Complaints Procedure

What can you do if you are not happy with the outcome of your claim?
 
If you have any concerns about our products or services, or wish to dispute the outcome of a claim, we will do our best to work with you to resolve it.
Please contact our friendly Customer Service team on 1300 731 324.

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 731 324
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:
The Australian Financial Complaints Authority:
Australian Financial Complaints Authority
GPO Box 3
Melbourne, Victoria 3001
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au