Pet Insurance Complaints

The satisfaction of our policy holders is extremely important to Insuranceline. 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 880 750.

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 contacting our Internal Dispute Resolution Committee, care of: 

The Complaints Officer 
Locked Bag No. 9021 Castle Hill NSW 1765 
Fax Number: 1300 367 229 
Email: insuranceline@petsure.com.au 

Alternatively you can call us on 1300 880 750. 

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 you wish to raise any concern about an issue, we will investigate and respond to your complaint within the timeframes outlined in the PDS for your policy.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA. You may wish to consult the AFCA website or contact AFCA directly to find out if there is a time limit on lodging a complaint with AFCA.