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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.

Medibank Pet Insurance

New customers

For new pet insurance quotes, call us on 134 190.

We are open from Monday to Friday, between 8:00am and 8:00pm and Saturday 9:00am until 4:00pm AEST.

Alternatively, you can visit any of our Mediank 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 134 190 and selecting "existing pet customers".

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

Post

Write to us at:

Medibank Private
GPO BOX 9999
(Your Capital City)

 

Make a complaint

We are committed to seeking out, listening to and acting on your feedback, to ensure we continuously improve your customer experience.

If you have a complaint about your insurance or the service we've provided, please follow the steps below. We take your feedback seriously and will do all we can to resolve any issues as quickly as possible.

How do I make a complaint?

If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will do our best to work with you to resolve it.

You should first contact one of our Customer Service consultants on 134 190.  If, after speaking to our team, you are still not happy with the outcome, you can take your matter further by contacting our Internal Dispute Resolution Committee.

The Internal Dispute Resolution Committee’s contact details are:

Mail:

The Complaints Officer
Locked Bag No. 9021
Castle Hill NSW 1765

Phone:  134 190


Your concerns will be investigated by the Committee and, provided that we have all the necessary information, we will inform you of the outcome within 15 working days of receiving your letter, email or phone call.

If we are unable to resolve this matter in 15 working days, we will let you know and will provide a final response no later than 45 days from the date we received your complaint.

If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction or does not provide you with an outcome within 45 days of receipt of your complaint, you may refer the matter to an external dispute resolution scheme.

This is a free service to consumers to assist in resolving complaints.

If you are lodging your complaint before 1 November 2018 you should contact:

The Financial Ombudsman Service

Online: www.fos.org.au

Email: info@fos.org.au

Phone: 1800 367 287

Mail: Financial Ombudsman Service Limited, GPO Box 3, Melbourne, VICTORIA 3001.

If you are lodging your complaint after 1 November 2018 you should contact:

The Australian Financial Complaints Authority

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VICTORIA 3001.

 

Things you should know

The information provided is general information only and is not a substitute for professional veterinary medical advice. Medibank Private does not guarantee the accuracy of any of the information, representations or advice contained. To the extent permitted by law, Medibank Private accepts no responsibility for any loss, injury or inconvenience sustained by readers of this website as a result of or in connection with the information contained on this website (whether by way of negligence or otherwise).

Terms, conditions and waiting periods apply.

* - Medibank Pet Insurance is general insurance issued by the insurer The Hollard Insurance Company Pty Ltd (ACN 090 584 473; AFSL 241436) (Hollard), is promoted by Medibank Private Limited (ACN 080 890 259; AR 286089) (Medibank) and administered by PetSure (Australia) Pty Ltd (ACN 075 949 923; AFSL 420183) (PetSure). Medibank acts as an authorised representative of PetSure. Medibank will receive a commission which is a percentage of the premium paid to Hollard and PetSure may receive a portion of the underwriting profit, if any - ask PetSure for more details.

Any advice provided is general only, has been prepared without taking into account your objectives, financial situation or needs and may not be right for you. Consequently, before acting on this information, you should consider the appropriateness of this information having regard to your objectives, financial situation and needs. You should obtain and consider the Product Disclosure Statement (PDS) in deciding whether to acquire, or continue to hold, Medibank Pet Insurance. PetSure can be contacted by telephone: 132 331 or by mail: Locked Bag 9021, Castle Hill, NSW 1765.