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 is a type of insurance policy designed to help pet owners cover the cost of eligible veterinary expenses for their pets. Pet insurance provides financial assistance in the event that your pet suffers an unexpected illness or injury. This may encompass surgery and medications. and non-insurance benefits for routine care such as vaccinations, microchipping and desexing. The amount reimbursed will depend on the type of policy you hold and any caps, limits and excesses that are included in the insurance policy.
An illness is categorised differently than an accident. An illness can be a disease or sickness that arises due to certain reasons that wouldn’t be covered in the accident portion of your policy. This can include illnesses such as cancer, Intervertebral Disc Disease (IVDD), Skin Conditions, Eye/Ear Conditions, Hereditary and congenital conditions, Tick Paralysis and more^. Always read the Product Disclosure Statement (PDS) to understand what illnesses and accidents are covered in the policy to ensure it is the right fit for you and your lifestyle. There are also some illnesses not covered in policies (general exclusions). Illnesses also have 30-day waiting periods however some illnesses such as Cruciate Ligaments have a 6-month waiting period. You can also apply to have certain waiting periods waived.
^Subject to limits, benefit percentage, excess and exclusions
You have the convenience of browsing online to choose from various pet insurance providers. Nevertheless, it’s crucial to conduct thorough research and select a policy that aligns with both your own and your pet’s lifestyle. It is important before purchasing any pet insurance policy that you carefully read the Product Disclosure Statement (PDS) and the Target Market Determination (TMD) to ensure the product is right for you and your lifestyle. Most pet insurance providers will have these documents easily accessible on their websites.
If your pet needs surgery before signing up, you will not be covered. If your pet is showing any signs or symptoms of an illness or accident before signing up this will be considered a pre-existing condition and will not be covered in your insurance policy. If the illness is considered chronic, the condition will not be covered for the lifetime of your policy. If the pre-existing condition is temporary, after 18 months of showing no signs or symptoms your pet may be covered. For example, if your pet suffers an episode of gastrointestinal issues that is resolved with treatment and there were no signs or symptoms for 18 months after the condition, this may be covered after 18 months. However, if your pet is showing any signs or symptoms of Intervertebral Disc Disease (IVDD), for example, before signing up for pet insurance this would not be covered.
Yes, you can switch your pet insurance providers at any time, however, it is important to understand how any pre-existing conditions will affect your new policy and also any waiting periods you will need to undertake with your new provider. If your pet was comprehensively insured with one provider and suffered a chronic illness or injury, chances are your new provider will state this as a pre-existing condition and you will not be covered for any related problems to this condition or ongoing treatment that is needed such as medication etc.
At Pet Insurance Australia we only offer pet insurance for cats and dogs who reside in Australia.
At Pet Insurance Australia you can contact us in a variety of ways including email, phone, and messages through our social media channels such as Facebook or Instagram. You can also request a phone call through our chat box during the quote process if you are having any problems signing up. At PIA we pride ourselves on our customer service and treating each client and their furry companion as if it was our own. Our contact details can be found below:
Many Australians choose pet insurance for their dogs to help towards unforeseen medical emergencies and treatments. However, choosing pet insurance is a very personal process and one that is individual to the needs of your dog, and your family. It is always recommended to read the Product Disclosure Statement (PDS) and Target Market Determination (TMD) to understand exactly how pet insurance works, what the policy covers and does not cover, alongside budgeting to ensure that it is the right fit for you and your dog. Some dog breeds are also much more susceptible to certain health conditions. Understanding the risks that are associated with the dog breed can also give you an understanding of what conditions could affect your pet during their lifetime and the possible costs associated with these conditions. Having as much information as possible allows you to make an educated choice if pet insurance is right for you and your dog.
Unfortunately no, pet insurance is not tax-deductible in Australia. The reason is that owning a pet is considered a private cost, this includes their veterinary treatments, medications, food and the like. Any costs associated with owning a pet are not allowed to be tax deducted under Australian tax law. It is recommended before purchasing or rescuing a dog or cat to understand the total costs involved with owning a pet over their lifetime.
Routine Care is a non-insurance optional benefit. Also known as wellness or preventive care, it refers to the regular, planned healthcare activities and services that help maintain your pet’s overall well-being. These are typically proactive measures aimed at preventing illness or addressing routine health needs.
