Assisting our customers

Petcover is committed to supporting and taking extra care
of our customers who experience vulnerability. 

image of a brown and white cat sitting on its owners shoulder having a cuddle

Assisting our customers

Petcover are committed to supporting and taking extra care of our customers who experience vulnerability. There are many factors which may cause vulnerability such as:

  • Family or Domestic Violence
  • Major Life events
  • Mental Illness
  • Culturally or Linguistically Diverse
  • Financial Hardship
  • Age- related
  • Language Barrier
  • Aboriginal or Torres Strait Islander Status
  • Physical Health Conditions
  • Literacy Barriers
  • Remote Location

Petcover understands that every customer is different which is why we are committed to treating our customers through these tough times with dignity, care, respect, compassion and flexibility. We have internal policies and training appropriate to our employees’ roles to help them understand if you may be vulnerable, and decide how best, and to what extent, we can support you.

We may also refer you to additional support, such as people or services with specialist training and experience. Petcover is here to assist our customers and support them, especially during tough times.

Family and domestic violence policy

This policy applies to all Petcover customers affected by Family and Domestic violence. Petcover recognises that family violence is not acceptable in any relationship and understand it takes courage to openly speak about your situation. Our customers who may be experiencing Family or Domestic violence will be treated with dignity, compassion and respect.

Where you may disclose family violence, or where we have reason to believe that family violence is occurring, we will handle this information with sensitivity and will consider on an individual basis the measures to support you.

Support services

We understand if you are experiencing difficult circumstances and we are ready to provide the additional support you might need from at this time. Visit our Contact Us page.

If you need support from someone else such as a lawyer, consumer representative, interpreter, family member or friend, please let us know and we will work with you to accommodate your request.

Always call 111 if you or your family are in immediate danger.

Shine -National 24-hour Domestic and Family Violence and Sexual Assault Line.
Phone: 0508 744 633

Youthline – Support, information and referral service for people aged between 12 – 24 years.
Phone: 0800 376 633

Age ConcernSupport, information and referral service for people over age 65.
Phone: 0800 652 105

Lifeline– 24/7 counselling and referral service for people in a crisis situation.
Phone: 0800 LIFELINE

The Depression Helpline – 24/7 support to people experiencing anxiety or depression.
Phone: 0800 111 757
Or free text: 4202

Women’s Refuge – New Zealand’s largest nationwide organisation that supports and helps women and children experiencing family violence. Our vision is for all women and children in Aotearoa to live free from domestic and family violence.
Phone: (04) 802 5078

Pet Refuge – A national charity that provides temporary accommodation for pets affected by domestic violence, while their owners secure their own safety. We aim to make it easier to leave abuse sooner, by caring for family pets in our Auckland-based shelter until they can be reunited with their loved ones.
Phone: 0800 738 733 843

Money Talks – Financial counselling is a free, confidential service to assist people in financial difficulty.
Phone: 0800 345 123

Community Law– An independent not-for-profit community organisation that provides legal and related services to the public, focusing on the disadvantaged and people with special needs.

Support from your bank – Your bank may be able to help provide relief for your mortgage payments or provide other forms of relief.

Utility bills – If you’re finding it tough to pay your bills give your utility company a call because they may be able to assist.

Financial hardship

Financial hardship means you may have difficulty in meeting your financial obligations. Petcover has policies and training for employees to help them identify if you are experiencing financial hardship and decide how we may be able to provide support to you. Support may include:

  • fast-tracking of claims if you have an urgent financial need
  • payment options for your claims excess
  • putting action to recover an amount from you on hold if we identify you are experiencing financial hardship

Mental health

Petcover is committed to treating people with past or current mental health conditions fairly and with compassion and respect. We have policies and training in place to drive and improve employee awareness and understanding of anti-discrimination laws regarding mental health.

We’re here to help

The team at Petcover understand that sometimes our customers may experience difficult circumstances. We are ready to provide any further support you may need from us. For more information about how you can contact us, visit our Contact us page.

Live chat service

At Petcover, we understand it isn’t always convenient to make a phone call, and that sometimes it’s just easier to live chat! Our friendly team are here to answer any questions you have or even guide you through a pet insurance quote.

We’re online Monday-Friday 9.00am to 5:00pm (AEDT) 

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National relay service

We offer additional contact methods to customers who are deaf or have a hearing or speech impairment via the National Relay Service  – NZ Relay Service. We are here to help in any way we can.


If you need an interpreter

We can arrange an interpreter for you, via the Hello Co.
Simply call us on 0800 255 426 and let us know your preferred language.

Send us a message and we'll be in touch

Petcover will only use the information provided in relation to your request and personal information will be processed based on legitimate purposes. For more information, please refer to the privacy policy.

Monday-Friday 8.30am to 7:00pm.
Saturday 11:00am to 7:00pm.
Sunday 12:00pm to 6:00pm.

Claims, accounts and underwriting:
Monday-Friday 8.30am to 5:00pm.

Telephone: 0800 255 426
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We want to hear from you if you are not completely happy with the service you have been provided with so we can try and address your concerns.