How do I make a complaint?

We hope that you never have reason to complain, but if you do, we’ll work with you to resolve it in a fair, transparent and timely manner, in accordance with our complaints process. 

Here’s how you can reach out to us and our process for handling complaints: 

Our Complaints Resolution Process:

1. Contact Petsy First 

Email: hello@petsy.com.au 

Phone: 1300 952 790 

When you contact us, please have your policy number ready to help us address your concern promptly. Most issues can be resolved right away over the phone by our team, who are ready to assist you. 

2. Internal Dispute Resolution 

If you're not satisfied after our initial response, please let our Internal Dispute Resolution team know. We acknowledge all escalated complaints within one business day and provide updates at least every 10 business days. We aim to resolve complaints within 30 days, provided we have all the necessary information. 

3. External Dispute Resolution 

If your complaint isn’t resolved to your satisfaction within 30 days, or if you’re unhappy with the outcome, you can contact the Australian Financial Complaints Authority (AFCA) for an independent review: 

Website: www.afca.org.au 

Phone: 1800 931 678 

Email: info@afca.org.au 

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001 

We follow the General Insurance Code of Practice and adhere to guidelines set by the Australian Securities and Investments Commission (ASIC) to ensure fairness and transparency in handling your complaints.