How do I claim a toy?

All you need to do is purchase a home and/or contents insurance policy through comparethemarket.com.au. You’re eligible for a toy with any of the following purchases:

  • home and contents insurance;
  • home only insurance;
  • contents only insurance;
  • landlord building and contents insurance;
  • landlord building only insurance; or
  • landlord contents only insurance.

Once you’ve purchased, you'll be sent an email to claim your reward. If you choose to redeem a toy, you can then enter shipping information to ensure your toy is sent to the right address.

How can I track my order?

You won’t be able to track your order’s journey within Australia until it is dispatched by Australia Post. Once this happens, we’ll send you an email with a tracking number and link from the Australia Post website that will let you track your order.

How long will it take for my toy to arrive?

You will have your toy mailed to you within 21 days following the qualifying period. The qualifying period itself totals 28 days and commences from the date you purchase your home and/or contents policy. If you cancel your policy during the qualifying period, you won’t be eligible for a toy.

It will typically take 30-45 days from the date we receive notification from your insurer that the first payment has been made. Once your toy is dispatched by Australia Post, it should only be a matter of days before it arrives. See their website for standard delivery times for parcels.

I don't like the toy that I selected. Can I exchange it?

Unfortunately, no. You'll be asked to choose between an Aleksandr and Sergei toy after you've purchased your home and/or contents insurance. Once you make that decision, you will be unable to change your order. Also, you might not be able to choose between the two characters if we run out of stock.

I have not received my toy.

To receive your Meerkat toy, you must first take out a home and/or contents insurance policy via our website, during the offer period.  Once you’ve made your first home and/or contents insurance payment, your toy will be on its way to you.

Delivery of your toy can sometimes take a few weeks, but you can check the progress of your order through Australia Post once we email you the tracking number and website link. If you have waited more than 90 days from your policy/product start date and not received your toy, Sergei’s Little Helpers will be happy to investigate this for you.  You can contact them at meerkattoys@comparethemarket.com.au.

Why has my reward claim been declined?

Your product provider may have told us that you did not purchase your product via comparethemarket.com.au. Your purchase may also have been cancelled or your application unsuccessful, in which case you will not be eligible for a toy.

Finally, you might have bought a different product other than a home and/or contents insurance policy. Contact customer services at meerkattoys@comparethemarket.com.au if you are still unsure why your claim was declined.

Is there a time limit to claim a reward?

After your successful home and/or contents insurance purchase, you will receive an email from comparethemarket.com.au with a link to claim your toy. This email will typically be received within 72 hours.

You can claim your toy via a link in this email, so long as it’s within 28 days from the date you purchase your policy. Please note you can only claim one toy per policy, as per our T&Cs.

I took out a policy in December; can I still get a toy?

No, if you purchase home and/or contents insurance outside of the offer period then you will be unable to claim a toy. The offer period is from 1 January – 31 January 2018.

I've purchased a product through comparethemarket.com.au. Why can't I have a toy?

Our exclusive Meerkat toys are available when you purchase any home and/or contents insurance policy through comparethemarket.com.au. Unfortunately, this offer is not available when you purchase any other product through our service.

It doesn't matter what kind of eligible insurance policy you purchase; any type of home and/or contents or landlord insurance policy will qualify you for a toy.

Toys aren't available with the purchase of any other product on our website, including (but not limited to): travel insurance, car insurance (including third party cover), life insurance (including trauma and TPD Insurance), health insurance, income protection, home loans, energy plans (electricity or gas), pet insurance, business insurance or credit cards.

Can I get more than one toy?

You can only claim one toy per home and/or contents or landlord insurance policy purchase as per T&Cs. You'll be asked which toy you'd like upon successful purchase of your policy (subject to availability).

Please refer to the toy terms and conditions for more information.

I don't like Aleksandr/Sergei. Can I have a different toy instead?

Aleksandr and Sergei are the only toys available during this offer period. You will be shown which toys are available upon successful purchase of an eligible insurance policy. If we run out of stock of a particular toy, you might not be able to choose.

I want a toy but I don’t want/can’t afford home and/or contents insurance. What can I do?

Unfortunately, the toys are only available to our home and/or contents insurance, or landlord insurance customers who purchase during the offer period (1 January – 31 January 2018).

Is there any other way I can get a Meerkat Toy?

Our Meerkat toys are a reward for comparethemarket.com.au home/contents insurance customers only. Perhaps now is the perfect time to review your situation to see if a new policy is the right choice?

What is a 'qualifying product'?

A qualifying product for a toy reward is a valid purchase of a home and contents, home only, contents only, landlord building and contents, landlord contents only or landlord building only insurance policy.

Where have the toys gone?

Toys are only available from 1 – 31 January 2018, which means you have to get them while you can! We only have a certain amount of stock for each character too, so you may find that we run out of Aleksandr or Sergei toys if demand is high.

Will I receive confirmation of my reward claim?

When you submit an application, you will receive an email from us. Be sure to check your junk email folder just in case. Once you have clicked on the link and successfully redeemed your toy, you will receive a confirmation email from us. You can check the progress of your order through Australia Post, just as soon as we email you the tracking number and URL.

If you have not had an acceptance email after 7 days, please get in touch with Sergei’s Little Helpers who will look into this for you. They can be reached at meerkattoys@comparethemarket.com.au.

Can I choose which toy I want?

Providing you have purchased home and/or contents insurance through comparethemarket.com.au, you will have a choice between an Aleksandr or Sergei toy (while stocks last). You can also choose to not receive a toy.

