Making A Complaint

We treat complaints very seriously and believe you have the right to a fair, swift and courteous service at all times. If you are dissatisfied with the service you have received and wish to make a complaint, please contact us and we will endeavour to resolve the issue as quickly as possible.
The below policy provides you with an overview of the process you can expect us to undertake in order to resolve any complaint that you may have.

Stage One – Independent review by Petplan
Any enquiry or complaint relating to this Insurance should in the first instance be referred to the Internal Dispute Resolution team:

Petplan Australasia Pty Ltd
Internal Dispute Resolution
1-3 Smolic Crt
Tullamarine, VIC 3043
Phone: 1300 738 225
Email: idr@petplan.com.au

Petplan Australasia Pty Ltd
Internal Dispute Resolution
PO Box 112250
Penrose, Auckland 1642
Phone: 0800 255 426
Email: idr@petplan.co.nz

Petplan Australasia Pty Ltd
Internal Dispute Resolution
PO Box 112250
Penrose, Auckland 1642
Phone: 0800 255 426
Email: idr@petplan.co.nz

If your complaint is not satisfactorily resolved within 10 business days, or you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by the respective underwriter of your policy. If we are unable to provide a written response setting out the final decision within 10 business days, we will keep you informed of progress at least every 10 days.

Stage Two – Review by the Underwriter
In the unlikely event your complaint remains unresolved, Your respective underwriter undertake to review your complaint within 15 working days of being notified your wish to take your complaint to Stage Two. Stage One and Stage Two will not exceed 45 calendar days in total.

HDI Global Specialty SE -Australia
Tower 1, Level 40
100 Barangaroo Avenue
Sydney, NSW 2000
Email: ComplaintsAustralianBranch@hdi-specialty.com

Lloyd’s Australia Limited
Level 9, 1 O’Connell Street
Sydney, NSW 2000
Phone: 02 8298 0783
Email: idraustralia@lloyds.com

Allianz Australia Insurance Ltd
Claims Technical Manager
GPO Box 9897
Melbourne, Victoria 3000
Email: claims_0386158226@allianz.com.au

Stage Three – Review by IFSO/AFCA
​If you are still not satisfied with the outcome of the Stage Two review or if we have been unable to resolve your complaint within 45 calendar days, you have the right to take your matter to an independent dispute resolution body, the Insurance & Financial Services Ombudsman Scheme (IFSO) or the Australian Financial Complaints Authority (AFCA). IFSO/AFCA resolves certain insurance disputes between consumers and insurers and will provide an independent review at no cost to you. We are bound by the determination of IFSO/AFCA, but the determination is not binding on you. ​

Please contact:
Australian Financial Complaints Authority
GPO Box 3
Melbourne, VIC 3000
Phone: 1800 931 678
Email: info@afca.org.au

Please contact:
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143 NZ
Phone: 0800 888 202
Email: info@ifso.nz

Please contact:
Financial Complaints LTD (FCL)
Level 4, 101 Lambton Quay
Wellington 6011 NZ
Email: complaints@fscl.org.nz

Have you got a Question?

Or would you like further information on our insurance policies?

Contact our friendly and knowledgeable team today on 0800 255 426


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