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 & 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 0800 255 426 during normal office hours.

2. Internal Dispute Resolution

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. The Internal Dispute Resolution Team does not include anyone involved in the original underwriting decision to insure your policy.

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 8 weeks, however, we will aim to resolve your complaint within 10 business days.
If we are not able to resolve your complaint within 10 business days, we will escalate the matter to HDI Global Specialty SE – New Zealand.
You may contact the Internal Dispute Resolution team directly on:
Phone: 0800 255 426 or
Email: [email protected]
Mail: Petcover New Zealand
P. O. Box 112 250, Penrose,
Auckland 1642.
You may also contact HDI Global Specialty SE – New Zealand: Tower 1, Level 33, 100 Barangaroo Avenue, Sydney NSW 2000 or via email: [email protected]

3. External Dispute Resolution

If our internal complaints processes do not lead to a satisfactory resolution to your complaint, or if we have been unable to resolve your complaint within 8 weeks of receiving your original complaint, you may contact our external independent dispute resolution scheme.

This service is free and may help investigate or resolve the complaint. We 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