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 1300 731 324 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 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 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 10 business days thereafter.
Contact details for the Internal Dispute Resolution team:
Phone: 0800 255 426 or
Email: [email protected]
Mail: Petcover New Zealand
P. O. Box 112 250, Penrose,
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.
Allianz Australia Insurance Ltd Claims Technical Manager GPO Box 9897 Melbourne, Victoria, 3000 Fax: (03) 8615 8226 Email: [email protected]
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 Sovereign Customers
Sovereign Insurance Australia are a member of the Australian Financial Complaints Authority (AFCA), who will consider complaints from their New Zealand based customers under their approved dispute resolution scheme.
Contact details for AFCA are:
Australian Financial Complaints Authority
Telephone: +61 1800 931 678 (international call charges may apply)
Email: [email protected]
GPO Box 3, Melbourne VIC 3000, Australia
There is no cost to You to use the services of AFCA.
For HDI Global Specialty SE customers:
HDI Global Specialty SE are a member of the Insurance & Financial Services Ombudsman (IFSO) approved dispute resolution scheme. You can contact the IFSO at: PO Box 10-845 Wellington 6143 New Zealand Phone: 0800 888 202 or +64 4 499 7612 Fax: +64 4 499 7614 [email protected] www.ifso.nz
There is no cost to You to use the services of IFSO
For Allianz customers
If the complaint is claims related you can contact the Financial Services Complaints Ltd, PO Box 5967, Wellington, New Zealand, 6145 Ph: 0800 347 257 Email: [email protected].
If the complaint is in regards to any other matters you may be able to access the services of an independent external dispute resolution body called Financial Disputes Resolution: Freepost 231075, PO BOX 5730, Wellington 6145; Ph: 0508 337 337 Email [email protected].