Complaints Procedure

What can you do if you are not happy with the outcome of your claim?
 
Step 1:
If you are not satisfied, you can request the complaint be referred to The Internal Dispute Resolution (IDR) team for review:
Petcover Internal Dispute Resolution (IDR)
1-3 Smolic Court
Tullamarine, Victoria 3043
Phone: 1300 738 225
Email: idr@petcover.com.au

Step 2:
Lloyd's Australia Limited Policy Holder
If this does not resolve the matter or you are not satisfied with the way a complaint has been dealt with, you should contact:
Lloyd’s Australia Limited
Level 9, 1 O’Connell Street
Sydney, NSW 2000
Phone: (02) 8298 0783
Fax: (02) 8298 0788
Email: idraustralia@lloyds.com

Step 3:
If your dispute remains unresolved you may contact The Financial Ombudsman Service Australia (FOS) (if lodged before 1 November 2018):
Financial Ombudsman Service Limited
GPO Box 3
Melbourne, Victoria 3001
Phone: 1300 780 808
Fax: (03) 9613 6399
Email: info@fos.org.au
Online: www.fos.org.au

OR

The Australian Financial Complaints Authority (if lodged on or after 1 November 2018):
Australian Financial Complaints Authority
GPO Box 3
Melbourne, Victoria 3001
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au