Forms and PDS
Pet insurance helps protect your pet should they suffer an unexpected illness or injury. Pet insurance offers different levels of covers and may reimburse up to 80% of the eligible vet costs of treating unexpected injuries and illnesses.
Pet insurance may help provide you with the peace of mind that your pet is covered for unexpected illnesses or accidents. While you may be able to budget for the ongoing day-to-day expenses of keeping your pet healthy, an unforeseen sickness or injury can quickly mount up to thousands of dollars in vet bills, and that’s where pet insurance can help. With pet insurance, a pet owner can claim up to 80% of eligible vet bills per policy year depending on the type of policy taken out.
Pet insurance contributes to a portion of your eligible vet bills, up to an agreed amount. After your pet is treated by a vet, in most cases you pay your vet directly and then make a claim with your insurance provider, who will reimburse you a portion of the eligible vet expenses.
The cost of pet insurance plans can vary depending on a range of factors, such as benefit levels, coverage type, and waiting periods.
Petinsurance.com.au is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, is arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and is promoted and distributed PetSure’s Authorised Representative (AR) Pet Insurance Pty Ltd ABN 38 607 160 930, AR 1234944 (PIPL) and PIPL’s authorised distribution partners. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing. PDS and Target Market Determination available at petinsurance.com.au.
Routine Care is a non-insurance optional benefit which may be added on your policy. It provides a contribution towards day-to-day routine care expenses for items such as vaccinations and deworming.Your Certificate of Insurance will show if you have the Routine Care benefit option, and will also show:
- the Routine Care items you are eligible to receive benefits for; and
- your annual Routine Care benefit limits (overall, and for each item)
If you have a complaint
We hope that you never have reason to complain, but if you do we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.
1 – Immediate Response
Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.
Please contact us using one of the following means:
Phone: 1300 10 1234
Writing: Petinsurance.com.au, Customer Service Complaints, Locked Bag 9021 Castle Hill NSW 1765
Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.
2 – Internal Dispute Resolution
If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1– Immediate Response’), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business days of being escalated. The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for 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
Email: [email protected]
The reality is that at some time in your cat or dog's life they are going to need veterinary treatment. And as most pet owners know, vet bills can be expensive, in some cases costing thousands of dollars. Whether it's for a general check-up at the vet or for something more serious, Pet Insurance can help provide you with financial assistance and the best care for your pets when they need it most.
At this stage we only offer insurance for dogs and cats.
Specified Accidental Injury means Physical harm or injury arising from an accident. For the purposes of this policy, an accident is:
- a single specific, unpredictable, unusual and unintended external event which occurs at a particular time and place, with no apparent or deliberate cause but with marked effects; and
- is independent of any other cause including any Pre-existing Condition.
Illness means a sickness, disease or Specified Illness which:
- is not included under Specified Accidental Injury Cover;
- is independent of any Pre-existing Condition.
Yes. Provided they have not shown noticeable signs, symptoms or an abnormality at any time before the Commencement Date of the First Policy Period or during any applicable Waiting Period.
There are two cruciate ligaments in the knee. They attach the thigh bone to the shin bone. They allow the knee to flex and extend and they stabilise the joint. It can just be a simple slip on uneven ground that can cause a cruciate rupture. If this happens the joint becomes unstable and as a result there would be intense pain and inflammation would occur. Your vet will be able to diagnose a cruciate rupture, generally by touch, and advise the best treatment, often this means surgery.
A cruciate ligament condition means partial or complete rupture of the cruciate ligament(s). This includes meniscal tears, any looseness of the cruciate ligaments along with any complications following treatment for this condition.
Note: A Cruciate Ligament Condition is considered a single Condition irrespective of whether one or both legs are affected.
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 or your vet 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 it is a pre-existing condition will depend on its nature and experience. If your pet has a temporary condition that has not existed, occurred or shown noticeable signs, symptoms or an abnormality in the 18-month period immediately prior to your claim treatment date, it will no longer be excluded from cover as a pre-existing condition. Chronic Conditions and several other specified Conditions cannot fall within this category.
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.
