Complaints Policy
If something has gone wrong, we genuinely want to know. A business built on trust has to take complaints seriously, here's how we do it.
How to complain
Email vera@vera-pets.co with:
- your name and the email you used with us
- what happened, and when
- what outcome you're looking for
There's no form to fill in and no wrong way to raise an issue.
What happens next
- Acknowledgement, within 2 business days. We'll confirm we've received your complaint and tell you who is handling it.
- Investigation. We'll review your assessment, our records and anything you've sent us. If we need more information, we'll ask.
- Response, within 14 business days. You'll get a written outcome: what we found, what we'll do about it, and why. If we need longer (for example, where an insurer is involved), we'll tell you and keep you updated.
Possible outcomes
Depending on what we find, we may:
- correct or reissue your assessment
- refund your fee (see our Refund Policy)
- explain our reasoning where we believe the assessment was right
- change our process so the issue doesn't happen again
Complaints about advisory services
Complaints relating to insurance advisory services provided through Gigacover Pte. Ltd. will be handled in accordance with its applicable regulatory obligations. If you are not satisfied with our final response, we will tell you about any independent dispute resolution options available to you.
Complaints about insurers
If your complaint is about an insurer's decision, such as a declined claim or a premium increase, that complaint belongs with the insurer in the first instance. We're happy to point you to the right channel, and to explain anything in our assessment that's relevant.
Complaints about personal data
Data-related concerns go to our Data Protection Officer at vera@vera-pets.co. If you're not satisfied with our response, you may contact the Personal Data Protection Commission (pdpc.gov.sg).