New customers
For new pet insurance quotes, call us on 132 331.
We are open:
- Monday to Friday, between 8:00am - 8:00pm AEST (except public holidays); and
- Saturday 9:00am - 4:00pm AEST (except public holidays).
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 132 331 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)
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
If you have a complaint, we’ll take steps to resolve it as soon as possible. We’ll acknowledge your complaint within one business day of receiving it. Please contact us using one of the following means:
Phone: 132 331
Monday to Friday, between 8:00am - 8:00pm AEST (except public holidays)
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, we will escalate your complaint for review by our Internal Dispute Resolution team. Please use the same contact information in "Step 1. Immediate Response" to make this request. All escalated complaints will be acknowledged within one business day of receipt.
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 to you 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 to you within 30 days, you can refer the matter 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
Pet Insurance
Medibank Pet Insurance policies entered into for the first time prior to 30 August 2023 and subsequent renewals of those policies are issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted and distributed by PetSure’s Authorised Representative (AR) Medibank Private Limited ABN 47 080 890 259, AR 286089 (Medibank).
Medibank Pet Insurance policies entered into for the first time on or after 30 August 2023, and subsequent renewals of those policies are issued by PetSure and promoted and distributed by PetSure’s AR, Medibank.
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) ensure this product meets your needs before purchasing, or choosing to continue with the product. PDS and Target Market Determination available at medibank.com.au/pet-insurance.