Complaint Process

If you are unhappy with our service or a decision on your claim, please don’t hesitate to get in touch. Often a chat over the phone can sort it out. Please contact us using one of the following ways:

Contact details

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

Email us:

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 that your complaint is not resolved within 2 months, you may refer your matter to the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme). You can contact them at:

Phone: 0800 888 202


Our insurance partner

AA Pet Insurance policies are brought to you by the New Zealand Automobile Association Incorporated (AA), are administered and managed by PetSure (Australia) Pty Ltd, and are underwritten by The Hollard Insurance Company Pty Ltd.

Financial Strength Rating

The Hollard Insurance Company Pty Ltd has a financial strength rating of A (Strong) issued by Standard & Poor's. For more details on the Financial Strength Rating, please click here.

Financial advice

Our website provides general information about our products and services to help you make choices when it comes to protecting the things in life that really matter. The information doesn’t take into account your specific financial situation, needs or goals and is not intended to be financial advice.

If you'd like to receive financial advice, you should get professional advice from a registered financial adviser.