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.
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.
Wellington 6143 New Zealand
Phone: 0800 888 202 or +64 4 499 7612
Fax: +64 4 499 7614
There is no cost to you to use the services of IFSO