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:
Petplan Internal Dispute Resolution (IDR)
PO Box 112250
Penrose, Auckland 1642
Phone: 0800 255 426
Email: idr@petplan.co.nz

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: IDRNewZealand@lloyds.com

OR

Allianz Australia Insurance Ltd 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:
Allianz Australia Insurance Ltd
Claims Technical Manager
GPO Box 9897
Melbourne, Victoria 3000
Fax: (03) 8615 8226
Email: claims_0386158226@allianz.com.au

Step 3:
If your dispute remains unresolved you may contact the Insurance & Financial Services Ombudsman Scheme:
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143 NZ
Phone: 0800 888 202
Email: info@ifso.nz

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