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Our complaints process

At PetSure we’re always working to be better, and we care about providing the best possible experience for our customers. If you have a concern about one of our products, services, pet insurance partners or would like to dispute the outcome of one of our decisions, we’re here to help.

Our complaints process has three steps:

Step 1

Contact our Customer Service Team via:

Email

Send an email to [email protected]

Mail

Post your complaint to PetSure Customer Relations, Locked Bag 9021, Castle Hill NSW 1765

Phone

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

Step 2

If you have spoken with our Customer Service Team and we haven’t resolved your complaint to your satisfaction, you can take your matter further by contacting our Internal Dispute Resolution Committee via email at [email protected] or via phone and mail using the contact details in Step 1.

Once all available information relating to your complaint has been received, our team will provide an outcome within 15 business days. If we are unable to resolve this matter in 15 business days, we will let you know and will provide a final response no later than 45 calendar days from the date we received your complaint. 

To help our team process your complaint as quickly as possible, remember to provide your name, policy number and full details relating to the complaint.

If we have decided not to accept your claim, you also have the right to ask for:

  • The information about you that we relied on in assessing your claim
  • Copies of any ‘Service Supplier’ or ‘External Expert’ reports that we relied on in assessing your claim

If we have agreed to provide you with the information and/or copies of reports, we will supply them to you within 10 business days of your request.

Step 3

If you’re not satisfied with the outcome of your complaint, or it hasn’t been resolved within 45 days (provided we’ve received all necessary information) you have the option to lodge your complaint with the Australian Financial Complaints Authority (AFCA).

AFCA is an independent, free external dispute resolution service and AFCA can advise you whether your dispute is one which falls within the scope of AFCA Rules. Here’s how you can get in contact or find out more information:

Website: afca.org.au
Email: [email protected]
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001