How do I claim a reward?

All you need to do is purchase a health insurance policy other than Overseas Visitors Cover through comparethemarket.com.au. You're eligible for a toy with any purchase of a hospital, extras, or a combined policy, whether you purchase online or over the phone. Once you've purchased, you'll be asked whether you'd like to claim your reward. If you select yes, you can then enter shipping information to ensure your toy is sent to the right address.

Ready to compare? Compare health insurance online, or call us on 13 32 32.

How can I track my order?

Compare the Market's Toy Tracker shows you the wild journey our toys go on to reach Australian shores. However, 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 31 days following the qualifying period. The qualifying period itself totals 30 days and commences from the date you purchase your health insurance 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 applied for health 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 health insurance policy either on our website or over the phone. Once you've made your first health 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 toys@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, or perhaps you quoted and bought directly with the provider. Your purchase may also have been cancelled or your application unsuccessful.

Finally, you might have bought a different product other than health insurance, or purchased Overseas Health Cover. Contact customer services on toys@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 health insurance application, you'll be immediately asked either on the website or over the phone if you'd like to claim a Meerkat toy. If you choose not to, you will not receive a toy.

If you close the website or hang up before making a decision, you can return to your confirmation email and claim your reward, so long as it's within the Promotional Period (15 May to 30 June 2017). Please note you can only claim one toy per policy as per T&Cs.

Ready to compare? Compare health insurance online, or call us on 13 32 32.

I took out a policy at the beginning of May; can I still get a toy?

No, if you purchase health insurance outside of the offer window then you will be unable to claim a toy reward. The offer period is from 15 May to 30 June 2017.

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 health 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 health insurance (hospital, extras, or a combined policy) you purchase; any of type of policy will qualify you for a toy. The only type of health cover which will not qualify you for a reward is Overseas Health Cover, a product not designed for Australian residents.

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), Home & Contents Insurance, Income Protection, Home Loans, Energy Plans (electricity or gas), Pet Insurance, or Credit Cards.

Can I get more than one toy?

You can only claim one toy per health insurance policy purchase as per T&Cs. You'll be asked which toy you'd like upon successful application 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 promotional period. You will be shown which toys are available upon successful completion of a health insurance application. 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 health insurance. What can I do?

Unfortunately, the toys are only available to our health insurance customers who purchase during the promotional period.

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

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

Ready to compare? Compare health insurance online, or call us on 13 32 32.

What is a 'qualifying product'?

A qualifying product for a toy reward is a valid purchase of a private health insurance policy, excluding overseas cover. A hospital, extras or combined policy will suffice for your qualification for a toy.

Ready to compare? Compare health insurance online, or call us on 13 32 32.

Where have the toys gone?

Toys are only available from 15 May to 30 June 2017, 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 a confirmation email from us. Be sure to check your junk email folder just in case. 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 either an acceptance or decline email after 90 days, please get in touch with Sergei's Little Helpers who will look into this for you. They can be reached at toys@comparethemarket.com.au, or by calling 1800Meerkat (1800 633 752).

Can I choose which reward I want?

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

What if I buy multiple products through comparethemarket.com.au, can I claim more than one reward?

We know that many of you would love to collect Meerkat toys, but you can only get one toy per health 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?

No. Unfortunately, you cannot specify a date for your toy's delivery. Once we've checked your purchase with your policy provider, 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 health insurance policy purchased through comparethemarket.com.au during the promotional period.

Can I change the delivery address of my toy?

Yes, but only if your toy has yet to be sent by Australia Post. You'll need to email or phone 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 toys@comparethemarket.com.au, or call 1800Meerkat (1800 633 752).

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 health 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 Sergei's Little Helpers can help you with your query. Please contact us on toys@comparethemarket.com.au or phone 1800Meerkat (1800 663 752). Please ensure you provide the following information when you get in touch;

  • choice of reward;
  • 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 health 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 30 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 health 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 us an email, or call Sergei's Little Helpers on 1800Meerkat (1800 633 752) and we'll look into this for you.

Is it free to claim my reward?

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

I mistakenly selected 'no' to a reward when completing my health insurance application.

If you accidentally selected 'No' to receiving a toy, call 1800 Meerkat between 15 May and 30 June and we will happily amend your transaction if we can.

If I have a joint extras and hospital policy, can I claim two rewards?

If you only make one health insurance purchase (even if it's a combined health insurance policy), this qualifies you for one reward.

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-health insurance policy, can I still claim a reward?

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

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

You are only entitled to one reward per qualifying product/policy, in this case, health insurance.

My Meerkat toy is damaged, what do I do?

If your Meerkat toy has been damaged, please send us a photo of the toy still in its box to us at toys@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?

The Meerkat Toy Rewards scheme is 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 15 May to 30 June 2017. We reserve the right to remove this promotion 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 if I choose not to sign for my parcel?

There is the option to sign or not to sign for your Meerkat toy. If you chose not to sign, then we have a pop-up disclaimer in place on the redemption page to state that this is at your own risk. We do not accept responsibility for delivered post that has gone missing.

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 toys@comparethemarket.com.au, or call 1800Meerkat (1800 633 752).

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

If the above responses do not answer your query, please contact Sergei's Little Helpers:

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