Complaints
At Petcover Australia, we treat complaints very seriously and believe you have the right to a fair, swift and courteous service at all times. If you are dissatisfied with the service you have received and wish to make a complaint, please contact us and we will endeavour to resolve the issue as quickly as possible. The below policy provides you with an overview of the process you can expect us to undertake in order to resolve any complaint that you may have.
“AFCA will not consider a complaint/dispute unless it is lodged before the earlier of the following time limits: Within 2 years of the date of our final IDR response; and Within 6 years of the date when you first became aware (or should reasonably have become aware) that you suffered the loss.”
1. Immediate response and resolution
Many concerns can be resolved immediately or within a short amount of time. If you have a complaint about the service we have provided to you, please address your enquiry or complaint to the staff member providing the service, or phone 1300 731 324 during normal office hours.
2. Contact our dispute resolution team
If we are unable to resolve your concern, immediately or within 2 days, we will escalate your concerns as a complaint to Petcover’s Internal Dispute Resolution Team.
Your complaint will be handled by a person with appropriate authority, knowledge and experience. You will be provided with the contact details of the person assigned your complaint. We will make a decision about your complaint within 30 calendar days, however, we will aim to resolve your complaint within 10 business days. If we are unable to provide a written response setting out the final decision within 10 business days, we will notify you of this and provide an update every 10 business days thereafter.
Sovereign Insurance Australia policyholders
Petcover or Sovereign Insurance Australia aims to acknowledge receipt of your complaint Complaints and Dispute Resolution Process either by telephone, email, social media channels, or letter within 1 business day and advise the name and contact of the employee assigned to liaise with you.
Petcover or Sovereign Insurance Australia will respond to your complaint in writing within 30 calendar days of first being notified of the complaint, provided we have all the necessary information and have completed any necessary enquiries and/or investigations.
Petcover or Sovereign Insurance Australia will keep you informed of the progress no less than every 10 business days unless it is resolved earlier.
If Petcover or Sovereign Insurance Australia are unable to respond within 30 calendar
days, we will provide you with an Internal Dispute Resolution Delay Notification outlining the reasons for the delay and your right to complain to the Australian Financial Complaints Authority (‘AFCA’) if you are dissatisfied.
AFCA’s contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Website: www.afca.org.au
Allianz policyholders
If you are not satisfied with the Petcover initial response to your concern/complaint, you may escalate it as a
dispute either to the Petcover Internal Dispute Resolution (IDR) team or to the Allianz Australia Insurance Ltd
who will review your matter. The IDR teams are independent of the person who initially considered your
complaint.
Please note, as per ASIC requirements for complaint management, only one ‘IDR response’ can be provided. As
such, either Petcover or Allianz Australia Insurance Ltd. will provide an IDR response.
You can contact the IDR teams at:
Petcover Internal Dispute Resolution
Telephone: 1300 738 225 (option 6)
Mail: Petcover IDR team 1-3 Smolic Court, Tullamarine VIC 3043 , or
Email: idr.au@petcovergroup.com
Allianz Australia Insurance Ltd
Claims Technical Manager
GPO Box 9897
Melbourne, Victoria, 3000
Fax: (03) 8615 8226
Email: DRTInbox@allianz.com.au
HDI Global Specialty SE policyholders
If we are not able to resolve your complaint within 10 business days, we will either escalate the matter to HDI Global Specialty SE – Australia or Lloyds Australia. You also have the option to contact the underwriter yourself.
The internal review processes will be completed within 30 calendar days. Contact details for the Internal Dispute Resolution team:
Petcover Aust Pty Ltd
Internal Dispute Resolution
1-3 Smolic Crt
Tullamarine, VIC 3043
Phone: 1300 731 324
Email: idr.au@petcovergroup.com
HDI Global Specialty SE policyholders
HDI Global Specialty SE – Australia
Tower 1, Level 40
100 Barangaroo Avenue
Sydney, NSW 2000
Email: ComplaintsAustralianBranch@hdi-specialty.com
3. External Dispute Resolution
In the unlikely event that Your complaint is not resolved to Your satisfaction following Petcover’s Internal Dispute Resolution Process, You may be able to take Your matter to the independent dispute resolution body, the Australian Financial Complaints Authority (AFCA). AFCA resolves certain insurance disputes between consumers and Insurers and will provide an independent review at no cost to You. We are bound by the determination of AFCA but the determination is not binding on You. Contact details for AFCA: Australian Financial Complaints Authority Telephone: 1800 931 678 Email: info@afca.org.au GPO Box 3, Melbourne VIC 3000