HELPING OUR CUSTOMERS

At CoverMy Pet, we understand that every customer is unique. That’s why we are committed to treating all our customers with dignity, compassion, flexibility, and respect, especially when times are tough. We’ve put policies in place and trained our teams to recognise when a customer may be vulnerable and how to respond appropriately. If we believe additional help is needed, we may refer you to a support service or a specialist organisation. We are here to help in any way we can.

Financial hardship assistance

Financial hardship can happen to anyone. If you’re having difficulty meeting your financial commitments, we encourage you to reach out. We may be able to help with:

• Fast-tracking urgent claims
• Flexible claim excess payment options
• Pausing debt recovery action while you’re experiencing hardship

Our team is trained to listen and work with you to find a suitable solution.

Mental health and wellbeing

We are committed to treating customers living with mental health conditions with fairness, compassion, and respect. We provide ongoing training to our teams, so they understand the importance of mental health support and anti-discrimination responsibilities.

Support for customers experiencing family or domestic violence

CoverMy Pet recognises that family and domestic violence is never acceptable. We understand it can take immense strength to speak up, and we are committed to treating all disclosures with empathy and discretion.

If you let us know that you’re experiencing family violence, or if we believe it may be occurring, we will take steps to handle your information sensitively and assess how best we can support you. This may include adjusting the way we communicate with you or offering flexible support options.