Question 1

What is pet insurance?

Accepted Answer

Pet insurance helps you manage the cost of unexpected vet bills if your pet gets sick or injured. Depending on the level of cover you choose, it can cover up to 90% of eligible costs for treating illnesses or accidental injuries, helping to give you less worries when you need it most⁺.

Question 2

How can I benefit from pet insurance?

Accepted Answer

Pet insurance can help give you a little less to worry about if something unexpected happens to your pet, like an illness or accident. While regular pet care costs can often be planned for, a sudden injury or sickness can lead to high vet bills. That’s where pet insurance can help, depending on your policy, you could claim back up to 90% of eligible vet costs each year⁺.

Question 3

How does pet insurance work in Australia?

Accepted Answer

Pet insurance helps cover a portion of your eligible vet bills, up to the limit set by your policy. After your pet receives treatment, you’ll usually pay the vet directly, then submit a claim to your insurance provider. If the treatment is covered, you’ll be reimbursed for a portion of the eligible costs.

Question 4

How much does pet insurance cost?

Accepted Answer

The cost of pet insurance can vary based on a few factors, including the level of cover you choose, the type of plan and excess, the age and type of breed of your pet. This means you can select a policy that best suits your needs and budget.

Question 5

Does pet insurance cover vaccinations in Australia?

Accepted Answer

While pet insurance is designed to protect from the unexpected, any preventative treatment like vaccinations is normally not included, however you can upgrade your policy to help with Routine Care. Routine Care is an optional, non-insurance add-on that you can include in your policy at an added cost. It helps partially cover some of the preventative healthcare costs for your pet, like vaccinations and deworming. If you’ve added Routine Care to your policy, it will be listed on your Certificate of Insurance, along with details about what’s included such as:
the Routine Care items you are eligible to receive benefits for; and
your overall annual Routine Care benefit limit

Question 6

Does Petinsurance.com.au insure pets other than cats and dogs?

Accepted Answer

You can currently get pet insurance for dogs and cats only.

Question 7

Does Petinsurance.com.au cover hereditary and congenital defects?

Accepted Answer

Yes - as long as your pet hasn’t shown any signs, symptoms, or abnormalities related to the condition before your policy started or during any applicable waiting periods.

Question 8

What is a Pre-existing Condition?

Accepted Answer

A pre-existing condition is:
A condition that existed or occurred prior to the commencement date of the first policy period or within any applicable waiting period.
A condition that you were aware of, or a reasonable person in your circumstances would have been aware of. This is irrespective of whether the underlying or causative condition was diagnosed at the time.
Whether something is considered a pre-existing condition depends on the type of condition and your pet’s health history. If your pet had a temporary condition that hasn’t shown any signs, symptoms, or abnormalities for at least 18 months before the date of treatment you’re claiming for, it may no longer be excluded. However, chronic conditions and some specific conditions don’t fall into this category and will remain excluded. See your Product Disclosure Statement for more information and examples of pre-existing conditions.
You can apply to have Pre-existing Conditions reviewed. See the Pre-existing Conditions page for more information.

Question 9

How do I make a complaint?

Accepted Answer

Hopefully there’s never a need to make a complaint - but if something isn’t quite right, the team is here to help and will do their best to resolve it with you. The complaints process has three steps. If you need a hand with lodging a complaint, please get in touch.

1 – Quick Response
Most concerns can be resolved straight away over the phone. If that’s not possible, it will be treated as a formal complaint and looked into as soon as possible. Complaints are acknowledged within one business day of being received.
Please contact us using one of the following means:
Phone: 1300 855 663
Writing: Petinsurance.com.au, Customer Service Complaints, Locked Bag 9021 Castle Hill NSW 1765
If you have a policy number, including it can help make sure your complaint or enquiry is handled quickly. It will be looked after by someone with the right experience and authority to assist.

