Welcome to our Pet Insurance FAQ hub! At Pet Insurance Australia, we’re excited to assist you in unravelling the mysteries of pet insurance. We know your furry companions are family, and our commitment is to make understanding their insurance coverage as seamless as possible. Whether you’re curious about coverage details, claims processes, or enrolment, this page is designed to be your go-to resource. Think of it as a friendly guide to ensure your pets get the care they deserve. If you can’t find what you’re looking for, our fantastic customer support team is ready to help. Thanks for entrusting us with your pets’ well-being—we’re here to make the journey together!
Pet insurance works similarly to other types of insurance but is designed to cover veterinary expenses for your pets if they have an unexpected illness or injury. Here’s how it typically works:
Pet Insurance can cover a wide range of common pet accidents and illnesses, including cancer treatments, fractures, Intervertebral Disc Disease (IVDD) and allergies^. Depending on your chosen level of cover, you may also be able to claim an annual amount for non-insurance-based treatments like training, microchipping and desexing*. It is crucial to note that certain conditions and treatments may not be covered by your insurance policy. The specifics vary based on your chosen pet insurance plan, so it’s important to carefully read your policy booklet, Product Disclosure Statement (PDS) and Target Market Determination (TMD) to compare policies and select the one that best suits the needs of you and your pet. For essential information about Pet Insurance Australia policies, please refer here.
^Subject to limits, benefit percentage, excess and exclusions
*Subject to limits and exclusions
Pet Essentials – Specified Accidental Injury and Illness Cover (subject to an annual condition limit).
Comprehensive Cover – specified Accidental Injury and Illness Cover^.
Major Medical Cover – Specified Accidental Injury, Illness and Routine Care Cover (non-insurance benefit).
We love pets of all shapes and sizes. However, at this stage, we only offer insurance for cats and dogs. Breeds of cats and dogs that have been listed by your State or Territory as dangerous, prohibited or restricted are not covered.
The Waiting Periods that apply are:
30 days – for Conditions covered under the Illness Cover.
6 months – for Cruciate Ligament Conditions (may be waived on application, refer to the Product Disclosure Statement for more information.
Specified accidental injuries are covered from 11:59pm from the commencement date of the first policy period.
With all pet insurance there are general exclusions.
At Pet Insurance Australia we also have some general exclusions that will affect your coverage. Unless the relevant item appears on your Certificate of Insurance, we don’t provide cover or pay benefits for:
For more information on what is not covered in our policies take a look at our Product Disclosure Statement (PDS) under important notices on our website.
Yes, at Pet Insurance Australia, your pet is eligible for new policies from eight weeks until their ninth birthday for our Major Medical and Comprehensive insurance plans. For our Pet Essentials policy, pets are eligible for cover from eight weeks of age until their 12th birthday. However, pets who hold a policy with us, with no insurance break, will have lifetime cover for their dog or cat.
Yes. We cover for hereditary and congenital conditions as long as there are no signs or symptoms of that condition prior to the commencement of your policy or within the applicable waiting period.
Yes, you can choose any vet you wish if they are registered veterinarians in Australia. If you want to access the GapOnly® service, where you can claim on the spot at your veterinary clinic, it is vital to check they are participating on this platform.
Making a pet insurance claim for eligible veterinary costs is simple with Pet Insurance Australia. You can lodge a claim via our pet portal on our website, directly at your veterinary clinic with the GapOnly® platform or a postal paper claim. GapOnly® on the spot claims are only available at participating veterinary clinics. To find out more on how you can make a claim, take a look here.
You can cancel your policy with us anytime by contacting our customer service team. The cancellation will be effective once we provide you with a written confirmation of your request, either by email or letter.
*2 Month Offer Terms & Conditions can be viewed by clicking here
Pet Insurance Australia policies entered into for the first time prior to 8 May 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, distributed and arranged by PetSure’s Authorised Representative (AR) Pet Insurance Australia Pty Ltd ABN 85 113 507 850, AR 326233 (PIA). Pet Insurance Australia policies entered into for the first time on or after 8 May 2023 and subsequent renewals of those policies are issued by PetSure and promoted, distributed and arranged by PetSure’s AR, PIA. 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 petinsuranceaustralia.com.au.
We understand that there are times when our customers may be feeling vulnerable due to a range of factors. In these situations, we are committed to taking extra care and recognise these vulnerabilities can give rise to unique needs, which can change over time or in response to particular situations.
If you are experiencing vulnerability and would like more information on the extra care we can provide please email us on help@petsure.com.au. You can also access our underwriter’s Family Violence Policy here, and their website also contains additional accessible ways you can contact us.
More info on Finder award can be found here.