At Petcover, 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.
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 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. 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
If your complaint is not satisfactorily resolved within 15 business days, or you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by the respective underwriter of your policy. If we are unable to provide a written response setting out the final decision within 15 business days, we will keep you informed of progress at least every 10 days.
Stage three – Review by the underwriter
In the unlikely event, your complaint remains unresolved, an underwriter will review your complaint within 15 working days of being notified of your wish to take your complaint to stage two. Stage one and stage two will not exceed 45 calendar days in total.
HDI Global Specialty SE policyholders
HDI Global Specialty SE – Australia
Tower 1, Level 40
100 Barangaroo Avenue
Sydney, NSW 2000
MS Amlin by Lloyds policyholders
Lloyd’s Australia Limited
Level 9, 1 O’Connell Street
Sydney, NSW 2000
Phone: 02 8298 0783
Stage four – Insurance & Financial Services Ombudsman Scheme (IFSO) or the Australian Financial Complaints Authority (AFCA)
If you are still not satisfied with the outcome of the stage two review or if we have been unable to resolve your complaint within 45 calendar days, you have the right to take your matter to an 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.
Australian Financial Complaints Authority
GPO Box 3
Melbourne, VIC 3000
Phone: 1800 931 678