Complaints handling

The first thing to do is to talk to us about your concerns.

• Phone: 1300 265 374
• Email: insurance.enquiries@coles.com.au

Our consultants will try to resolve complaints when you first contact us or soon after. If we are unable to do so, we may refer you to a manager (or you can ask to speak to a manager yourself).

The consultant or manager will attempt to respond and resolve your complaint as soon as possible. If they require more information, they will aim to respond within 15 days of receiving of your complaint.

If we can't quickly resolve your complaint, you can ask for it to be escalated to our Customer Relations team.

You can also contact the Customer Relations team directly by:

• Email: customer.relations@iag.com.au
• Phone: 1800 045 517
• Fax: 1800 649 290
• Mail – Free post (no stamp needed) at:
  Customer Relations
  Reply Paid 89824
  Sydney NSW 2001

Customer Relations will contact you if they require additional information or once they have reached a decision. Customer Relations will advise you of the progress of your complaint and the timeframe for a decision in relation to your complaint.

We expect our procedures will deal fairly and promptly with your complaint. If you are unhappy with the decision made by Customer Relations you may wish to seek an external review, such as referring the issue to the Australian Financial Complaints Authority (AFCA).  

AFCA provides fair and independent financial services complaint resolution that is free to customers. AFCA has authority to hear certain complaints. AFCA will confirm if they can assist you: 

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

Importantly, time limits may apply to AFCA complaints. Check the AFCA website to see if time limits apply to your situation.

Further information about our complaint and dispute resolution process is available by contacting us.

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.