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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:
  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.
 
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. ​