Routine Care coverage typically includes a capped reimbursement amount annually for expenses associated with the following types of services and treatments*:
*Subject to limits and exclusions
It’s important to note that Routine Care coverage is typically not included in standard pet insurance policies but can be added as an optional extra for an additional premium. Whether or not you should opt for Routine Care coverage depends on your pet’s specific needs and your preferences. At Pet Insurance Australia, Routine Care is only available on our Major Medical policies.
Before adding Routine Care coverage to your policy, consider whether it will be of benefit to you and your pet. It’s also essential to review the benefits and limits that may apply. To find out more about how Routine Care works with Pet Insurance Australia take a look here.
Pet insurance can provide several important benefits and here are some reasons to consider having it:
It’s important to note that pet insurance is not for everyone. Your decision to get pet insurance should depend on you and your pet’s individual situation. Before purchasing a policy, carefully read and understand the terms and conditions, including coverage limits, excess, and exclusions. This will help you make an informed decision about whether pet insurance is right for you and your pet.
A pet insurance excess, is the amount of money you are responsible for paying out of pocket before your insurance coverage kicks in to cover eligible veterinary expenses. It’s a cost-sharing mechanism between you and the insurance company.
Here’s how it works:
For example, if your pet has a covered medical expense of $500, and your policy has a $100 excess with an 80% reimbursement rate, here’s how it would work:
So, in this scenario, you would receive a reimbursement of $320, and you would have paid a total of $180 out of pocket ($100 excess + $80 of the remaining expenses).
The purpose of an excess is to share the financial responsibility between you and the insurance company. Typically, policies with a higher excess have lower monthly premiums, while policies with a lower excess have higher monthly premiums. It’s important to choose an excess that you can comfortably afford in the event your pet requires veterinary care.
When you select your policy at Pet Insurance Australia, you have the option to customise your excess amount at $0, $100, $200, or $500. This chosen excess will be clearly stated on your Certificate of Insurance.
Many pet insurance providers offer insurance for all creatures great and small, however, at Pet Insurance Australia we only offer pet insurance policies to cats and dogs that reside in Australia.
We know Australians love their pets and know the importance of good veterinary care, so you can add as many pets to your policies as you like. However, it’s important to remember that each pet will have their own unique policy number but grouped as a ‘family’. At Pet Insurance Australia you can gain access to the multi-pet discount, this is an incremental 5% discount for each additional pet you choose to insure after your first pet up to a maximum of 15%. For example, with your second pet insured you will receive a 5% discount, a 10% discount on the third and a 15% discount for four or more pets you choose to insure. As long as you add the exact same details (phone number, policyholder’s name, and address) during the sign-up process this discount will be automatically added to the policy.
Yes, you can enquire before your pet’s treatment to check if you are eligible for cover from your pet insurance policy for the expected costs associated with that treatment or surgery. Some vets will also request a pre-approval for you before treatment. This can help you with reassurance about whether you are covered or not, which can be very important if the treatment is going to be costly. You or your vet will need to provide your insurance provider with an itemised estimate of costs, alongside any relevant clinical records or veterinary history. Pet Insurance Australia will respond with an outcome in writing via email to you or your vet, depending on who applied for the pre-approval. It is important to understand that a pre-approval is not valid unless you have written confirmation from Pet Insurance Australia. If we agree to a pre-approval but the treatment provided by your vet differs from the treatment request in the pre-approval, then our assessment of the amount we cover under your claim may vary from the notified pre-approval amount. A variation in the amount we cover may also occur if you have reached your benefits limit or sub limit on the claim.
On your first claim, which requires a history check for pre-existing conditions, you will be required to provide your pet’s veterinary history. This includes any vet visits during the time before you took out pet insurance. It’s a good idea to keep note of the veterinary clinics you attend to ensure this information is easy to find when it comes time to make a claim. You will only need to provide this information for your first claim that requires a history check. For rescue or adopted pets, we understand that finding this information could be almost impossible, so for these pets we only take the veterinary history from the time you took ownership of the cat or dog.
Yes, like most insurance products, Pet Insurance Australia does have an annual benefit limit and also caps and limits that apply for certain conditions, treatments and illnesses. The current annual cap for Pet Insurance Australia is $30,000 for our Major Medical and Comprehensive policies and $6,000 for Pet Essential policies. For a quick and easy comparison and to find out more about the different limits and caps on all of our policies take a look here.