2 – Internal Review 
If the issue hasn’t been resolved to your satisfaction, you can ask to have it reviewed by the Internal Dispute Resolution team (just refer to the contact details in Step 1). Once a complaint is escalated, it will be acknowledged within one business day.
The team will take a fresh look at the situation, including any information or evidence provided. After a thorough review, a written response will be shared, outlining the outcome and the reasons behind the decision.

3 – External Dispute Resolution                                          
In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.
AFCA is an independent dispute resolution service provided free of charge. You may contact AFCA at:
Australian Financial Complaints Authority (AFCA)
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Website: www.afca.org.au
Email: info@afca.org.au

Question 10

Can I cancel my pet’s policy?

Accepted Answer

Policies can be cancelled at any time - just get in touch. If things have changed, there may be ways to adjust your cover to better suit your needs. Feel free to call the customer service team on 1300 855 663 or email petinsurance@petsure.com.au to chat through your options.

Question 11

What exclusions apply?

Accepted Answer

As with most insurance products, there are certain situations where you will not be covered. There are some general exclusions such as:
Conditions which occurred prior to commencement of your policy or during any applicable waiting period ('pre-existing conditions')
Routine or preventative Treatments
some Elective Treatments and procedures and breeding or obstetrics.
There may also be specific exclusions which may apply to specific levels of Cover.
It is important that you read all of your policy documentation for full details.

Question 12

How do I make a claim?

Accepted Answer

There are many quick and easy ways to make a claim.
Option 1: Your Vet submits claim on your behalf
You can have your petinurance.com.au claim processed on the spot if your Vet clinic is a GapOnly® partner. GapOnly® reviews and calculates your claims while you’re still in-clinic, so you only have to pay the gap between your pet insurance benefit and your vet invoice for eligible claims. Ask your vet or check here to see if they are a GapOnly® participating vet.
Alternatively, many vets can submit your claims on your behalf directly to us via our paperless eClaims service. Ask your vet if they can do this for you at the time of settling your invoice.
Option 2: Submit your claim online
If your vet can’t submit your claim on your behalf, the easiest way to make a claim yourself is through the Pet Portal. To make a claim, you will need the following documentation:
Itemised invoice (a paid invoice that includes individual treatment items and costs adding up to the total amount paid)
Vet consultation notes, if you have them (these are the veterinarian’s medical notes from examination findings)
If you adopted your pet at a later age, you will need documentation showing the date you took ownership. To help assist with obtaining this vet history, you can also add your vet details in the Pet Portal.
You can submit your claim without vet consultation notes but in some cases, your claim may not be able to be processed without them. If this is the case, there may be a need to contact you or your vet/s which may result in a delay in processing your claim.
Option 3: Send your claim in the mail
If you would prefer to lodge your claim in the mail, please follow these steps:
Step 1: Download a claim form here and print it out.
Step 2: Fill in your and your pet’s personal information in Part 1 of the claim form and sign the form.
Step 3: Take the claim form to your vet and have him/her complete the applicable sections. Ensure your Vet includes his/her practice details on the attached invoice.
Step 4: Attach detailed itemised invoices and payment receipts to the completed claim form and mail it to the address below:
Petinsurance.com.au
Locked Bag 9021 Castle Hill
NSW 1765
In some instances, more information may be required to process your claim. If this is the case, you’ll be notified by the pet insurance team.
Once your claim form and all relevant documentation has been received, your claim will be processed.

Question 13

Can I use my own vet?

Accepted Answer

Yes - you’re welcome to use any vet who’s licensed to practice in Australia, as long as they’re not yourself.

Question 14

Does my pet need to be vaccinated to apply for cover?

Accepted Answer

No, but for further information about pet insurance, please read the Product Disclosure Statement (PDS).

Question 15

How much of the vet bill will be covered?

Accepted Answer

You will be reimbursed up to 70%, 80%, or 90% (the benefit percentage), of the eligible vet expenses for your pet, subject to the annual benefit limits listed on your Certificate of Insurance⁺.
If you have selected an annual excess amount, this may also apply. Refer to the applicable Product Disclosure Statement and your Certificate of Insurance to see what is covered under your policy.

