How We Handle Complaints
PetsOnMe Insurance welcomes every opportunity to improve Customer experiences. We encourage you to contact us if you are dissatisfied with any part of our service or products. You can raise your Complaint by contacting our Customer Service team. If they are not able to immediately resolve your Complaint, they will help you with our Internal Dispute Resolution (IDR) process. Information about our IDR Process can be found below.
At PetsOnMe Insurance, we strive to support our vulnerable customers and understand that not everyone is comfortable or able to lodge a complaint. To ensure that your complaint is heard, you may elect an authorised representative to lodge a complaint on your behalf- just let our Team know.
Internal Dispute Resolution (IDR) Process
External Dispute Resolution
If you remain dissatisfied, you can contact the Australian Financial Complaints Authority (AFCA).
AFCA is free to consumers and provides fair and independent financial services complaint resolution.
Phone: 1800 931 678 (free call)
Email: [email protected]
Website: www.afca.org.au In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001