About Vets Own Pet Health Insurance

Vets Own Pet Health Insurance (Vets Own) is a product underwritten by The Hollard Insurance Company Pty Ltd (Hollard) ABN 78 090 584 473, administered by PetSure (Australia) Pty Ltd (ABN 95 075 949 923, AFSL 420183) and distributed by Vet Insurance Pty Ltd (ABN 36 097 980 875, AR 270906).

About The Hollard Insurance Company Pty Ltd

Hollard issues the Vets Own product. Hollard is an Australian Financial services Licensee (No. 231436) and is authorised to deal in and provide financial product advice in general insurance products. PetSure (Australia) Pty Ltd (ABN 95 075 949 923, AFSL 420183) (PetSure) acts for Hollard under a binding authority. In this document the terms, “we”, “us” or “our” refer to Hollard in its own right or via PetSure.

Who is Vet Insurance Pty Ltd?

Vet Insurance Pty Ltd is an Authorised Representative (AR No. 270906) of Hollard and is authorised to deal in Vets Own Pet Health Insurance products. Vet Insurance Pty Ltd arranges for this product to be issued. Only Hollard or PetSure can issue, vary and cancel the product.

Vet Insurance Pty Ltd is not authorised to provide financial product advice. If you believe you may have received advice please contact PetSure’s Compliance team on 02 9842 4800.

Remuneration

Vet Insurance Pty Ltd receives a commission of up to 20% of the gross premium for distributing Vets Own.

If you have a complaint

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

Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern we will treat it as a complaint and 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: 1300 668 890 (Weekdays between 9am and 5pm AEST, except public holidays)
Writing: Vets Own Pet Insurance, 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 days 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
Website: www.afca.org.au
Email: info@afca.org.au

Privacy

We use personal information about you to administer your insurance. We are committed to protecting your personal information in accordance with the National Privacy Principles. A copy of our privacy policy is available on request or can be viewed at www.petsure.com.au.

If you have any questions in regards to this product please contact Vets Own Pet Health Insurance via any of the methods on our Contact Us page.