If I buy multiple products through comparethemarket.com.au, can I claim more than one toy?

We know that many of you would love to collect Meerkat toys, but you can only get one toy per home and/or contents insurance policy and toys are not available with our other products. Why not convince a friend or family member to claim their own toy by comparing and buying with us?

Can I specify a delivery date for my toy?

Unfortunately, you cannot specify a date for your toy’s delivery. Once we’ve checked your purchase with your policy provider, and you’ve submitted the details for the toy delivery, your toy will be on its way to you.  Delivery of your toy can sometimes take several weeks because of Australia Post’s delivery timeframes, and is also dependent on your location. For example, if you live in a rural area, delivery may be slower.

You can check the progress of your order through Australia Post as soon as we send you the tracking number and website link.

How many times can I claim a reward?

You can claim one toy per home and/or contents insurance policy purchased through comparethemarket.com.au during the offer period.

Can I change the delivery address of my toy?

Yes, but only if your toy is yet to be sent by Australia Post. You'll need to email Sergei’s Little Helpers to amend the delivery address. Please provide both the existing address on your claim including postcode and the full address you wish to have the toy delivered to. A change in address may result in a delay in its delivery.

To reach Sergei’s Little Helpers, send an email to meerkattoys@comparethemarket.com.au.

Can I buy directly from an insurer and still claim a reward?

No. If you obtain a product directly with the provider, you will not be eligible for a toy. To claim a reward, you need to successfully apply for a home and/or contents insurance policy through comparethemarket.com.au.

Please refer to the toy terms and conditions for more information.

I'm having difficulty claiming my reward online.

If you're unable to submit your claim, one of our Meerkat toy assistants can help you with your query. Please contact us on meerkattoys@comparethemarket.com.au. Please ensure you provide the following information when you get in touch;

  • choice of toy;
  • product purchased;
  • who you bought your product with;
  • policy / product start date;
  • your full name;
  • date of birth;
  • full address; and
  • transaction reference (if available).

In addition, you will need to confirm you have read the relevant toy terms and conditions.

Can I claim Baby Oleg as a toy?

Baby Oleg is not one of the toys available for selection during the promotion.

Can I still get a reward if I cancel my insurance?

Unfortunately, no. If you cancel your home and/or contents insurance policy that you’ve purchased through comparethemarket.com.au, you will not be eligible and your reward claim will be declined.  You must hold your policy continuously for 28 days from the date of purchase without cancelling, as well as make your first policy payment. Please refer to the toy terms and conditions for more information.

I purchased home and/or contents insurance through comparethemarket.com.au during the recent promotion but didn’t get a toy.

If you haven’t received your toy, please feel free to send email us at meerkattoys@comparethemarket.com.au , and we’ll look into this for you.

Is it free to claim my toy?

Yes, it is. There are no additional fees or charges for claiming and receiving your toy. The only requirement is that you have made a qualifying purchase (home and/or contents insurance) via comparethemarket.com.au.

I mistakenly selected 'no' to a reward when completing my home and/or contents insurance application.

If you accidentally selected 'No' to receiving a toy, please email us at meerkattoys@comparethemarket.com.au with 28 days of your purchase and we will amend your transaction if we can.

If I have a home and contents policy, can I claim two toys?

If you only make one home insurance purchase (even if it's a combined home and contents policy), this qualifies you for one toy.

Can my toy go to someone else as a gift?

We do not offer a specific gifting service, but you can have your toy sent to an alternate address. The policy must be purchased by the policy holder. Once you redeem, you can choose where you would like to send the toy.

If I buy a non-home insurance policy, can I still claim a reward?

No. You can only claim a reward for qualifying products (home and/or contents insurance). Please refer to the toy terms and conditions for more information.

If I buy multiple policies, can I have two toys?

You are only entitled to one toy per qualifying home and/or contents insurance purchase. If you purchase multiple home and/or contents or landlord insurance policies (e.g. for more than one property), you will be eligible for more than one toy reward.

My Meerkat toy is damaged. What do I do?

If your Meerkat toy has been damaged, please send a photo of the toy still in its box to us at meerkattoys@comparethemarket.com.au so that we can investigate the matter and assist you. If your toy is defective when you receive it, we will provide the same character that you were originally sent, providing we have it in stock.

Why don't you deliver toys outside of Australia?

Meerkat toy rewards are only available to customers who reside in Australia; we are unable to deliver to Non-Australian addresses.

Do the toys meet Australian regulations?

The toys are manufactured to meet all Australian regulations for material and production quality and safety. Our factories are specially chosen and follow ethical production practices. Please remember the recommended age for our Meerkat toys is 10+ months.

How long will the Toy Reward scheme continue?

The Meerkat Toy Rewards scheme will run from 1 January – 31 January 2018. We reserve the right to remove this offer at any time (the main reason we’d need to do that is if we run out of stock). In that case, we’ll provide as much notice as we can via our website and social media channels.

Please refer to the toy terms and conditions for more information.

Can I change the delivery service that is used to send my toy?

The toys are sent using Australia Post standard delivery. We do not provide alternative delivery options.

What happens if my toy has been returned to sender?

If your toy has been returned to sender, contact Sergei’s Little Helpers to request the order be re-sent. Please direct those enquiries to meerkattoys@comparethemarket.com.au.

Can’t find the answer you’re looking for?

If the above responses do not answer your query, please contact Sergei’s Little Helpers at meerkattoys@comparethemarket.com.au.

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