Complaints.

Complaints Process

The satisfaction of our policy owners is extremely important to us. If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will do our best to work with you to resolve it.

You can get in touch with us by calling one of our trained consultants on 1300 613 450. If, after speaking to our team, you are still not happy with the outcome, the matter will be escalated to the Manager of the relevant department who will call you within 2 business days.

If, after speaking to the Manager, you remain dissatisfied you can take the matter further by writing to our Internal Dispute Resolution Committee, care of:

Internal Dispute Resolution Committee Mail:

The Complaints Officer
Locked Bag No. 9021
Castle Hill NSW 1765

Phone: 1300 613 450
Fax: 1300 367 229

Email: guidedogsinsurance@petsure.com.au

Remember to provide us with your name, policy number and full details relating to your complaint. Your concerns will be investigated by our Internal Dispute Resolution Committee and, provided that we have all the necessary information, we will inform you of the outcome within 15 working days of receiving your letter, email or phone call.

If we are unable to resolve this matter in 15 working days, we will let you know and will provide a final response no greater than 45 days from the date we received your complaint. If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction, you may refer the matter for review to the Australian Financial Complaints Authority (AFCA) within 2 years of the date of our final decision letter.

AFCA is an independent external dispute resolution service available free of charge to our policyholders and AFCA can advise you whether your dispute is one which falls within their terms of reference. For further details on AFCA you can visit their website on afca.org.au or they can be contacted via one of the following methods:

Mail:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Phone: 1800 931 678
Website: afca.org.au
Email: info@afca.org.au