Most preventative treatments are not eligible for coverage in our policies, however, in our Major Medical policy under the Routine Care portion you can claim for an annual limit for certain preventative veterinary treatments. Preventive and routine items for your pet include but are not limited to food (regular or prescription), vitamins, nutraceuticals, supplements, vaccinations, microchipping, flea, tick, worm control, grooming and bathing of your pet, and non-medicated grooming products*.
*Subject to limits and exclusions
Alternative and complementary therapies also come under preventative treatments including acupuncture, physiotherapy or physical therapy, hydrotherapy, homeopathic remedies, laser therapy and chiropractic treatment*. In our Major Medical policies under Routine Care you can claim an annual amount towards some of these treatments, to find out more about how Routine Care works take a look here.
*Subject to limits and exclusions
Here’s how you can take to learn more about pet insurance:
Remember that pet insurance is a financial decision, and the right policy will depend on your individual circumstances and your pet’s unique healthcare requirements. Taking the time to research and gather information will help you make an informed choice that benefits both you and your pet.
To add an Authorised Person who may contact Pet Insurance Australia regarding your policy, you will need to contact our friendly team, This can be done via phone at 1800 043 552 , email at firstname.lastname@example.org or by reaching out to message one of our team via our social media platforms such as Facebook or Instagram. The team will then email you to confirm this person has been added to your policy.
Your policy will automatically renew yearly unless you have chosen to opt out of automatic renewals. This will be subject to the applicable terms and conditions of the policy for each policy period. We may also change the premium and the terms and conditions of the policy at the time of renewal, based on a combination of factors, including the risk associated with insuring your pet/s. At Pet Insurance Australia we offer renewal of your policy, at least 14 days before your current policy expires. At this time we will send you an offer of renewal confirming the expiry date of your policy, and the premium and terms on which we will offer to renew your insurance for the next policy period.
Unless you’ve chosen not to automatically renew your policy, your policy will automatically renew on those terms. Where you have opted out of automatic renewal, you’ll need to contact us after you’ve received your offer of renewal if you’d like to renew your policy. The notice will also remind you that you can opt out of the automatic renewal process at any time in the future, to check the information we have on your Certificate of Insurance is correct, and to review your insurance coverage to consider if the policy limits and level of cover are still right for you. Unless you opt out of automatic renewals or tell us that you don’t want to renew your policy, we’ll deduct/charge the renewal premium from your nominated account or credit card. See the ‘your payment account’ section in the Product Disclosure Statement (PDS) for more information.
Updating or changing your pet insurance policy details is easy with Pet Insurance Australia. You can simply drop us a line via email at email@example.com or call one of our friendly representatives at 1800 043 552 to change any details on your policy, you can also contact Pet Insurance Australia via messenger on our social media platforms including Facebook and Instagram.
You can easily update your postal address with Pet Insurance Australia by reaching out to our friendly team via email at firstname.lastname@example.org or phone at 1800 043 552, or logging into your Pet Portal account and changing the address manually. You can also reach out to our team via Facebook or Instagram who can help with this process.
Pet Insurance Australia offers three different pet insurance policies for Australian cat and dog owners, these include; Major Medical, Comprehensive and our Pet Essentials policy. Each policy has different annual limits, caps and sub-limits. For our Major Medical and Comprehensive cover you can expect a $30,000 annual limit, with Major Medical also having a $145 annual limit for Routine Care. These both offer a percentage of eligible vet bills covered for up to 80% and can choose an excess of $0, $100, $200 or $500. The eligible age for Major Medical and Comprehensive cover is from 8 weeks of age up until your pet’s 9th birthday. If you hold pet insurance with no break in coverage, you will have lifetime coverage for your pet.
Pet Essentials cover is our basic pet cover and has a $6,000 annual limit and a $1,000 per condition limit with up to 90% of eligible vet bills covered. This will reduce to 65% coverage on your pet’s 8th birthday. This cover is offered to pets from the age of 8 weeks up until the pet’s 12th birthday. To compare our policies and to help you choose the right coverage for your pet take a look here.
