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Sniffing out some FAQs
petinsurance.com.au® is an Australian pet insurance brand for dogs and cats, underwritten and administered by PetSure Australia. It offers comprehensive accident and illness cover — Best in Show Cover — where you choose your own benefit percentage, annual benefit limit, and excess, and no sub-limits apply on any tier, meaning your full annual benefit limit is available for any eligible condition.
Subject to policy terms and conditions.
Subject to policy terms and conditions.
The best cat insurance is the one that fits your kitty's health needs, your budget, and how much you're comfortable paying out of pocket at claim time. Key things to compare are the benefit percentage (70%, 80%, 90% of eligible vet costs at petinsurance.com.au® with Best in Show Cover*), the annual benefit limit, the excess, and whether the policy has sub-limits on specific conditions — petinsurance.com.au® has none.
GapOnly® is available at over 80% of Australian vet clinics nationwide, making it one of the most accessible pet insurance payment options in the country. Chances are your regular vet already offers GapOnly®. You can confirm this by using the GapOnly® Find a Vet directory to locate a participating clinic near you.
The most significant difference is that there are no sub-limits on any tier of cover — your full annual benefit limit applies to any eligible condition, rather than specific caps restricting certain treatments. Every policy also includes access to >>myPetPass®, petinsurance.com.au®'s wellness rewards programme, and — at participating vets — GapOnly®, which lets you pay only the gap on approved eligible claims.
Subject to policy terms and conditions.
Subject to policy terms and conditions.
Pet insurance generally covers a portion of unexpected vet bills for eligible accidents and illnesses, such as surgeries, hospitalisation, and prescription medications. If your pet swallows something they shouldn't or develops a condition like arthritis, your policy could help with the cost of treatment. Cover is never absolute; it depends on your specific policy terms, limits, and whether the condition is pre-existing.
You can claim back up to 90% of eligible vet costs, depending on the benefit percentage you choose when setting up your policy*. Depending on your plan, you can choose a benefit percentage of 70%, 80%, or 90%. Annual limits are available at $7,500, $20,000, or $35,000, so you can pick the level of cover that suits your pet and your budget.
No — there are no sub-limits on any tier of Best in Show Cover, which means there are no separate caps on treatments for conditions like cruciate ligament surgery or tick paralysis. Your full annual benefit limit applies to any eligible condition. Many other policies do impose sub-limits, so this is an important point to check when comparing.
Subject to policy terms and conditions.
Subject to policy terms and conditions.
GapOnly® is a claiming service that allows your eligible vet bills to be assessed on the spot, so you only pay the difference (the gap) before leaving the clinic. Instead of paying the full amount upfront and waiting for a reimbursement, the insurer's portion is handled directly with the vet. This service is only available at participating vet clinics and on GapOnly®-ready policies, subject to policy terms.
Yes, older pets can still be insured, though most providers set a maximum age for taking out a brand-new policy. Any health issues your pet already has will usually be treated as pre-existing conditions and excluded, subject to policy terms. At petinsurance.com.au®, Best in Show Cover includes cover for both accidental injuries and illnesses as standard at sign-up — check the PDS for age eligibility and waiting periods.
PetSure Australia is the underwriter of petinsurance.com.au®'s Best in Show Cover and one of Australia's most experienced pet insurance specialists. Purpose-built around pet insurance, PetSure Australia manages the policies, claims, and customer service that sit behind the petinsurance.com.au® brand.
petinsurance.com.au® is the customer-facing brand; PetSure Australia is the underwriter and administrator of the policies behind it. When you take out a Best in Show Cover policy through petinsurance.com.au®, your cover is underwritten and managed by PetSure Australia — including claims assessment, policy administration, and customer service. The two names refer to different parts of the same operation.
petinsurance.com.au® is a direct pet insurance brand — not a comparison site or broker. It offers its own product (Best in Show Cover), underwritten and administered by PetSure Australia. When you get a quote and take out a policy through petinsurance.com.au®, you are purchasing directly from the brand, not being referred to a third-party insurer.
