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Financial Services Guide

Who provides the services described in the Financial Services Guide (‘FSG’)?

The financial services referred to in this FSG are offered by PetSure (Australia) Pty Ltd (ABN 95 075 949 923, AFSL 420183) (PetSure).

All references to ‘we’, ‘us’ or ‘our’ are references to PetSure, unless otherwise specified.

What are our contact details?

The contact details for PetSure are:

Address:Level 1, 465 Victoria Avenue, Chatswood, NSW 2067
Phone:02 9842 4800

Purpose and content of this FSG

This FSG sets out the services that we can offer you. It is designed to assist you in deciding whether to use any of those services and contains important information about the services; how we and others are paid; any potential conflict of interest we may have; our internal and external dispute resolution procedures and how you can access them; and arrangements that are in place to compensate clients for loss.

This guide is an important document designed to assist you in deciding whether to use any of the services offered in this guide, so you should take the time to read it carefully. Please keep it in a safe place for your reference and for any future dealings with us.

When does this FSG apply from?

This FSG applies from 1 January 2022 and remains valid until a further FSG is issued to replace it.

Who is responsible for the financial services provided?

PetSure is an Australian Financial Services licencee (No. 420183) and is responsible for the financial services that we provide to you. We are responsible for the content and distribution of this FSG.

Who do we act for?

PetSure is a related body corporate of The Hollard Insurance Company Pty Ltd (Hollard) (ABN 78 090 584 473, AFSL 241436), and also administers pet insurance products issued by Hollard. PetSure has been given a binding authority by Hollard which authorises PetSure 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. Any financial services provided in accordance with this FSG will only relate to products administered by PetSure.

Refer to the below links for all products and brand partner information.

All products and brand partner information: Our Products & Brands

What kinds of financial services are we authorised to provide and what kind of financial products do those services relate to?

PetSure is authorised to deal in and provide general advice on general insurance products for retail and wholesale customers.

PetSure is also authorised to carry on a financial services business to provide a claims handling and settling service limited to:

  1. making a recommendation, or stating an opinion, in the following circumstances:
    1. in response to an inquiry by or on behalf of you about an existing or a potential claim under an insurance product; and
    2. could reasonably be expected to influence a decision whether to continue with the existing claim or to make the potential claim;
  2. assisting you to make a claim under an insurance product;
  3. assessing whether Hollard has a liability under an insurance product, or providing assistance in relation to such an assessment;
  4. making a decision to accept or reject all or part of a claim under an insurance product;
  5. quantifying the extent of Hollard’s liability to you under an insurance product, or providing assistance in relation to the quantification of the extent of such a liability;
  6. offering to settle all or part of a claim under an insurance product; and
  7. satisfying a liability of Hollard under an insurance product in full or partial settlement of a claim under the insurance product;
    to retail and wholesale clients.

Product Disclosure Statement

If you are issued a pet insurance policy as a result of our financial services you will be issued with a Product Disclosure Statement (PDS), which explains the relevant risks, benefits and significant features of the product. You should read and consider the PDS to decide if the insurance product meets your objectives, financial situation or needs before purchase.

Remuneration – how we are paid

When you purchase a pet insurance policy, you pay the premium to Hollard for the product based on the assessment of the risk profile you have provided. The total amount you pay is inclusive of government fees, taxes and charges (including stamp duty and GST). The total amount payable by you is provided to you before the product is purchased.

PetSure receives a portion the underwriting profit, if any, 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 us or Hollard. This fee is paid according to the agreement with them and the role they play. It may be a commission or an agreed amount.

PetSure may charge you an instalment fee of up to $2.00, inclusive of GST, for each instalment payment, if you pay by instalments. We can tell you the exact fee at the time you contact us. The instalment fee, if applicable, will be stated on your Certificate of Insurance/Tax Invoice as a ‘collection fee’ or ‘instalment fee’ or words to similar effect. The instalment fee is not refundable in the event of cancellation unless the insurance policy is cancelled either within the cooling off period or a full-term cancellation.

You can ask PetSure for further information on the particulars of our renumeration or other benefits including, to the extent relevant, a statement of the range of amounts or rates within a reasonable time following receipt of this FSG and before we provide any financial service to you.

Compensation Arrangements

The Corporations Act 2001 (Cth) requires Australian Financial Services licensees to have arrangements for compensating retail clients for losses they suffer as a result of a breach by the licensee or its representatives of Chapter 7 of that Act, unless an exemption applies.

To this end, PetSure has Professional Indemnity Insurance in place which meets the legislative requirements covering their activities and includes the conduct of any employees who are no longer employed by PetSure but were so at the time of the relevant conduct.

Conflicts of Interest

We take any potential and actual conflicts of interest seriously and have a conflict of interest policy. Conflicts of interest are circumstances where some or all of your interests are or may be inconsistent with or diverge from some or all of our interests. We manage conflicts of interest through adequate controls, disclosure, and avoidance.

How can you instruct us?

You can contact us to give instructions by post, phone or email on the contact number or details set out at the beginning of this FSG.

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
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.


Your consent to the use and disclosure of your personal information applies when 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

We will retain this FSG and any other FSG given to you as well as any PDS that we give or pass onto you for the period required by law.

More information

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

This FSG was prepared on 8 December 2021.