20,000 Woolworths rewards points with a pet insurance policy

[Dave G]

Appendix 1 – Complaints and Claim Review Process
The satisfaction of our policy holders is extremely important to Woolworths. If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will 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 101 234
You can also put your concerns in writing, care of:
The Complaints Officer
Resolutions
Locked Bag No. 9021
Castle Hill NSW 1765
Fax Number: 1300 738 979
Email: [email protected]
Remember to provide us with your name, policy number and full details relating to your complaint.
Your concerns will be investigated 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 you remain dissatisfied with the outcome of our review, you can then request consideration by our Internal Dispute Resolution Committee. The Internal Dispute Resolution Committee is a multi-disciplinary group composed of a number of senior personnel, including representatives from the Legal and Compliance, Product and Veterinary Consultant Teams.
If you are not satisfied with the Internal Dispute Resolution Committee’s response, you may lodge a complaint within 2 years of our final decision letter with the Australian Financial Complaints Authority;
Online: www.afca.org.au Email: [email protected] Phone: 1800 931 678 Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
The Australian Financial Complain Authority (AFCA) are independent external dispute resolution services available to our policyholders and can advise you whether your dispute is one which falls within their terms of reference.

 

[banana boy]

A couple of weeks back I got cold feet when I thought this was heading for a train wreck. So I bailed and cancelled my policy. Seeing all the ensuing nonsense it's sort of a shame as I like to send nastygrams and I'm sure I wouldn't have been hit up for a stat dec for "my" 2 year old moggie. Oh well I'm zero cents out of pocket. No harm no foul.

 

[Ben Jones]

Appendix 1 – Complaints and Claim Review Process
The satisfaction of our policy holders is extremely important to Woolworths. If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will 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 101 234
You can also put your concerns in writing, care of:
The Complaints Officer
Resolutions
Locked Bag No. 9021
Castle Hill NSW 1765
Fax Number: 1300 738 979
Email: [email protected]
Remember to provide us with your name, policy number and full details relating to your complaint.
Your concerns will be investigated 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 you remain dissatisfied with the outcome of our review, you can then request consideration by our Internal Dispute Resolution Committee. The Internal Dispute Resolution Committee is a multi-disciplinary group composed of a number of senior personnel, including representatives from the Legal and Compliance, Product and Veterinary Consultant Teams.
If you are not satisfied with the Internal Dispute Resolution Committee’s response, you may lodge a complaint within 2 years of our final decision letter with the Australian Financial Complaints Authority;
Online: www.afca.org.au Email: [email protected] Phone: 1800 931 678 Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
The Australian Financial Complain Authority (AFCA) are independent external dispute resolution services available to our policyholders and can advise you whether your dispute is one which falls within their terms of reference.

any updates - still no points?

 

[get me outta here]

My points are safely in my QF acct.

 

[risaka]

My policy started on 4th Feb and still no points. I've called twice with no luck.
I've now sent a complaint email threatening to raise this with AFCA. Let's see how they respond to this...

 

[Tiki]

For those of you who got your points, what is the last date that points were posted?

I spoke Friday to someone from Petsure who said she was "escalating" to WR for the points. Still nothing. I have paid 3 installments so far.

 

[Rusty776]

Points safely away for 1 policy only. Wrote an email right on 30 days and they posted the next day. Happy with the process.. $30 odd bucks for 20,000 points. My best hack yet. Hope the points post soon for others

 

[Tiki]

Peasipa: As I had a look into your query, I will need you to contact your insurance provider, where they will need to put you on the list where I department can then have the points added.
I did that on Friday. I spoke to Shane at the insurance company and also his supervisor. She called while I was out and didn't write her name down. She said they were \"escalating the case\"
You
I shouldn't have to be on a list. The points are overdue. Someone needs to process this immediately, manually.
You
Supervisor?
You
Peasipa: So at this moment, your case is being escalated by the Insurance department, as the delay is from their end and the reason to why we have not been provided with the information to have the points added. You will need to contact your Insurance company as we are unable to assist further as it is a Insurance Issue.
They are saying they have nothing to do with the points.
You
The connection failed.
Chat closed.

 

[Tiki]

I am dying to end this policy and they keep giving me the run-around.

 

[NoName]

Received a barrage of emails this morning confirming policy cancellations. All up 10 within the cooling off period so will receive a full refund there.

