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.
 

Extra support

If you would like someone else to assist you whether that’s a lawyer, consumer advocate, interpreter, family member or friend, please let us know. We’ll do our best to meet your needs.

We also offer support for customers who are deaf, hard of hearing or have a speech impairment via the National Relay Service (NRS):

• NRS Chat Call Users – Make a call
• NRS Captions Call Users – Make a call
• Voice Relay Users – Call 1300 555 727, then ask for 1300 123 456
• TTY Users – Call 133 677, then ask for 1300 123 456
• SMS Relay Users – SMS 0423 677 767

If you need urgent help

Always call 000 if you or someone else are in immediate danger.

You can also reach out to these national services:

• 1800 RESPECT – 24/7 family violence and sexual assault support
  1800 737 732
• Lifeline – 24/7 crisis support and suicide prevention
  13 11 14
• Beyond Blue – 24/7 support for anxiety and depression
  1300 224 636
• MensLine Australia – Support for men dealing with family and relationship issues
  1300 789 978
• National Debt Helpline – Free, confidential financial counselling
  1800 007 007
• Community Legal Centres Australia – Free legal advice for people in need
  clcs.org.au
• Support from your bank or utility provider – Speak to your provider, many offer financial assistance programs