Assisting Our Customers During Difficult Times
Petcover are committed to supporting and taking extra care of our customers who experience vulnerability. There are many different factors which may cause vulnerability such as:
- Family or Domestic Violence
- Mental Illness
- Culturally or Linguistically Diverse
- Financial Hardship
- Language Barrier
- Aboriginal or Torres Strait Islander Status
- Physical Health Conditions
- Literacy Barriers
- Remote Location
Petcover understand 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 are here to assist our customers and support them especially during tough times.
Family & 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.
Always call 000 if you or your family members are in immediate danger.
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
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 are here to help
The team at Petcover understand that sometimes our customers may experience difficult circumstances during their lives. We are ready to provide any further support you may need from us during these difficult times. We are here to help in anyway we can. Contact us on 1300 731 324.