Yes — pet insurance in Australia is regulated under the Corporations Act and the Insurance Contracts Act. petinsurance.com.au®'s Best in Show Cover is underwritten by PetSure Australia, which holds an Australian Financial Services Licence (AFSL 420183). You should always read the PDS and Target Market Determination (TMD) before taking out cover.
petinsurance.com.au® was founded in 2015 and is underwritten and administered by PetSure Australia. Over that time, the brand has developed features including GapOnly® claims settlement and the myPetPass® wellness programme, both designed to give Australian pet carers more practical support alongside their insurance cover.
myPetPass® is petinsurance.com.au®'s rewards and wellness programme, developed by PetSure Australia and provided alongside all policies at no extra cost. It gives policyholders 24/7 access to qualified Australian vets online via the Pet Portal (powered by Live Vet), discounts on prescription medications, and savings with partner brands. myPetPass® is not available through other insurers.
You can claim back up to 90% of eligible vet costs, depending on the benefit percentage you chose when setting up your policy. You can choose a benefit percentage of 70%, 80%, or 90%, and an annual limit of $7,500, $20,000, or $35,000. Because there are no sub-limits, your full annual benefit limit applies to any eligible claim.
Subject to policy terms and conditions.
Subject to policy terms and conditions.
In Australia, pet insurance works on a reimbursement model where you pay the vet upfront and then claim back a percentage of the eligible costs. Once your claim is approved, the insurer pays back your agreed benefit percentage, minus any applicable excess. Reimbursement always depends on your policy's annual limits, excesses, exclusions, and waiting periods.
Yes. For every GapOnly® claim processed, $1 goes towards funding SafetyNet PetAssist, a free 24-hour vet telehealth service designed to help pet parents access professional veterinary advice at any time of day or night.
For situations where getting to a clinic is not immediately possible, SafetyNet PetAssist provides a direct line to qualified vet support around the clock. GapOnly®'s contribution to this service reflects the broader mission behind the product: making veterinary care more accessible and affordable for all Australians, not just at the point of claiming, but whenever a pet parent needs guidance.
For situations where getting to a clinic is not immediately possible, SafetyNet PetAssist provides a direct line to qualified vet support around the clock. GapOnly®'s contribution to this service reflects the broader mission behind the product: making veterinary care more accessible and affordable for all Australians, not just at the point of claiming, but whenever a pet parent needs guidance.
Live Vet is available 24/7 through the Pet Portal, giving all petinsurance.com.au® policyholders access to qualified Australian vets at any time — including nights, weekends, and public holidays. Live Vet is provided alongside your policy at no extra cost, and is a good first step before deciding whether your pet needs an urgent clinic visit.
Yes — eligible cruciate ligament treatments are covered under Best in Show Cover, with no sub-limit specifically for cruciate surgery at petinsurance.com.au®. Keep in mind there's a 6-month waiting period for cruciate ligament conditions before you can claim. Many other pet insurance policies impose a separate cap on cruciate claims, which can leave pet parents significantly out of pocket on what is often an expensive procedure. With petinsurance.com.au®, your full annual benefit limit applies. Cover is subject to Policy Terms and Conditions, please read your PDS for further information.
The benefit percentage (also called the benefit rate) is the proportion of eligible vet costs paid back to you, before any applicable excess is deducted. At petinsurance.com.au®, you choose your benefit rate when setting up your policy — 70%, 80%, or 90%. The higher your benefit rate, the more you claim back on eligible vet bills, which is reflected in your premium.
petinsurance.com.au® is an Australian pet insurance brand underwritten and administered by PetSure Australia, one of the most experienced pet insurance specialists in the country. Policies are backed by features including GapOnly® — which allows eligible claims to be settled at participating vetswith less upfront payment — and myPetPass®, a wellness programme included with every policy. petinsurance.com.au® has been operating since 2015.
