MAKE A COMPLAINT

At CoverMy Pet, we’re dedicated to providing fair, efficient, and respectful service at every step. If we’ve fallen short of your expectations, we’d like to hear from you.

We’re here to listen, and we promise to address your concern with the care, respect, and attention it deserves. Your feedback is important to us, and we’ll do everything we can to resolve the issue promptly.

Here’s what you can expect from us if you make a complaint.

How to make a complaint

We understand that making a complaint can feel daunting, but we’re here to make the process as simple and straightforward as possible.

If you’re comfortable, you can share your concerns directly with the team member who helped you. If not, you’re welcome to ask for their Team Leader, who will document your complaint and address it appropriately.

You’re also welcome to write to us via email or post, whichever feels best for you.

1300 894 464
complaints@covermy.au

Complaints
CoverMy Pet
1-3 Smolic Court
Tullamarine VIC 3043

How we manage your complaint

If we’re unable to resolve your concern within two business days, your complaint will be escalated to our Internal Dispute Resolution team (IDR).

The IDR team will work to the following timelines to resolve your complaint:

  • Resolution timeline: The team aims to resolve your complaint within 10 business days.
  • Updates: If more time is needed, you’ll receive updates every 10 business days.
  • Final decision: A final written decision will be provided within 30 calendar days.

If you’re a Sovereign Insurance Australia policyholder, timelines vary slightly:

  • We’ll acknowledge your complaint within 1 business day and assign a contact person to help you.
  • We’ll update you regularly – at least every 10 business days until the issue is resolved.
  • If more time is needed, we’ll let you know and explain your rights to escalate your complaint to the Australian Financial Complaints Authority (AFCA).

If you are unhappy with the outcome of your complaint, you can raise this with the Australian Financial Complaints Authority (AFCA) who will investigate.

Australian Financial Complaints Authority (AFCA)

AFCA provides a free and independent service to help resolve insurance disputes. Their decisions are binding on us, ensuring accountability, while you keep full control over the process.

Visit the Australian Financial Complaints Authority website for more information.