COMPLAINTS PROCEDURE

The satisfaction of our policy holders is extremely important to MiPet Insurance. We always ensure that all your complaints are solved in a professional matter.

HOW CAN YOU MAKE A COMPLAINT?

Follow these 4 easy steps to raise a complaint.

If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will work with you to resolve it. You can get in touch with us by calling one of our trained consultants.
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 still remain dissatisfied you can take the matter further by contacting our Internal Dispute Resolution Committee.

Provide your details

Remember to provide us with your name, policy number and full details relating to your complaint.

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

Email a letter
mipetinsurance@petsure.com.au

Call us
1800 568 469

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 the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction, you may refer the matter for review to the Financial Ombudsman Service (FOS) within 2 years of the date of our final decision letter. FOS is an independent external dispute resolution service available to our policy holders and FOS can advise you whether your dispute is one which falls within their terms of reference.

Mail a letter
GPO Box 3
Melbourne VIC
3001

Email a letter
info@fos.org.au

Call us
1300 780 808

For further details on FOS you can visit their website at www.fos.org.au.

If you are lodging your complaint after 1 November 2018 you should contact: The Australian Financial Complaints Authority

Mail a letter
GPO Box 3
Melbourne VIC
3001

Email a letter
info@afca.org.au

Call us
1800 931 678

For further details on AFCA you can visit their website at www.afca.org.au.