Indoor cats can still face significant, unexpected vet bills — from hereditary conditions and serious illnesses like kidney disease or cancer, to household accidents like swallowing something dangerous. Indoor life reduces some risks, but doesn't eliminate them. Pet insurance can take the financial pressure out of an unexpected diagnosis, so you can focus on getting your kitty the care they need rather than the cost.
GapOnly® lets you pay only the gap on approved eligible vet bills at participating clinics, with the insurer's share settled directly — you can experience less upfront payment, no paperwork, and the claim is typically assessed in approximately five minutes. GapOnly® is available on petinsurance.com.au® policies at participating vet clinics, subject to policy terms.
The petinsurance.com.au® customer service team is available Monday to Friday (except public holidays), 8:00am to 8:00pm, on 1300 855 663. For urgent pet health questions outside these hours, Live Vet is available 24/7 to all policyholders via the Pet Portal, giving you access to qualified Australian vets at any time.
Two optional add-ons are available with Best in Show Cover: Booster Care, which offers up to $2,000 a year towards specified dental conditions, specialised therapies, and certain wellness items; and Routine Care (a non-insurance benefit), which contributes towards standard preventive care costs. Neither is included in the base cover — they can be added when you set up or renew your policy.
GapOnly® is a claims payment service built by PetSure Australia, and it's only available on PetSure-administered and issued pet insurance policies — including petinsurance.com.au®'s Best in Show Cover. At a participating vet, your vet lodges your eligible claim on the spot, PetSure assesses it in around five minutes, and you simply pay the gap between the bill and what your policy covers before you leave. Because GapOnly® is built into PetSure's own claims infrastructure rather than bolted on afterwards, it's not something other insurers can simply offer — it comes from being a PetSure-underwritten policy in the first place.
Two optional add-ons are available: Booster Care, which offers up to $2,000 a year towards specified dental conditions, specialised therapies, and certain wellness items; and Routine Care ($150 annual benefit), which contributes towards standard preventive care costs. If you haven't made a claim yet, you can add or change these at any time; once you've claimed, changes to your add-ons can only be made at renewal. Check the PDS for eligibility details and waiting periods.
Accident-only cover helps with injuries from unexpected mishaps, like a broken leg or a swallowed sock. Comprehensive cover does that too, plus illnesses and diseases, from an ear infection to something more serious. At petinsurance.com.au®, you don't have to choose — every Best in Show Cover plan is comprehensive as standard, covering both accidental injuries and illnesses. You just pick your benefit percentage and annual benefit limit from the options available. Waiting periods and exclusions apply, so check the PDS before you decide.
No — there are no sub-limits on any tier of Best in Show Cover for dogs. Conditions that often hit specific caps with other insurers — such as cruciate ligament surgery or tick paralysis treatment — draw from your full annual benefit limit at petinsurance.com.au®. Annual benefit limits are $7,500, $20,000, and $35,000.
Subject to policy terms and conditions.
Subject to policy terms and conditions.
No — accessing Live Vet is completely separate from making a claim. It is a guidance and support service included with your cover, not a claimable vet visit in itself. If the vet you speak with recommends an in-clinic appointment, any eligible costs from that visit may be claimable under your policy, subject to your terms, annual benefit limit, excess, and exclusions.
Live Vet is an Australian telehealth platform that connects pet carers with qualified vets online. petinsurance.com.au® has partnered with PetSure to power its Live Vet service, which is accessible via the Pet Portal as part of all policies — no separate subscription needed. You can connect with a vet any time, any day, alongside your cover.
Many hereditary and breed-specific conditions, including hip dysplasia, are covered under Best in Show Cover provided they were not present before your policy or waiting period started. If your dog develops a condition later in life that's common in their breed, eligible diagnostic and treatment costs can generally be claimed under your annual benefit limit. Cover is always subject to policy terms, waiting periods, and exclusions.