Depending on which cover you choose, Hip Joint Surgery (including Total Hip Replacements) are covered, subject to the annual benefit limit and sub-limits per hip, per policy period.
You may cancel your policy at any time. We understand circumstances can change and would like to see if we can help keep your cover active. Please call our customer service team on 1300 855 663 or send us an email at [email protected] so we can discuss your options.
If you do decide to cancel, we will issue a pro-rata refund for the uninsured period where premiums are paid annually, less any applicable government or statutory charges. If you pay by instalments, we will not deduct any further premiums after the date of cancellation.
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 (including Section 2 to Section 4, your Certificate of Insurance and ‘Section 5 – General Exclusions’ of your PDS).
When you take out a Petinsurance.com.au policy, you will be able to register for our secure pet portal, where claiming is easy - simply upload a copy of your vet's tax invoice and consultation notes. If it is your first claim you will need to attach a full veterinary history. You can call our friendly customer service team on 1300 855 663 for claim forms if you do not have access to customer portal.
Yes. You can use any vet who is licensed to practice in Australia, other than yourself.
No, but for further information about what we cover, please read the Product Disclosure Statement (PDS).
We will reimburse up to 80% (the benefit percentage), of the eligible vet expenses for your pet, subject to the annual benefit limits and any sub-limits listed on your Certificate of Insurance. Refer to the applicable Product Disclosure Statement to see what is covered under your policy.
Depending on the cover you choose your excess would vary between $0, $250 or $500.
Bronze Cover for Indoor Cats – For cats older than 8 weeks and younger than 15 years
Silver Cover – For dogs older than 8 weeks and younger than 15 years
Gold Cover – For cats and dogs older than 8 weeks and younger than 9 years
Platinum Cover – For cats and dogs older than 8 weeks and younger than 9 years
Yes, once your pet is insured with us as long as there is no break, lapse or change in the level of coverage after reaching the age of 9, your pet is covered for eligible vet expenses for life (subject to the Policy terms and conditions).
Your policy will commence at 11:59pm on the day that your proposal is accepted by us.
The Waiting Periods that apply are:
0 days for Specified Accidental Injuries and you may claim immediately for these after the policy has started
21 days for Illnesses and Specified Illnesses covered by your policy
6 months for Dental Illness Treatment, where selected
6 months for Cruciate Ligament Conditions^
For more information on Waiting Periods, please refer to the Product Disclosure Statement
^ May be waived on application by completing the "Cruciate Ligament Form". Cruciate ligament coverage not available for Bronze Cover for Indoor Cats.
As with most insurance products, there are certain situations where you will not be covered. Some general exclusions include (but are not limited to): pre-existing conditions, routine or preventative treatments (unless the optional non-insurance Routine Care benefit is selected), some elective treatments and procedures and breeding or obstetrics.
There may also be specific exclusions which may apply to specific levels of Cover. Refer to the applicable Product Disclosure Statement for more information.
For your convenience you can insure multiple pets under your Petinsurance.com.au policy. Each pet can have their own policy with their individual choice of cover. To activate a multi-pet policy, you will need to call into our friendly customer service team on 1300 855 663 who will be happy to organise it for you.
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.
Unless you tell us that you do not want your policy renewed, we will automatically renew your policy on its expiry. We will send you a notice before your policy expires confirming when your insurance will expire and the terms on which your insurance will automatically renew. It will also remind you that you can opt-out of the automatic renewal process. This way, you don’t have to worry about your pet’s cover lapsing, unless you don’t pay the premiums when they are due.
Petinsurance.com.au is issued by The Hollard Insurance Company Pty Ltd (Hollard) ABN 78 090 584 473, AFSL 241436 of Level 12, 465 Victoria Avenue, Chatswood NSW 2067. Hollard is the insurer and issuer of Petinsurance.com.au policies.
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 here.
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.
See our Pre-Existing Conditions page for more information.
Yes. If your pet requires treatment and you wish to seek pre-approval of those costs, you can provide us with the itemised estimate of costs from your vet, along with the treatment required and relevant clinical records and/or veterinary history, and we will respond to you in writing with the outcome.