Frequently Asked Questions
Don’t let the cat get your tongue. Feel free to ask us any questions you might have about getting the right pet insurance.
What is pet insurance?
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.
How can I benefit from pet insurance?
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.
How does pet insurance work in Australia?
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.
What is the cost of pet insurance in Australia?
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 policies entered into for the first time prior to 7 November 2023 and subsequent renewals of those policies are issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted and distributed by PetSure’s Authorised Representative (AR) Pet Insurance Pty Ltd ABN 38 607 160 930, AR 1234944 (PIPL) and PIPL’s authorised distribution partners. Petinsurance.com.au policies entered into for the first time on or after 7 November 2023 and subsequent renewals of those policies are issued by PetSure and promoted and distributed by PetSure’s AR, 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 or choosing to continue with the product. PDS and Target Market Determination available at petinsurance.com.au.
Does pet insurance cover vaccinations in Australia?
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; andyour annual Routine Care benefit limits (overall, and for each item)
How do I make a complaint?
If you have a complaintWe 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 ResponseUsually 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 855 663Writing: Petinsurance.com.au, Customer Service Complaints, Locked Bag 9021 Castle Hill NSW 1765Please 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 ResolutionIf 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 ResolutionIn 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 3001Phone: 1800 931 678Website: www.afca.org.auEmail: [email protected]
Why Petinsurance.com.au?
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.
Does Petinsurance.com.au insure pets other than cats and dogs?
At this stage we only offer insurance for dogs and cats.
Does Petinsurance.com.au cover hereditary and congenital defects?
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.
What is a cruciate ligament?
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.
What is a Pre-existing Condition?
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.
Is Hip Joint Surgery covered in my policy?
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.
Can I cancel my pet’s policy?
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:
Annual payments
If you’ve been paying your premiums annually, we’ll retain a portion of the premium that relates to the period that you’ve been insured. We’ll refund you the residual premium for the unexpired period (less any government or statutory charges that apply).
Payment by instalment
If you’ve been paying your premiums by instalment, there’s no premium refund for any remaining days of a current instalment period. No further premium instalments will be deducted.
What exclusions apply?
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.
How do I make a claim?
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 on your behalf 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)
For the first claim we also require vet consultation notes for the life of your pet. If you adopted your pet at a later age, we will need documentation showing the date you took ownership. To help assist us 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, we may not be able to process your claim without them. If this is the case, we may 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 us at the address below:
Petinsurance.com.au
Locked Bag 9021
Castle Hill NSW 1765
In some instances, we may require more information to process your claim. If this is the case we will contact you for this information.
Once we receive your claim form and all relevant documentation, we will process your claim.
Can I use my own vet?
Yes. You can use any vet who is licensed to practice in Australia, other than yourself.
Does my pet need to be vaccinated to apply for cover?
No, but for further information about what we cover, please read the Product Disclosure Statement (PDS).
How much of the vet bill will be covered?
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.
Does my cover have an Excess?
Depending on the cover you choose your excess would vary between $0, $250 or $500.
At what age can I start my pet’s insurance?
Bronze Cover for Indoor Cats – For cats older than 8 weeks and younger than 15 yearsSilver Cover – For dogs older than 8 weeks and younger than 15 yearsGold Cover – For cats and dogs older than 8 weeks and younger than 9 yearsPlatinum Cover – For cats and dogs older than 8 weeks and younger than 9 years
Can I continue to insure my pet as it gets older?
Cover is available for the life of your pet as long as Petinsurance.com.au continues to provide the product, and you renew your policy each year without any break, lapse or change in in the level of cover. Cover and renewal is subject to the applicable terms and conditions of the policy for each policy period. See details in your Product Disclosure Statement.
When will my policy commence?
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, Specified Illnesses and Specified Conditions covered by your policy (except ingestion of a foreign object and poisoning – 0 days).
6 months for specified dental conditions, 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 conditions are not covered under Bronze Cover for Indoor Cats.
Can I insure more than one pet?
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.
How can I pay my premiums?
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.
How do I renew my policy?
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.
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.
Can I seek pre-approval of my Pet’s upcoming Treatment?
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.
General Information
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 policies entered into for the first time prior to 7 November 2023 and subsequent renewals of those policies are issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted and distributed by PetSure’s Authorised Representative (AR) Pet Insurance Pty Ltd ABN 38 607 160 930, AR 1234944 (PIPL) and PIPL’s authorised distribution partners. Petinsurance.com.au policies entered into for the first time on or after 7 November 2023 and subsequent renewals of those policies are issued by PetSure and promoted and distributed by PetSure’s AR, 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 or choosing to continue with the product. 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 855 663
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
Website: www.afca.org.au
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.
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.
Policy 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.
Can I cancel my pet’s policy?
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:
Annual payments
If you’ve been paying your premiums annually, we’ll retain a portion of the premium that relates to the period that you’ve been insured. We’ll refund you the residual premium for the unexpired period (less any government or statutory charges that apply).
Payment by instalment
If you’ve been paying your premiums by instalment, there’s no premium refund for any remaining days of a current instalment period. No further premium instalments will be deducted.
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.
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 on your behalf 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)
For the first claim we also require vet consultation notes for the life of your pet. If you adopted your pet at a later age, we will need documentation showing the date you took ownership. To help assist us 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, we may not be able to process your claim without them. If this is the case, we may 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 us at the address below:
Petinsurance.com.au
Locked Bag 9021
Castle Hill NSW 1765
In some instances, we may require more information to process your claim. If this is the case we will contact you for this information.
Once we receive your claim form and all relevant documentation, we will process your claim.
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.
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
Cover is available for the life of your pet as long as Petinsurance.com.au continues to provide the product, and you renew your policy each year without any break, lapse or change in in the level of cover. Cover and renewal is subject to the applicable terms and conditions of the policy for each policy period. See details in your Product Disclosure Statement.
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.
Depending on the cover you choose your excess would vary between $0, $250 or $500.
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.
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.
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, all we need is for you to email us at [email protected] 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!)
Once we receive this information, you can expect to hear back from us within two business days.
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.