Complaint Process

Call us: 0800 700 555 (Monday to Friday between 9:00am and 5:00pm)

Email us: info@aapet.co.nz

Please include your policy number so we can look into it quickly.

We are committed to treating any complaint seriously and making things right as fairly and quickly as possible, so we have a process in place to escalate your concern if we can’t resolve it immediately. All complaints under investigation will be overseen by a manager.

In the unlikely event your complaint is not resolved within 2 months (or you are unhappy with the outcome of your complaint), you may refer the matter to the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme). To do so you’ll need a deadlock letter, issued by us confirming you’re at the end of our internal complaints process. You have 3 months from the date of the deadlock letter to refer your complaint to ISFO.  

Phone: 0800 888 202

Email: info@ifso.nz

AA Pet Insurance policies are issued by The Hollard Insurance Company Pty Limited (Hollard), distributed by The New Zealand Automobile Association (Incorporated) (AA), and are administered and managed by PetSure (Australia) Pty Limited (PetSure).

Hollard has a financial strength rating of A (Strong) issued by Standard & Poor and for further details about this, please click here.

This is general information only and it is not financial advice. This information does not take into account your specific financial situation, needs, or goals. Please consider the relevant Policy Document available here to ensure these products meet your needs. Terms, conditions, limits, and exclusions apply. Waiting periods and excesses may also apply.

AA does not guarantee the obligations of, or any products issued by, Hollard. AA may receive commission payments as a result of the arrangement of AA Pet Insurance policies.