You can raise almost any pet health concern — from "my dog ate something strange, should I be worried?" to questions about symptoms, medications, or whether your pet needs to be seen urgently in person. The qualified Australian vets on Live Vet are there for guidance and triage, not to replace hands-on clinic care, but they can help you decide how quickly your fur baby needs to be seen.
Eligible claims can be handled a few ways: through GapOnly® at participating vet clinics — assessed in approximately five minutes, paying just the gap with less to pay upfront or paperwork — via standard reimbursement submitted through the Pet Portal after the visit, or by post using a completed claim form (available by calling 1300 855 663 or downloading from our PDS, forms and FAQs page). Once a claim is assessed and approved, your benefit percentage is applied to eligible costs, then any excess is deducted. Full claims process details, including postal requirements, are in the PDS.
Excess options depend on the annual limit you choose. If you choose the $7,500 annual limit, your excess options are $0 or $200. On the $20,000 and $35,000 annual limits, you can choose $0, $200, $500, or $1,000. A higher excess usually reduces your premium, but it's worth thinking about what you'd comfortably pay at claim time before settling on a figure.
We hope you'll never have reason to complain, but if you do, we'll do our best to work with you to resolve it.
Our complaints resolution process has 3 steps. Please let us know if you require additional assistance to lodge a complaint.
1. Immediate Response
If you have a complaint, we'll take steps to resolve it as soon as possible. We'll acknowledge your complaint within one business day of receiving it.
Please contact us by:
- Phone: 1300 855 663
- Email: [email protected]
- Writing: Customer Service Complaints
Petinsurance.com.au
Locked Bag 9021, Castle Hill, NSW 1765 - Website: www.petinsurance.com.au
Please supply your policy number if you have one, to enable the enquiry to be dealt with promptly and by someone with appropriate authority.
2. Internal Dispute Resolution
If we haven't resolved your matter to your satisfaction, at your request we'll escalate your complaint for review by our Internal Disputes Resolution team.
Please use the same contact information in step 1 to make this request.
All escalated matters are acknowledged within one business day of receipt. The Internal Dispute Resolution team will review your complaint and any supporting evidence. After full consideration of the matter, a written final response will be provided to you, outlining the decision reached and the reasons for the decision.
3. External Dispute Resolution
If your complaint is still not resolved to your satisfaction, or a final response has not been provided to you within 30 days, you can refer the matter to the Australian Financial Complaints Authority (AFCA), providing your matter is within the scope of the AFCA Rules.
AFCA is an independent dispute resolution service provided free of charge.
You can contact AFCA at:
Australian Financial Complaints Authority
- Mail: GPO Box 3, Melbourne VIC 3001
- Phone: 1800 931 678
- Website: afca.org.au
- Email: [email protected]
Finding a GapOnly® vet near you is simple. Visit the GapOnly® Find a Vet directory, enter your location, and browse participating clinics in your area. With GapOnly® available at over 80% of Australian vet clinics, there is very likely a participating clinic close to you. Once you arrive at the clinic, ask your vet to submit a GapOnly® claim on your behalf and you only need to pay the gap on your eligible claim before you leave.
Routine teeth cleaning is excluded from standard Best in Show Cover, as it's considered preventive care. However, if you add the optional Booster Care add-on to your policy, specified dental conditions are covered up to $2,000 a year. Check the PDS for the full list of eligible dental conditions and any applicable waiting periods.
Best in Show Cover is petinsurance.com.au®'s comprehensive pet insurance for dogs and cats, covering both accidental injuries and illnesses. You choose your own benefit percentage — 70%, 80%, or 90% of eligible vet costs* — along with your annual benefit limit and excess from the options available when you set up your policy. There are no sub-limits on any tier, meaning your full annual benefit limit applies to any eligible condition.
Subject to policy terms and conditions.
Subject to policy terms and conditions.
Yes. Every petinsurance.com.au® policyholder has access to Live Vet, giving you 24/7 access to qualified Australian vets through the Pet Portal, at no extra cost.
