Enter your postcode to find your nearest store to have a face-to-face chat!
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.
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).
Write to us at:
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
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.
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