Retired PDS's

Combined PDS, Policy T&Cs and FSG 15 November 2011

15 November 2011

PDF - 770 KB
SPDS for Cats, Dogs & Puppies July 2018

30 July 2018

PDF - 77 KB
PDS Dog Cover November 2015

19 November 2015

PDF - 350 KB
PDS Dog Cover November 2016

11 November 2016

PDF - 284 KB
PDS Dog Cover July 2018

30 July 2018

PDF - 380 KB
PDS Puppy Cover November 2015

19 November 2015

PDF - 551 KB
PDS Puppy Cover July 2018

30 July 2018

PDF - 717 KB
PDS Puppy Cover November 2016

11 November 2016

PDF - 396 KB
PDS Cat Cover November 2015

19 November 2015

PDF - 316 KB
PDS Cat Cover November 2016

11 November 2016

PDF - 271 KB
PDS Cat Cover July 2018

30 July 2018

PDF - 585 KB
PDS Indoor Cat Cover July 2018

30 July 2018

PDF - 593 KB
SPDS for Indoor Cats July 2018

30 July 2018

PDF - 77 KB
PDS Basic, Plus, Premium June 2019

30 June 2019

PDF - 336 KB
PDS Cover for Dogs

1 April 2021

PDF - 470 KB
PDS Cover for Puppies

1 April 2021

PDF - 443 KB
PDS Cover for Cats

1 April 2021

PDF - 586 KB
PDS Cover for Indoor Cats

1 April 2021

PDF - 553 KB
SPDS Indoor Cat (Applicable to New and Renewing policies effective 5 October 2021)

5 October 2021

PDF - 300 KB
SPDS Cat / Dog / Puppy Combined (Applicable to New and Renewing policies effective 5 October 2021)

5 October 2021

PDF - 257 KB
SPDS Available to renewing policies effective 5 October 2021

5 October 2021

PDF - 262 KB
PDS Indoor Cat November 2015

19 November 2015

PDF - 353 KB
SPDS March 2014

12 March 2014

PDF - 205 KB
SPDS July 2014

1 July 2014

PDF - 184 KB
SPDS September 2013

1 September 2013

PDF - 286 KB
SPDS July 2012

31 July 2012

PDF - 26 KB
PDS November 2011

15 November 2011

PDF - 770 KB
Dog Cover PDS 30 June 2019

30 June 2019

PDF - 595 KB
Puppy Cover PDS 30 June 2019

30 June 2019

PDF - 591 KB
Cat Cover PDS 30 June 2019

30 June 2019

PDF - 883 KB
Indoor Cat Cover PDS 30 June 2019

30 June 2019

PDF - 918 KB
SPDS Basic, Plus, Premium - 30 June 2019

30 June 2019

PDF - 336 KB
Cover for Cats-Retired

1 April 2021

PDF - 110 KB
Indoor Cat- Retired

1 April 2021

PDF - 124 KB
Cover for Dogs- Retired

1 April 2021

PDF - 110 KB
Cover for Puppies-Retired

1 April 2021

PDF - 144 KB
Vet Basic PDS
PDF - 232 KB
Vet Select PDS
PDF - 299 KB
SPDS Vet Basic - 30 June 2019
PDF - 257 KB
SPDS Vet Select and Basic Combined (Applicable to New and Renewing policies effective 5 October 2021)
PDF - 257 KB
Supplementary Financial Services Guide
PDF - 278 KB

Retired TMDS's

Target Market Determination-Basic, Plus and Premium- Retired

5 October 2021

PDF - 110 KB

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. 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. 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

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.

  Immediate Response
Usually when you have a concern, we can resolve it immediately on the phone. If we cant 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:, 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.

 Internal Dispute Resolution
If we havent 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.

 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

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 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 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:

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 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 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 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.

Robyn for Fluffy and Ms Dolly

I use this insurer for my two kitkats, Fluffy and Ms Dolly, and they are fantastic and fair.  Used other insurers over years, many of the big ones, we all would know, but we have not been happy with their service or their $$ value and they payouts etc.? I’m pleased and can say ‘wow’, this insurer, Pet, I highly recommend!


Wendy for Stormi

Really happy with my 1st claim it was only a small one but I was very nervous. It was approved the next day and the following day the refund was in my account. I had spoken to and emailed them previously to make sure I had everything ready to go when the time came and they were prompt ,very friendly and helpful.

Marian for Lacey

Anyone that’s looking for pet insurance, couldn’t recommend this company high enough. Our vet specialist is included under the ‘gap only’ payment so each chemo visit for my girl is covered & I pay the difference, so easy when the specialist puts it through & it’s an on the spot approval. Many thanks

Linda for Atticus

Best Insurance for pets!! I've had my guy insured with them since I got him 4 years ago and it's worth the monthly payments. He got very ill 2 weeks ago, out of the blue, was at the Vet Surgery on a drip for 2 days. A hefty $1400. bill later and I only had to pay the gap of 20%.

Bridget for Bentley

I took out pet insurance online from 11:59pm on the day before I collected Bentley. I had a 3 hour drive home and didn't want to take any chances. Since then I've submitted a couple of claims for his vaccination and desexing, and the claims process is a breeze. I have Bentley's details set up in the Portal and I just log in, upload a photo of the vet's invoice, and submit the claim. I receive a text message within a few hours, confirming that the claim has been received and the next thing I know the payment goes directly into my bank account. It really is easy!!

Chloe for Uno

Before choosing to insure with, I did a lot of research with other companies and found myself comparing policies to ensure I got the best cover possible for Uno and at a reasonable price.
Over the course of the past four months, I have had to make a claim twice due to an unfortunate and very serious illness Uno had, and was so relieved at how simple the claim process is and had no issues receiving my reimbursement. I am very pleased with this company and would recommend it to anyone looking for pet insurance!

Julie for Rio

Animals are everything good and pure, unconditional love and unspoiled affection. Owning a pet is a privilege and obligation. Loving your pet means looking after them and pet insurance is a great way to be a responsible pet owner.

Jamie-Lee for Avery

I love my dog Avery, and his health is paramount to me. I like knowing my happy go lucky boy is covered for any accidents he may have.

Tina for Jasper Lloyd

Making a claim for my Jasper Lloyd through could not have been easier. Vet visit, paid the bill, scanned the forms and away we were! I kid you not - that simple! Even Jasper Lloyd was laughing at how quick the process was… as you can see!! Both of us are delighted with the company :)

Annette for Tilly

Annette for Tilly

I was always planning to get Tilly insured, but hadn’t got around to getting cover. I came across a ad on a flight to Melbourne and got a quote on my mobile while I waited for a cab. It was cheaper than I thought. So I applied and got her covered. It was so easy, and I earn Velocity Points too!