Yes, and it depends on what you're claiming for. Under Best in Show Cover, accidental injuries have a 2-day waiting period, while illnesses have a 30-day wait. Cruciate ligament conditions carry a longer 6-month waiting period. If you've added Booster Care, specified dental conditions also have a 6-month wait, and behavioural conditions like anxiety, phobias or compulsive disorders sit at 30 days. Specialised therapy treatments follow the waiting period for whatever caused them, whether that's an illness or an accidental injury. Any condition showing signs before your policy starts, or during the relevant waiting period, will be considered pre-existing and excluded, subject to policy terms. Full details are in the PDS.
Dog insurance covers eligible vet costs for both accidental injuries and illnesses your pup might face — including broken bones, ingested objects, infections, cancer, hereditary conditions, and ongoing conditions like arthritis. At petinsurance.com.au®, Best in Show Cover for dogs has no sub-limits on any tier, meaning your full annual benefit limit applies to any eligible treatment rather than capping individual condition types.
Subject to policy terms and conditions.
Subject to policy terms and conditions.
The Pet Portal is available through the petinsurance.com.au® website — click "Log In" and sign in with your registered email and password. From there you can manage your policy, access Live Vet, view documents, and submit or track claims. Use the password reset option on the login page if you've forgotten your details.
GapOnly® is the preferred payment method amongst veterinary professionals because it simplifies the claims experience for everyone at the point of consultation. With less paperwork, on-the-spot processing, and no need to chase reimbursements after the visit, clinic staff can move through the payment process quickly and efficiently. Vets submit the claim on your behalf in real time, so both the clinic and the pet parent can focus on what matters most: the health of your pet.
Many hereditary conditions are covered under Best in Show Cover, provided they were not present before your policy started or during any applicable waiting periods. If your cat develops a breed-related condition after your policy is in force — such as hereditary heart or kidney conditions common in certain breeds — eligible diagnostic and treatment costs can generally be claimed. Cover is always subject to policy terms, waiting periods, and annual benefit limits.
Yes, Live Vet is one of the core benefits within the myPetPass® programme, which is included with all petinsurance.com.au® policies. myPetPass® also covers discounts on prescription medications and savings with partner brands — together forming an ongoing wellness layer that sits alongside your insurance cover>>.
The best dog insurance is the one that matches your pup's breed, health history, and your financial situation. Key factors to compare are the benefit percentage (70%, 80%, or 90% of eligible vet costs at petinsurance.com.au® with Best in Show Cover*), the annual benefit limit, the excess, and whether the policy imposes sub-limits on specific conditions — petinsurance.com.au® has none. For breeds prone to joint conditions or other costly hereditary issues, the absence of sub-limits can make a meaningful difference.
Yes, you can insure older cats, though most providers have a maximum age at which a brand-new policy can be taken out — check the PDS for eligibility. Any conditions your cat already has will be treated as pre-existing and excluded, but the policy can still provide cover for new, unrelated illnesses and accidents that arise after your waiting periods end.
You can call petinsurance.com.au® on 1300 855 663, or fax on 1300 367 229. The customer service team is available Monday to Friday (except public holidays), 8:00am to 8:00pm. For faster answers to common questions, the PDS, Forms & FAQs page covers most topics without the wait.
Cat insurance covers eligible vet costs for accidental injuries and illnesses your kitty may face — including broken bones, ingested foreign objects, infections, cancer, hereditary conditions, and more. At petinsurance.com.au®, Best in Show Cover for cats has no sub-limits on any tier, so your full annual benefit limit applies to any eligible condition rather than being divided by treatment type.
Subject to policy terms and conditions.
Subject to policy terms and conditions.
Annual benefit limits range from $7,500 on the Low tier to $20,000 on the Mid-tier and $35,000 on the High tier. Because no sub-limits apply on any tier, your full annual benefit limit is available for any eligible condition throughout the policy year — not divided up by condition type.
Subject to policy terms and conditions.
Subject to policy terms and conditions.
