Complaints Handling

Pet Insurance

Our commitment to you

We work hard to provide the highest quality customer service. However, we understand that occasionally issues may arise, and you may have a complaint as a result. We have developed the following Complaints and Dispute Resolution Process which seeks to resolve your complaints fairly and efficiently.

Step 1: Call Us

If you would like to make a complaint please call us on 1300 738 730, or email petinsurance.enquiries@swaggle.com.au to contact one of our team members, who will do their best to assist you. If our team member is unable to resolve your complaint, they will refer the complaint to a manager.
We will seek to resolve your complaint within 15 business days, provided we have all the information necessary to deal with your complaint. If we need further information, we will agree on an alternative timeframe with you.

Where a complaint cannot be resolved by the manager, you can request that the matter be referred to our Dispute Resolution Process.

Step 2: Contact our internal dispute and resolution team

A dispute is any ‘unresolved complaint’ you have raised with us, with a request that we remedy the situation. We will keep you fully informed throughout the process, will provide updates every 10 business days and will respond to you provided we have sufficient information to deal with the dispute, within 30 calendar days. Where we need further information, we will agree on an alternative timeframe with you.
You can contact us regarding a dispute or to get an update regarding an ongoing dispute on 1300 738 730 Monday - Friday (9 – 6pm AEDT) or email us at petinsurance.enquiries@swaggle.com.au.

Step 3: External Dispute Resolution

If we are unable to resolve your dispute to your satisfaction, we will inform you of your options for external review. There are several external dispute resolution options which may be available to you.

These include:

the Australian Financial Complaints Authority (AFCA)

• Online: www.afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678
• Mail:
  Australian Financial Complaints Authority
  GPO Box 3
  Melbourne VIC 3001

the Office of the Australian Information Commissioner (we will provide details of this service, which applies in the instance of disputes regarding the collection, use and disclosure of personal information)

the formal legal process, including:

• the courts
• mediation
• arbitration
• small claims tribunals.

If you require any additional information or support, please call us on 1300 738 730 or email us at petinsurance.enquiries@swaggle.com.au.

Hearing or communication needs

If you have special hearing or communication needs please contact us via the National Relay Service (NRS) and provide NRS with the our Pet Insurance number 1300 738 730.

For more information, visit the National Relay Service Website.

If you require further assistance, please email us petinsurance.enquiries@swaggle.com.au

Translator and Interpreter Services

When you call, let us know you’d like to use an interpreter and we’ll arrange it for you.

Call us on 1300 738 730.

Translating and Interpreting Services (TIS) are available 24/7 and their interpreters speak over 160 languages. They’re available over the phone and in person.

Book an appointment with TIS, or call them on 131 450.