No points yet. Apparently escalated to the rewards team or something. Might be garbage to fob me off who knows. Happy to keep pestering them for a while yet though.

 

[Dr Ralph]

As others have pointed out their story keeps changing. Got the following today to a first enquiry as to where my points were:

"Dear Dr Ralph,


Thank you for your recent enquiry about the rewards points.


Normally, points will be credited 2 weeks from the 30th day (15/03/19, it starts from the first premium collection).


Please allow for the points to be allocated until 29/03/19 and let us know is same thing happens.


If we can be of any further assistance, please do not hesitate to contact our Customer Service Team on the number below or you may reply to this email.


Yours sincerely,


Jenlyn

Customer Service Officer"

 

[mrfreeze]

As others have pointed out their story keeps changing. Got the following today to a first enquiry as to where my points were:

"Dear Dr Ralph,


Thank you for your recent enquiry about the rewards points.


Normally, points will be credited 2 weeks from the 30th day (15/03/19, it starts from the first premium collection).


Please allow for the points to be allocated until 29/03/19 and let us know is same thing happens.


If we can be of any further assistance, please do not hesitate to contact our Customer Service Team on the number below or you may reply to this email.


Yours sincerely,


Jenlyn

Customer Service Officer"

Same details as I received when asking where the points were.

To really annoy me I noticed tonight I have a pending transaction for a 4th payment despite cancelling 2 weeks ago.
On the phone to them now...

Lots of excuses, premium still gets "taken" but then will be refunded and can take up to 10 days.
As for the points, IT glitch allegedly..... being escalated and will get back to me with a date to hopefully expect them.

 

[GSP]

So, I've not got Pending transactions for my 4th payment which I'm not pleased about. My first payment was 5th Feb, then 18/2, 5/3 and pending for 18/3. If 2 weeks after 30 days (i.e 44 days), that would equal the 2 days time - 21st.

Phone calls for me have not yielded anything as yet other than escalations that don't occur.

 

[GSP]

Actually to add, did anybody receive their welcome pack. On the email confirmation letter it stated:

Shortly we will be sending you a welcome pack which will include your Certificate of Insurance, as well as a copy of the Combined Product Disclosure Statement and Financial Services Guide

I have not received this (for any of the policies) and on a few of the phone calls I asked for this and they said they would send but haven't. They only detail I have to identify my policy is an Order Reference # (from same email) and of course the WW rewards #.

 

[cjd600]

Was wondering how this one would pan out....

 

[Dr Ralph]

Actually to add, did anybody receive their welcome pack. On the email confirmation letter it stated:

Didn't receive.

 

[Dr Ralph]

Looks like someone's taken to Facebook to complain about this.

May be worth others adding to this comment (or at least liking it) putting more pressure on Woolworths.

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"BE WARNED: Woolworths insurance engages in misleading and deceptive conduct! In February they ran a promotion stating that if you signed up to a pet insurance policy they would give you 20,000 rewards points within 30 days. Not only have they failed to award those points they have ignored correspondence sent to them about this issue and now claim that the points should be awarded 14 days after the 30 day period. Utterly misleading and deceptive conduct from Woolworths insurance. Shameful stuff!"

 

[Ben Jones]

Looks like someone's taken to Facebook to complain about this.

May be worth others adding to this comment (or at least liking it) putting more pressure on Woolworths.

Log In or Sign Up to View

"BE WARNED: Woolworths insurance engages in misleading and deceptive conduct! In February they ran a promotion stating that if you signed up to a pet insurance policy they would give you 20,000 rewards points within 30 days. Not only have they failed to award those points they have ignored correspondence sent to them about this issue and now claim that the points should be awarded 14 days after the 30 day period. Utterly misleading and deceptive conduct from Woolworths insurance. Shameful stuff!"

spoke with a chap from Woolworths PI - apparently there has been an "error in the data warehouse and they will get back to me" still no points.

 

[NoName]

Latest Info: Another 3 or 4 business days. Yeah right! Should I schedule another complaint phone call in my calendar for next Wednesday?

 

[SoftDraw]

Well after emailing them every day for the last week I finally got a response from them today saying - “this has been now forwarded to our Support Team and the Rewards Points will be allocated in 10-business days.”