Depending on your coverage, annual limits, caps and sub-limits you can expect to receive a percentage of your eligible veterinary expenses reimbursed after the time of treatment. Unless you utilise a GapOnly® registered veterinary clinic, where you can claim on the spot, you will need to apply for your reimbursement via mail or through the Pet Portal located on our website. Reimbursement typically takes 2-3 business days as long as we have all required information, including any veterinary history notes and the itemised veterinary bill.
Pet Insurance Australia offers insurance from 8 weeks of age for puppies or kittens, however, you can sign up for pet insurance at any time. It is important to remember that we do have eligibility ages for older pets. You can’t gain access to pet insurance for Major Medical or Comprehensive after your pet’s 9th birthday, and for Pet Essentials after your pet’s 12th birthday, however, cats and dogs that hold policies with us with no break in the insurance will be covered for the life of your pet.
Your policy will commence at 11.59pm on the date your application is accepted and is listed on your certificate of insurance. Please note that acceptance of your application is not guaranteed, so you should always check to see whether a policy has been issued before claiming. You may claim for specified accidental injury as soon as your policy is effective. A 30-day waiting period applies from the commencement date of your first policy period for illness condition claims.
Note: for Major Medical and Comprehensive plans, there is a 6 month waiting period from the commencement date of your first policy period for cruciate ligament (or related) conditions. However, you may request to have this period waived by having your pet examined by your vet and submitting the completed prescribed Cruciate Ligament Exam Form in support of this request.
Please download the Cruciate Ligament Form here. Waiver of this waiting period is at the sole discretion of the insurer.
Your policy payment start date will be specified during the sign-up process. This can differ if any promotional periods have been added to your policy which may include free months of insurance. It is important to double-check this information on your policy during the time of sign-up. Your confirmation email will also state when your payments will begin and the amount you will pay. This will also be dependent on if you have chosen fortnightly, monthly or annual payments.
If you have misplaced your pet insurance documents you can request to have these sent to you by one of our friendly team. If you have lost your policy number, we can find you in our system with the details used on your policy including the full name of the policyholder, your pet’s name, your email, phone number and address linked to the policy. You can easily reach out to our team via phone, email or through one of our social media platforms such as Facebook or Instagram. You can also find your details of your policy on our Pet Portal, by simply logging in.
Pet insurance is different from life insurance, as your pet insurance policies only offer a percentage towards eligible vet expenses during the lifetime of your pet. Always check the Product Disclosure Statement (PDS) to check exactly what your policy does and does not cover.
To apply for a pet insurance, you would typically require the following:
Sometimes things change quickly, and at Pet Insurance Australia we understand this and offer a 21-day cooling-off period to ensure you are 100% happy with your policy. You can cancel at any time after the commencement or renewal date of your policy. As long as you have not made a claim during these 21 days and are not intending to make a claim, we will offer you a refund of any money received since the date of commencement. If you’ve made a claim during the cooling-off period and wish to cancel your policy, then any refund will be in accordance with provisions set out in the ‘Cancellation by you’ section of the Product Disclosure Statement (PDS). After the 21-day cooling-off period ends, you’ll still be able to cancel your policy and you have rights upon cancellation in certain circumstances under the policy. For more information see the ‘Cancellation by you’ section of the Product Disclosure Statement (PDS) for more information.
An excess with Pet Insurance Australia is the amount you choose to pay towards the cost of the claim/s for your pet. You can choose your level of excess with our Major Medical and Comprehensive policies from $0, $100, $200, $500. This will be shown on your Certificate of Insurance. Excess is calculated on a per-condition basis in a policy period, meaning this amount will be deducted per condition per policy year. Your excess also applies to each emergency boarding claim event. The excess will be deducted from your calculated claim benefits after we apply any benefit limit, sub-limit and the benefit percentage to your claimed amount.
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.
At Pet Insurance Australia we offer a cooling-off period of 21 days. During this time you can cancel your policy and expect a refund of any money received as long as there were no claims made during this period.
You may change your excess at any time, subject to the following eligibility rules:
Please note – any change to your excess during the current policy period will be subject to a change in premium.
These two very important documents can easily be found on our website and we highly recommend reading both of these documents before signing up for pet insurance. You can find both our Product Disclosure Statement (PDS) and our Target Market Determination (TMD) here.
