Assisting Our Customers
Petplan are committed to supporting and taking extra care of our customers who experience vulnerability. There are many factors which may cause vulnerability such as:
- Family or Domestic Violence
- Mental Illness
- Culturally or Linguistically Diverse
- Financial Hardship
- Age- related
- Language Barrier
- Aboriginal or Torres Strait Islander Status
- Physical Health Conditions
- Literacy Barriers
- Remote Location
Petplan understands that every customer is different which is why we are committed to treating our customers through these tough times with dignity, care, respect, compassion and flexibility.
We have internal policies and training appropriate to our employees’ roles to help them understand if you may be vulnerable, and decide how best, and to what extent, we can support you. We may also refer you to additional support, such as people or services with specialist training and experience.
Petplan is here to assist our customers and support them especially during tough times.
Family & Domestic Violence Policy
This policy applies to all Petplan customers affected by Family and Domestic violence. Petplan recognises that family violence is not acceptable in any relationship and understand it takes courage to openly speak about your situation. Our customers who may be experiencing Family or Domestic violence will be treated with dignity, compassion and respect.
Where you may disclose family violence, or where we have reason to believe that family violence is occurring, we will handle this information with sensitivity and will consider on an individual basis the measures to support you.
The below policy provides you with an overview of the process you can expect us to undertake supporting our customers experiencing Family and Domestic violence.
Support Services
We understand if you are experiencing difficult circumstances and we are ready to provide the additional support you might need from at this time. Visit our Contact Us page.
If you need support from someone else such as a lawyer, consumer representative, interpreter, family member or friend, please let us know and we will work with you to accommodate your request.
Always call 000 if you or your family are in immediate danger.
Financial Hardship
Financial hardship means you may have difficulty in meeting your financial obligations. Petplan has policies and training for employees to help them identify if you are experiencing financial hardship and decide how we may be able to provide support to you. Support may include:
- fast-tracking of claims if you have an urgent financial need
- payment options for your claims excess
- putting action to recover an amount from you on hold if we identify you are experiencing financial hardship
