Support during COVID-19

At Petcover, we understand how Covid–19 has affected the lives of many people and businesses.

At Petcover, we understand how Covid–19 has affected the lives of many people and businesses

During this period of adjustment, our pets can be a source of great comfort and stress relief and we are so glad to have them in our lives.

We are all still here ready to respond to the needs of our customers and partners whether for claims and policy information or simply to talk through any pet concerns you may have. Please see below for the support services available to you.

We appreciate your patience during this time, as like many businesses, we also have needed to pivot and some of our expert staff are working from home.

Call us on 1300 731 324 (Available Mon to Fri 8am – 5pm)

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.