Established in 1993, Pet Insurance Australia is a family-owned and operated pet insurance brand that has serviced the Australian Marketplace by offering only pet insurance for the last 30 years. With a reputation for excellence, Pet Insurance Australia is passionate about pets and helping Australian pet owners better prepare for unexpected veterinary costs. We cover a range of specified accidental injuries and illnesses with a refund for up to 80% of eligible veterinary bills. Pet Insurance Australia also offers a list of preventative care options under our Major Medical Cover.
Australia has one of the largest companion pet populations in the world. Due to this demand, our veterinarians can now offer a range of highly expensive and specialised care options for illnesses and injuries that save many pets’ lives. However, this high-end level of veterinary expertise comes at a cost. Pet Insurance helps bridge the gap by allowing many Australians the ability to access and pay for these types of treatments by providing a percentage towards the costs minus any excess, annual caps and sub-limits.
Yes, pet insurance premiums do increase annually due to various factors, including company policy, your pet’s age, and any claims you’ve made during the previous policy term. Here are some key factors to consider:
Yes, there is a waiting period when transitioning to Pet Insurance Australia. The waiting periods depend on the type of claim you want to make. For any eligible illness-related conditions, there is a 30-day waiting period. However, if you’re considering our Major Medical or Comprehensive plans and wish to make a cruciate ligament claim, there’s a longer six-month waiting period. You have the option to request a waiver of this waiting period after a veterinary assessment and by submitting a Cruciate Ligament Exam form. The decision to grant this waiver is solely at the discretion of the insurer. The good news is that eligible accident claims are not subject to waiting periods. They become effective immediately, providing you with coverage right away without any delays.
The waiting periods for pet insurance can vary depending on the insurance provider and the specific policy you choose.
For Pet Insurance Australia, a 30-day waiting period applies for any eligible claims related to illness such as cancer, diabetes and any other condition considered an illness^. Eligible Accident claims do not incur a waiting period. For Major Medical and Comprehensive plans, a six-month waiting period applies for any cruciate ligament claims; this period can be waived by having your pet examined by a veterinarian and lodging a Cruciate Ligament Exam form. The acceptance of this waiver is at the sole discretion of the insurer.
^Subject to limits, benefit percentage, excess and exclusions
You can pay your pet insurance premium fortnightly, monthly or annually. All installment payments will incur a $2.00 collection fee. Your premium will be directly debited from your nominated bank account or credit card.
Your premium is calculated when your pet insurance policy begins and at each policy renewal:
Your premium is calculated based on a combination of factors, which can affect the premium amount. These factors include the type of cover and options you have selected, as well as the breed and age of your pet. When your pet gets older, the risk of requiring treatment will increase, so the premium amount will increase to take these factors into consideration.
Your premium calculation may also include discounts or promotional offers. Some discounts may apply only in the first year of coverage. When these discounts come to an end, your premiums will increase.
Renewing policies and changes to your policy
Each year, we’ll notify you of changes to your annual premium. We consider the claims history for your pet, the average cost associated with the care for pets like yours, and the claims experience across all our insured pets.
We also consider how much your premium was previously, including any discounts that may have been applied. The same factors are also considered to calculate your premium if you amend your coverage.
Further details on the factors used to calculate your premium are detailed in your Product Disclosure Statement, which can be found under Downloads.
No. Pet insurance does not work like health insurance. Health insurance is ‘community rated’, which means that everyone pays the same premium for their health insurance regardless of their individual health status, age or claims history. This is not the case for pet insurance.
Health insurance providers can community rate health insurance because there are many other factors in the human health care system, such as Medicare and government rebates and subsidies, which is not the case with veterinary care and pet insurance.
Pet insurance claim reimbursements are paid for purely by the premiums received by those who insure their pets. For each person to pay a fair price for their pet insurance, premiums vary depending on your and your pet’s risk factors.
A premium is a fortnightly, monthly or annual amount you pay to hold your insurance policy with your pet insurance provider. A deductible is the amount of money the policyholder pays towards the cost of a claim. With Pet Insurance Australia, this is known as the ‘excess’. Excess is charged per condition per policy period, and the amount will be deducted from your approved veterinary cost reimbursement. For Major Medical or Comprehensive insurance plans, you can choose the excess amount on your policy ($0, $100, $200, $300).
