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PetSure (Australia) Pty Ltd ABN 95 075 949 923 (AFSL 420183) (PetSure) is responsible for this Financial Services Guide (FSG). It provides you with information about PetSure to help you decide whether or not to use the financial services that we provide. This FSG explains how we can assist you, who we represent, how we are remunerated, and provides details of how any complaints will be dealt with as well as how we can be contacted.

You will receive a Product Disclosure Statement (PDS), which explains the significant features of the products before we issue the product. You should consider the PDS in deciding whether to purchase the product. We may be contacted via the following websites or by telephone on the indicated numbers (and additional copies of the PDS are also available on the website or by calling us):

Products

All products and brand partner information: Our Products & Brands

About The Hollard Insurance Company Pty Ltd(Hollard)

Hollard is the insurer and issuer of the pet insurance products administered by PetSure. Hollard is an insurance company (ABN 78 090 584 473) authorised under s12 of the Insurance Act 1973 (Cth). Hollard holds an Australian Financial Services Licence (No.241436) and is authorised to deal in and provide financial product advice in general insurance products. In providing the financial services set out in this FSG, Hollard does not provide personal advice and does not act for you. You can contact Hollard on (02) 9253 6600 or by email on [email protected]

About PetSure (Australia) Pty Ltd

PetSure, a subsidiary company to Hollard, is an Australian Financial Services licencee (AFSL 420183) authorised to deal in and provide general advice on general insurance products. It administers pet insurance policies on behalf of the insurer Hollard and determines, on behalf of Hollard, whether a policy can be issued to you by Hollard.

PetSure has been given a binding authority by Hollard which authorises it to enter into, vary and cancel these policies on behalf of Hollard as if it were Hollard. PetSure’s authority is subject to the limits of authority agreed with Hollard. PetSure has also been appointed by Hollard as its agent to manage, administer and settle claims made under pet insurance policies. This means PetSure makes decisions about claims on behalf of Hollard. In providing the financial services set out in this FSG PetSure does not provide personal advice and does not act for you. 

Remuneration

PetSure receives a portion the underwriting profit for administering the pet insurance products issued by Hollard. Where a third party has referred you to us, they may receive a referral fee from Hollard. This fee is paid according to Hollard’s agreement with them and the role they play. It may be a commission or an agreed amount.

How do we resolve complaints?

You are entitled to make a complaint to us about any aspect of your relationship with us or our brand partners or distributors. Usually, when you have a concern we will try and resolve this immediately on the phone when you contact us. If we can’t immediately resolve your concern we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.

You can lodge a complaint with the relevant brand partners. The contact details to make a complaint are listed on each brand partners’ website and are also in the Product Disclosure Statement for your policy (which will also appear on the brand website). Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.

If you have spoken with our Customer Service Team and we haven’t resolved your complaint to your satisfaction, at your request, we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business day of being escalated. 

The Internal Dispute Resolution Committee’s contact details are: 
Mail: The Complaints Officer, Locked Bag No. 9021, Castle Hill NSW 1765 

Or call us at 1800 955 585 Monday – Friday, 8:00am – 8:00pm AEST (except public holidays)

The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.

In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.

AFCA is an independent dispute resolution service provided free of charge.

Australian Financial Complaints Authority (AFCA)

Phone:1800 931 678
Website:www.afca.org.au
Email:[email protected]
Mail:GPO Box 3, Melbourne, Victoria, 3001

AFCA is an independent complaint review service. A decision of AFCA is binding on us (up to specified limits) but not on you. It is a service provided without cost to you. 

Privacy

Your consent to the use and disclosure of your personal information applies whether you become or remain the insured unless you tell us otherwise by contacting us. You can read more about how we collect, use and disclose your personal information or how to make a complaint about a breach of the Australian Privacy Principles in our Privacy Policy on the website or you can request a copy. You can contact our Privacy Officer at [email protected].

If you have any questions in regards to our service or the products that we administer please contact PetSure on (02)9842 4800.