Complaints

We have in place a formal dispute resolution process, encompassing both internal and external dispute resolution. We are committed to providing quality services to our clients. This commitment extends to giving you easy access to people and processes that can resolve a service issue or complaint.

At Petcover, we treat complaints very seriously and believe you have the right to a fair, swift, prompt and courteous service at all times. If you are dissatisfied any aspect of our relationship, you may lodge a complaint. The below policy provides you with an overview of the three step process we will undertake in order to resolve any complaint that you may have. 

Stage one – 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.

Stage two – 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 to your complaint. We will make a decision about your complaint within 30 calendar days; however, we will aim to resolve your complaint within 15 business days.  

If we are not able to resolve your complaint within 15 business days, we will either escalate the matter to HDI Global Specialty SE – Australia or give you the option to contact them yourself.  Both these internal review processes will be completed within 30 calendar days.

You can contact the Internal Dispute Resolution team directly on: 

Petcover Aust Pty Ltd 
Internal Dispute Resolution 
1-3 Smolic Crt 
Tullamarine, VIC 3043
Phone: 1300 731 324
Email: idr@petcover.com.au 

You may also contact our underwriters:

HDI Global Specialty SE – Australia

Tower 1, Level 3
100 Barangaroo Avenue
Sydney NSW 2000
Email: ComplaintsAustralianBranch@hdi-specialty.com

MS Amlin by Lloyds policyholders

Lloyd’s Australia Limited
Level 9, 1 O’Connell Street
Sydney, NSW 2000
Phone: 02 8298 0783
Email: idraustralia@lloyds.com

Stage three – Australian Financial Complaints Authority (AFCA)

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 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
GPO Box 3
Melbourne, VIC 3000
Phone: 1800 931 678
Email: info@afca.org.au