Complaints handling

The satisfaction of our policy holders is extremely important to Prime Pet Insurance. If you have any concerns about our products or services, or wish to dispute the outcome of a decision, we’ll do our best to work with you to resolve it. You can get in touch with us by calling one of our trained consultants on 1300 070 753.

If, after speaking to our team, you’re still not happy with the outcome, the matter will be escalated to the manager of the relevant department who’ll call you within two business days. If, after speaking to the manager, you remain dissatisfied, you can take the matter further by contacting our Internal Dispute Resolution Committee using the details below:


The Complaints Officer
Locked Bag No. 9021
Castle Hill NSW 1765

Fax Number:

1300 367 229

Alternatively, you can call us on 1300 070 753.

Please remember to provide us with your name, policy number, and full details relating to your complaint. Your concerns will be investigated by our Internal Dispute Resolution Committee and, provided that we have all the necessary information, we’ll inform you of the outcome within 15 working days of receiving your letter, email, or phone call.

If the Internal Dispute Resolution Committee doesn’t resolve the matter to your satisfaction, you may refer the matter for review to the Australian Financial Complaints Authority (AFCA) within two years of the date of our final decision letter. AFCA is an independent external dispute resolution service available free of charge to our policy holders and AFCA can advise you whether your dispute is one which falls within their terms of reference.

You may contact AFCA at:


Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001


1800 931 678