Complaints
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 with any aspect of our relationship, you may lodge a complaint. Our complaints process has three steps:
1. Immediate Response
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 0800 255 426 during normal office hours.
2. Internal Dispute Resolution (Stage 1 IDR)
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 someone 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 two months, however, we will aim to resolve your complaint within 10 business days of the date we have all the information to determine your complaint. 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 20 business days thereafter.
Contact details for the Internal Dispute Resolution team:
Phone: 0800 255 426 or
Email: support.nz@petcovergroup.com
Mail: Petcover New Zealand
P. O. Box 112 250, Penrose,
Auckland 1642.
For HDI & Allianz Customers Only
Review by your underwriter (Stage 2 IDR)
In the unlikely event your complaint remains unresolved, you can request a Stage 2 IDR review by your respective underwriter. The Underwriter will review your complaint within two months of your initial complaint being lodged. Stage one and stage two will not exceed two months in total.
HDI Global Specialty SE Policyholders:
Postal address : Level 19, 20 Martin Place, Sydney NSW 2000
Email : HGABdisputes@hdi-specialty.com
Allianz Policyholders:
Allianz Australia Insurance Ltd (trading as Allianz New Zealand)
Claims Manager
Postal address : PO Box 794 Auckland 1010
Telephone : 0800 500 115
Email : info_nz@allianz.co.nz
3. External Dispute Resolution
If after 2 months your complaint remains unresolved or you are dissatisfied with the outcome you may contact an external dispute resolution body. The body used for external dispute resolution varies between underwriters.
For Provident Insurance Corporation Limited, Sovereign, and HDI Global Specialty SE Customers:
Petcover New Zealand is a member is of the Insurance & Financial Services Ombudsman (IFSO) approved dispute resolution scheme.
Contact details for IFSO:
Insurance and Financial Services Ombudsman (IFSO)
Telephone: 0800 888 202
Email: info@ifso.nz
Postal address: PO Box 10-845, Wellington 6143
Website: www.ifso.nz
There is no cost to You to use the services of IFSO
Allianz Policyholders:
For Allianz policyholders, subject to their Terms of Reference, you can contact the Financial Services Complaints Ltd (FSCL).
Postal address : PO Box 5967, Wellington, New Zealand, 6140
Telephone : 0800 347 257
Email : complaints@fscl.org.nz
Website : https://fscl.org.nz/