Different providers will offer different levels of coverage and extras that will affect the premium amounts. For this reason, pet insurance costs will vary across other brands. When choosing a pet insurance policy, it is crucial to understand precisely what you are covered for and to carefully read the Product Disclosure Statement (PDS) and Target Market Determination (TMD) to ensure the product is right for you and your pet.
Yes, your pet insurance premium will increase each year. This is because of many factors, including the advancements in treatments available to pet owners, the pet’s age, breed, and other related issues. As with humans, as our pets age, they are much more likely to suffer from serious health issues, and this will be reflected in your premium costs. Each year, we’ll notify you of changes to your annual premium. We consider the claims history for your pet, the average cost of care for pets like yours, and the claims experience across all our insured pets. We also consider how much your premium was previously, including any discounts that may have been applied. The same factors are also considered to calculate your premium if you amend your coverage.
Further details on the factors used to calculate your premium are detailed in your PDS, which can be found under Downloads.
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.
Pet insurance will typically have age restrictions for policies. Understandably, as pets age, they are much more likely to suffer from severe and expensive complications, with many of them also suffering from pre-existing conditions which may be excluded from coverage. For this reason, we advise signing up for pet insurance when your pet is younger so you can take full advantage of your pet insurance coverage. However, you must research and ensure that pet insurance is right for you and your pet by carefully reading the Product Disclosure Statement (PDS) and Target Market Determination (TMD) to ensure the product is right for you and your lifestyle.
If you are still determining your pet’s age, it is crucial to speak with your veterinarian, who will give you an accurate estimation of the age of your cat or dog. They will consider your pet’s teeth, body shape, eyes, etc, to give you an excellent estimate of your pet’s age.
Pre-existing conditions are put into two categories at Pet Insurance Australia: Chronic or Temporary. If your pet has had a temporary condition subject to the pre-existing condition exclusion, we will automatically review it for you when you submit a claim.
You can also apply to have a temporary condition reviewed. Your vet will need to certify and provide veterinary records verifying that the condition is temporary and has not existed, occurred or shown noticeable signs, symptoms or an abnormality for 18 months. The pre-existing condition exclusion(s) will only be deemed lifted if 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 your first policy period or during any applicable waiting period, that condition will permanently be excluded from your policy.
To learn more about pre-existing conditions and how they apply to your cover, please review the relevant Product Disclosure Statement and Certificate of Insurance.
Yes, Pet Insurance Australia covers eligible hereditary and congenital defects, provided that there are no signs or symptoms prior to signing up to your pet insurance policy or during any waiting periods.
Yes, as long as your pet develops an ongoing condition after the waiting periods, maintains continuous coverage, and you renew the policy each year without any lapses, your pet will be covered for that condition for life.
Yes, similar to other insurance products, there are specific conditions not covered by Pet Insurance Australia. The extent of exclusions depends on the level of coverage you’ve chosen. These exclusions include pre-existing conditions that are considered chronic.
Additionally, our policies do not cover preventive treatments like flea and worming products, behavioural conditions, certain medications, and pet-related products such as bedding and crates#. Services like desexing, obstetrics, dental surgery and corrective treatments are also not covered by Pet Insurance Australia. Understanding your policy is crucial. To get a comprehensive view of what is covered and what isn’t, we recommend reviewing your pet insurance Product Disclosure Statement (PDS) and Policy Book. The General Exclusions section on your selected policy provides a detailed explanation of what is not covered. For more information, you can refer here.
Understanding the details of your policy is crucial. To get a comprehensive view of what is covered and what isn’t, we recommend reviewing your pet insurance plan’s Product Disclosure Statement and Policy Book. The General Exclusions section in your selected policy will provide a detailed explanation of what is not covered.
#Other exclusions apply.
Yes, all Pet Insurance Australia policies cover radiography, laboratory tests and diagnostic tests^. However it is important to note that if these are related to an illness, a waiting period may apply. For all illness cover, there’s a 30-day waiting period, and for cruciate ligaments, there’s a six-month waiting period. You can request a waiver for the cruciate ligament waiting period by having a veterinarian check and submit a Cruciate Ligament Waiver form. Approval of this waiver will be at the discretion of the insurance provider.
For illness coverage, there’s a 30-day waiting period, and for cruciate ligaments, there’s a six-month waiting period. You can request a waiver for the cruciate ligament waiting period by having a veterinarian check and submitting a Cruciate Ligament Waiver form. Approval of this waiver is at the discretion of the insurance provider.
