Where have the toys gone?

Our promotion ended 31 March 2017, which means our customers can no longer redeem Meerkat toys when they purchase through our service.

Between 8 February and 31 March, we rewarded our health insurance customers with toy versions of Aleksandr or Sergei. Our Meerkat toys were very well received by our customers, but unfortunately, they are not available as a reward for using our service at present.

I’m still waiting for my toy. How long will it take to arrive?

The qualifying period 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. You will have your toy mailed to you within 31 days following the qualifying period.

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.

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.

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

Unfortunately, no. You would have been asked to choose between an Aleksandr and Sergei toy after you applied for health insurance. Now that you’ve made that decision, you will be unable to change your order. Also, you may not have been able to choose between the two characters if we ran out of stock.

Why has my reward claim been declined?

Several reasons could explain why your rewards claim was declined.

  • Your product provider may have told us you did not purchase your product via comparethemarket.com.au.
  • You quoted and bought directly with the provider.
  • Your purchase may have been cancelled, or your application unsuccessful.
  • You cancelled your policy within 31 days of purchase, or didn’t make the first policy payment.
  • 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 would have been immediately asked either on the website or over the phone if you wanted to claim a Meerkat toy. If you choose not to, you would not have received a toy.

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

The offer period to claim a Meerkat toy was from 8 February to 31 March 2017. Unfortunately, if you purchased health insurance outside of the offer window then you will be unable to claim a toy reward.

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

Our exclusive meerkat toys were available when you purchased any health insurance policy through comparethemarket.com.au between 8 February and 31 March 2017. Unfortunately, this offer is no longer available.

I didn’t receive a confirmation of my reward claim

When you submitted an application, you would have received 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 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 a few weeks but you can check the progress of your order through Australia Post, just as soon as we send you the tracking number and website link.

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 still get a reward if I cancel my insurance?

Unfortunately not. If you cancel your health insurance policy obtained via comparethemarket.com.au, 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.

My meerkat toy is damaged, what do I do?

If your meerkat toy has been damaged in transit, 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, provided we have it in stock.

Unfortunately, we are unable to repair or replace toys after they’ve been delivered to customers.

Why don't you deliver toys outside of Australia?

The Meerkat Toy Rewards scheme was only available to customers residing 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.

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 chose not to sign for my parcel?

There was the option to sign or not to sign for your meerkat toy. If you chose not to sign, then we had 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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