Question 16

At what age can I start my pet’s insurance?

Accepted Answer

Your pet needs to be under the age of 9 years when you first apply.

Question 17

Can I continue to insure my pet as it gets older?

Accepted Answer

Yes, as long as the product is offered, and you renew your policy each year without any break or lapse, you will continue to be offered renewal/replacement your policy. Cover and renewal/replacement is subject to the applicable terms and conditions of the policy for each policy period. Be sure to check your Product Disclosure Statement for full details.

Question 18

When will my policy commence?

Accepted Answer

Your policy will commence at 11:59pm on the day that your application is accepted by us.
The waiting periods that apply are:
2 days for accidental injuries
30 days for illnesses
6 months for cruciate ligament conditions⁻
Booster Care (where selected)
6 months for specified dental conditions
30 days for behavioural conditions like anxiety, phobias or compulsive disorders
The waiting period that applies to specialised therapy treatments is based on the condition being treated, whether an illness or an accidental injury.
⁻May be waived on application by completing the "Cruciate Ligament Form".

Question 19

Does my cover have an Excess?

Accepted Answer

You can choose between multiple annual excess options - $0, $200, $500 or $1,000.
Annual excess is the amount you contribute towards claims each policy period. Once you’ve reached your chosen excess, no further excess applies for the rest of that year. A higher excess can lower your premium, but increase out-of-pocket costs when you claim.
Note: $500 excess is not available with the 70% benefit percentage. $1,000 excess not available with the 70% benefit percentage or $7,500 annual benefit limit

Question 20

Can I insure more than one pet?

Accepted Answer

Yes, you can insure multiple pets under your Petinsurance.com.au policy. Each pet will have their own individual policy with your preferred level of cover. To insure multiple/additional pets please call our customer service team at 1300 855 663.

Question 21

How can I pay my premiums?

Accepted Answer

You may pay your premiums either by credit card or direct debit and to make budgeting easy you can choose to pay fortnightly, monthly or annually.

Question 22

How do I renew my policy?

Accepted Answer

As long as we continue to provide the product, we’ll offer renewal and/or replacement of your policy every year.
Unless you’ve told us beforehand that you’ve chosen not to automatically renew or not automatically accept the offer of a replacement policy, your policy will automatically renew or, where applicable, your replacement policy will automatically commence on those terms.
We will also remind you that you can opt out of the automatic renewal/replacement process. This way you don’t have to worry about your pet’s cover lapsing, as long as your premiums are paid on time.

Question 23

How do I apply for a Pre-existing Condition review?

Accepted Answer

If your pet has had a temporary condition that was subject to the pre-existing condition exclusion, you can apply to have it reviewed.

Your vet will need to certify and provide veterinary records verifying that the condition remains a temporary condition and has not existed, occurred or shown noticeable signs, symptoms or an abnormality for a period of 18 months.
This can also automatically be reviewed when you submit your first claim.
The pre-existing condition exclusion(s) will not be deemed to have been lifted unless agreed to by us in writing. You can download a copy of the Pre-existing Condition Review form.
If your pet has a Chronic Condition that existed or occurred before the commencement date of the first policy period or during any applicable waiting period, that condition will always be excluded from your policy.
Want to know if you are covered prior to treatment?
You can check out the Pet portal for a summary of your coverage or refer to your PDS and Certificate of Insurance for all your coverage information.
Pre-approvals aren’t mandatory, but can provide you with additional reassurance. So if you want to know if an upcoming or specific treatment for your pet will be covered, you can email us at claimreview@petsure.com.au with the following:
Policy number or Policy Holder and Pet Name
Name of the condition being treated and the proposed procedure
Name of your regular vet and the vet where the procedure will take place
An itemised estimate of costs relating to the procedure (optional- if you have it)
Note: A pre-approval will not be deemed to be valid unless we have agreed to it in writing. The reimbursed amount may vary from the pre-approval if the treatment provided by your vet differs from the treatment request in the pre-approval.

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