Existing Customers

If you would like to make a complaint please call us on 1300 333 738, Monday - Friday (9am - 5pm AEST) or email petinsurance.enquiries@coles.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 escalated to the Dispute Resolution Panel. 

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 02 8284 1839  Monday - Friday (9am - 5pm AEST) or email us at petinsurance.enquiries@coles.com.au.

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 333 738 or email us at petinsurance.enquiries@coles.com.au.