GapOnly® lets eligible vet bills be assessed at a participating clinic in approximately five minutes, so you pay only the <gap before leaving — this can mean less on your upfront payment, no paperwork. GapOnly® is available on Best in Show Cover at participating vet clinics, subject to policy terms.
GapOnly® is a pet insurance claims platform that reviews and calculates your claim while you are still at the vet. Rather than paying the full cost of treatment upfront and waiting for your insurer to reimburse you, GapOnly® processes your eligible claim on the spot. You pay the gap (the difference between your vet bill and your insurance benefit) and go. GapOnly® is powered by PetSure, Australia's leading pet insurance administrator, and is supported by more than 20 insurance brands including petinsurance.com.au®.
Excess options depend on the annual limit you choose. If you choose the $7,500 annual limit, your excess options are $0 or $200. On the $20,000 and $35,000 annual limits, you can choose $0, $200, $500, or $1,000. A higher excess usually reduces your premium, but it's worth thinking about what you'd comfortably pay at claim time before settling on a figure.
GapOnly® lets you pay only the gap on approved eligible vet bills at participating clinics, with the claim assessed in approximately five minutes — you can experience less upfront payment, no paperwork, and the insurer's share is settled directly with the vet. GapOnly® is available on petinsurance.com.au® policies at participating clinics; it's worth checking whether your regular vet participates.
Yes, Live Vet is available 24 hours a day, 7 days a week — including weekends and public holidays — through the Pet Portal. All vets you'll speak with are Australian-based, and the service is included with your petinsurance.com.au® policy at no additional charge.
Yes — most policy tasks can be handled through the Pet Portal, including viewing your documents, updating your details, and submitting or tracking claims. For health questions about your pet at any time of day, Live Vet gives you 24/7 access to qualified Australian vets via the portal. Answers to most cover and policy questions are also on the PDS, Forms & FAQs page.
Yes, and insuring your pup while they're young is often a smart choice — taking out cover before any health conditions develop reduces the likelihood of those conditions being classified as pre-existing and excluded later. Best in Show Cover is comprehensive from the start, covering both accidents and illnesses. Minimum age requirements, waiting periods, and eligibility details are set out in the PDS.
Yes — every petinsurance.com.au® policy includes Live Vet, giving you around-the-clock access to qualified Australian vets through the Pet Portal. Whether it's 2am or a public holiday, you can get vet guidance without waiting for your clinic to open, at no extra cost to you.
You can tell us about your experience by emailing petinsurance.com.au or you can leave a review for petinsurance.com.au on Product Reviews as this helps other Australian pet parents make a more informed decision about cover.
The PDS, Forms & FAQs page of the petinsurance.com.au® website covers the most common questions about cover, claims, excess, waiting periods, and more — it is the best starting point. For real-time pet health questions, Live Vet gives you 24/7 access to qualified Australian vets through the Pet Portal.
GapOnly® is available at a number of emergency and specialist veterinary centres across Australia. Use the GapOnly® Find a Vet directory to check whether your nearest emergency clinic is a participating provider before you need it.
If in-clinic care is not immediately reachable, PetSure's SafetyNet PetAssist offers free, round-the-clock vet telehealth support, giving pet parents direct access to qualified veterinary advice at any hour. Every GapOnly® claim contributes $1 toward keeping this service free and available to all Australians.
If in-clinic care is not immediately reachable, PetSure's SafetyNet PetAssist offers free, round-the-clock vet telehealth support, giving pet parents direct access to qualified veterinary advice at any hour. Every GapOnly® claim contributes $1 toward keeping this service free and available to all Australians.
Pet insurance can provide financial support for unexpected vet bills rather than paying the full cost of eligible treatments out of pocket. It helps cover a portion of eligible expenses when your pet gets sick or injured. Cover always depends on your specific policy terms, limits, excesses, and exclusions, so it won't pay for everything. You should consider the relevant PDS to understand whether a product is right for you and your circumstances.
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