Contact us

Want to talk to someone about your pet insurance options? Give us a call or pop into one of our Medibank stores across the country.

New customers

For new pet insurance quotes, call us on 1300 980 601.

We are open:

  • Monday to Friday, between 8:00am - 8:00pm AEST; and 
  • Saturday 9:00am - 4:00pm AEST. 

Alternatively, you can visit any of our Medibank retail stores across Australia to enquire about our pet insurance products and get a quote. Find your nearest store.

Existing customers

Phone

Talk to a specialist pet insurance consultant by calling 1300 980 601 and selecting "existing pet customers".

We are open from Monday to Friday, between 8:00am and 8:00pm AEST (except public holidays).

Email            

medibank@petsure.com.au

Post

Write to us at:

Medibank Private
GPO BOX 9999
(Your Capital City)

If you have a complaint

We hope 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

Please contact us using one of the following means:

Phone:        1300 980 601

In writing:  Medibank 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 day 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 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 the Australian Financial Complaints Authority (AFCA) at: 

Mail:               GPO Box 3, Melbourne, Victoria, 3001

Phone:            1800 931 678

Website:         www.afca.org.au

Email:             info@afca.org.au

 

Things you should know

Medibank Pet Insurance is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, is arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and is promoted and distributed by PetSure’s Authorised Representative (AR) Medibank Private Limited ABN 47 080 890 259, AR 286089. Terms, conditions, waiting periods and exclusions apply. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing. PDS and Target Market Determination available at medibank.com.au/pet-insurance.

Have questions?

Our team of experts are ready to help!

Enter your postcode to find your nearest store to have a face-to-face chat!

Fill in the form below or get in touch by calling our dedicated line 1300 110 086.
We are open on Sundays.

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