Pet Insurance Complaints Process

The satisfaction of our customers is extremely important to Insuranceline. We hope that you never have reason to complain, but if you do, we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.

1 – Immediate Response

If you have a complaint, we will take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.

Please contact us using one of the following means:
Phone 13 88 68
Monday to Friday (except public holidays)
8am to 8pm (AEST)
Writing Customer Service Complaints
Locked Bag 9021
Castle Hill NSW 1765

Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority. 

2 – Internal Dispute Resolution 

If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1 – Immediate Response’), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business day of being escalated. The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision. 

3 – External Dispute Resolution 

In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules. 

AFCA is an independent dispute resolution service provided free of charge. 

You may contact AFCA at: 

Australian Financial Complaints Authority (AFCA) 

Mail GPO Box 3, Melbourne VIC 3001 
Phone 1800 931 678

Time limits may apply to complain to AFCA, so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances may expire.