How to make a complaint

How do I make a complaint?

If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will do our best to work with you to resolve it.

You should first contact one of our Customer Service consultants on 1300 467 872. If, after speaking to our team, you are still not happy with the outcome, you can take your matter further by contacting our Internal Dispute Resolution Committee.

The Internal Dispute Resolution Committee's contact details are:

The Complaints Officer
Locked Bag No. 9021
Castle Hill NSW 1765
Phone: 1300 467 872
Fax: 1800 639 906
Email: 1300insurance@petsure.com.au

Your concerns will be investigated by the Committee and, provided that we have all the necessary information, we will inform you of the outcome within 15 working days of receiving your letter, email or phone call.

If we are unable to resolve this matter in 15 working days, we will let you know and will provide a final response no later than 45 days from the date we received your complaint.

Alternatively you can call us on 1300 467 872

If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction or does not provide you with an outcome within 45 days of receipt of your complaint, you may refer the matter to an external dispute resolution scheme.

This is a free service to consumers to assist in resolving complaints.

If you are lodging your complaint before 1 November 2018 you should contact:

The Financial Ombudsman Service
Online: www.fos.org.au
Email: info@fos.org.au
Phone: 1800 367 287
Mail: Financial Ombudsman Service Limited GPO Box 3 Melbourne VIC 3001

If you are lodging your complaint after 1 November 2018 you should contact:

The Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

Have a question that you'd like us to answer?

1300 Insurance's Pet Protect offered by 1300 Insurance Pty Ltd (ACN 124 845 727; AR No 327609) underwritten by The Hollard Insurance Company Pty Ltd (AFSL 241436), and administered by PetSure (Australia) Pty Ltd (AFSL 420183). The information on our website, our brochures and other documentation is of a general nature only and does not take into account your personal financial situation, needs or objectives. Therefore before you decide to buy this product it is important that you read the Product Disclosure Statement and Financial Services Guide to make sure the product is appropriate for your needs.