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)

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 1300 980 601.  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:        1300 980 601


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.

Australian Financial Complaints Authority (AFCA)

Phone:            1800 931 678

Website:         www.afca.org.au

Email:             info@afca.org.au

Mail:               GPO Box 3, Melbourne, Victoria, 3001

AFCA is an independent complaint review service. A decision of AFCA is binding on us (up to specified limits) but not on you.  It is a service provided without cost to you.

 

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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