal Centres Australia – An independent not-for-profit community organisation that provides legal and related services to the public, focusing on the disadvantaged and people with special needs.
Support from your bank – Your bank may be able to help provide relief for your mortgage payments or provide other forms of relief.
Utility bills – If you’re finding it tough to pay your bills give your utility company a call because they may be able to assist.
Financial hardship
Financial hardship means you may have difficulty in meeting your financial obligations. Petcover has policies and training for employees to help them identify if you are experiencing financial hardship and decide how we may be able to provide support to you. Support may include:
- Fast tracking of claims if you have an urgent financial need.
- Payment options for your claims excess.
- Putting action to recover an amount from you on hold if we identify you are experiencing financial hardship.
Mental health
Petcover is committed to treating people with past or current mental health conditions fairly and with compassion and respect. We have policies and training in place to drive and improve employee awareness and understanding of anti-discrimination laws regarding mental health.
Live chat service
At Petcover, we understand it isn’t always convenient to make a phone call, and that sometimes it’s just easier to live chat! Our friendly team are here to answer any questions you have or even guide you through a pet insurance quote.
We’re online Monday-Friday 9.00am to 5:00pm (AEDT)
National relay service
NRS chat call users
Make an NRS Chat call
NRS captions call users
Make an NRS captions call
Voice relay users
Call 1300 555 727 and then ask for 1300 731 324
TTY relay users
Call 133677 and then ask for 1300 731 324
SMS relay users
Call 0423 677 767
If you need an interpreter
We can arrange an interpreter for you, via the Australian Governments Translating and Interpreting Service (TIS).
Simply call us on 1300 731 324 and let us know your preferred language.
Send us a message and we'll be in touch
Petcover will only use the information provided in relation to your request and personal information will be processed based on legitimate purposes. For more information, please refer to the privacy policy.
Sales:
Monday-Friday 8.30am to 10:00pm (AEDT)
Saturday 9:00am to 5:00pm (AEDT)
Sunday 10:00am to 4:00pm (AEDT)
Claims, accounts and underwriting:
Monday-Friday 8.30am to 5:00pm (AEDT)
Complaints
We want to hear from you if you are not completely happy with the service you have been provided with so we can try and address your concerns.