Vets Own Pet Health Insurance

Caring for pets like family

Financial Services Guide (FSG)

Vet Insurance Pty Ltd ABN 46 076 468 481, is responsible for this Financial Services Guide (FSG). It provides you with information about Vet Insurance Pty Ltd to help you decide whether or not to use the financial services that we provide. This FSG explains how we can assist you, who we represent, how we are remunerated, and provides details of how any complaints will be dealt with as well as how we can be contacted. You should to consider the Vets Own Product Disclosure Statement (PDS) to decide whether to purchase the product. A copy of the PDS is available online or from Vets Own on 1300 668 890.

About Vets Own Pet Health Insurance

Vets Own Pet Health Insurance (Vets Own) is a product underwritten by The Hollard Insurance Company Pty Ltd (Hollard) ABN 78 090 584 473, administered by PetSure (Australia) Pty Ltd (ABN 95 075 949 923, AFSL 420183) and distributed by Vet Insurance Pty Ltd (ABN 36 097 980 875, AR 270906).

About The Hollard Insurance Company Pty Ltd

Hollard issues the Vets Own product. Hollard is an Australian Financial services Licensee (No. 231436) and is authorised to deal in and provide financial product advice in general insurance products. PetSure (Australia) Pty Ltd (ABN 95 075 949 923, AFSL 420183) (PetSure) acts for Hollard under a binding authority. In this document the terms, “we”, “us” or “our” refer to Hollard in its own right or via PetSure.

Who is Vet Insurance Pty Ltd?

Vet Insurance Pty Ltd is an Authorised Representative (AR No. 270906) of Hollard and is authorised to deal in Vets Own Pet Health Insurance products. Vet Insurance Pty Ltd arranges for this product to be issued. Only Hollard or PetSure can issue, vary and cancel the product.

Vet Insurance Pty Ltd is not authorised to provide financial product advice. If you believe you may have received advice please contact PetSure’s Compliance team on 02 9842 4800.

Remuneration

Vet Insurance Pty Ltd receives a commission of up to 20% of the gross premium for distributing Vets Own.

How do we resolve complaints?

In the unlikely event that you have a complaint about the service provided, you should first contact one of our Customer Service consultants on 1300 668 890. If, after speaking to our team, you are still not happy with the outcome, you can take your matter further by contacting our Internal Dispute Resolution Committee. Your concerns will be investigated by the Committee and, provided that we have all the necessary information, we will inform you of the outcome within 15 working days of receiving your letter, email or phone call.

The Internal Dispute Resolution Committee’s contact details are:

Phone: 1800 668 890
Email: vetsown@petsure.com.au
Mail: The Complaints Officer, Locked Bag No. 9021, Castle Hill NSW 1765

Your concerns will be investigated by the Committee and, provided that we have all the necessary information, we will inform you of the outcome within 15 working days of receiving your letter, email or phone call.

If we are unable to resolve this matter in 15 working days, we will let you know and will provide a final response no later than 45 days from the date we received your complaint.

If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction or does not provide you with an outcome within 45 days of receipt of your complaint, you may refer the matter to an external dispute resolution scheme.

This is a free service to consumers to assist in resolving complaints.

To lodge your complaint please contact The Australian Financial Complaints Authority:

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

Privacy

We use personal information about you to administer your insurance. We are committed to protecting your personal information in accordance with the National Privacy Principles. A copy of our privacy policy is available on request or can be viewed at www.petsure.com.au.

If you have any questions in regards to this product please contact Vets Own Pet Health Insurance via any of the methods on our Contact Us page.

Vets Own Pet Health Insurance is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, is arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and is distributed by PetSure’s Authorised Representative (AR) Vet Insurance Pty Ltd ABN 36 097 980 875, AR 270906. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing. PDS and Target Market Determination available at www.vetsown.com.au.