^Subject to limits, benefit percentage, excess and exclusions
Yes, you can request to change the level of cover once you have your pet insured. You cannot however change the level of cover within a policy period if there has been claim reimbursement received by you. In this case, you may request to change your level of cover upon policy renewal. If moving to a higher level of cover, waiting periods may apply if they have not been served on the previous cover.
Yes pet insurance can cover cataract surgery, depending on your chosen level of cover, and whether your pet displayed symptoms before signing up or during any applicable waiting periods. However, if the cataract is related to a pre-existing condition, such as diabetes, it may not be eligible for cover.
Pet Insurance Australia does not provide cover for third party liability. In most cases, your home and contents insurance may cover costs related to third party liability, including damages caused by your pet.
Yes, our Major Medical and Comprehensive insurance plans provide cover for cruciate ligament conditions after a six-month waiting period, provided there are no symptoms prior to sign-up or in the waiting period. You have the option to request a waiver of this waiting period at the discretion of the insurance provider by undergoing a veterinary evaluation and submitting a Cruciate Ligament Waiver form.
Hip replacement is normally an exclusion under Pet Insurance Australia policies
At Pet Insurance Australia we offer pet insurance cover for cats and dogs that reside in Australia.
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
If your pet experiences a Specified Accidental Injury during the policy period, we provide cover for eligible vet expenses related to that injury subject to the following:
The Specified Accidental Injury must result from at least one of the following scenarios:
Alternatively, the specified accidental injury must be one of the following:
For more information on specified accidental injury cover, please refer to your policy booklet and Product Disclosure Statement (PDS) specific to your chosen policy here.
Our Major Medical and Comprehensive plans provide cover for eligible vet bills related to hip dysplasia as long as there were no signs or symptoms prior to sign-up or during any applicable waiting periods.
It is important to understand that if you choose to switch your pet insurance provider, waiting periods and pre-existing conditions may apply to your new policy. This means that a chronic pre-existing condition for which you’ve made a claim may not be covered under your new policy. Before switching providers, it is crucial to speak with a customer support professional to confirm that the new policy offers the same level of cover.
Eligible veterinary costs for damage or disease to the Anterior Cruciate Ligament (ACL) are covered under Major Medical and Comprehensive pet insurance policies with Pet Insurance Australia, provided there are no symptoms prior to sign-up or during the six month waiting period. You can apply to have this waiting period waived at the discretion of the pet insurance provider by submitting a Cruciate Ligament Waiver form.
For good reason declawing is an illegal practice in many states in Australia. Unless the declawing is the result of an accident or emergency your pet insurance will not cover for the costs involved.
Many pet insurance policies will cover for the eligible costs towards diabetes as long as there are no signs or symptoms prior to sign-up or during any waiting periods that may apply. It is important to note that all illness claims with Pet Insurance Australia have a 30-day waiting period.
Depending on your chosen level of cover, eligible costs towards MRI and Radiology will be covered for your pet. It is important to remember that if the MRI is related to a condition/illness during a waiting period or a pre-existing condition it will not be coverable in your policy.
Spaying and desexing are elective procedures and typically not covered in your policy. However, our Major Medical policy offers an annual benefit for the cost of spaying as part of our optional non-insurance benefit section of Routine Care.
There is no time limit for submitting a claim for your pet. However, it is essential to understand that the date your pet received treatment will fall into that annual policy period, and your limits for that period will be adjusted accordingly.
At Pet Insurance Australia, we understand that many shelter and rescue pets do not have a history of veterinary care. For this reason, we only take the veterinary history from when you took ownership of your rehomed companion. Proof of adoption may be required on your first claim, alongside any veterinary history notes from the time of adoption.
You can claim for a range of eligible consultations and veterinary visits in your pet insurance plan. Depending on your level of coverage, you can claim an annual limit per policy period for the actual cost of the consultation. Our Major Medical policy includes a $500 limit and our Comprehensive policy includes a $300 limit. These limits only apply to the actual price of the veterinary visit and are separate from the costs associated with any eligible illness or accident.
Your policy will commence at 11.59 p.m. on the date your application is accepted and is listed on your certificate of insurance. Please note that acceptance of your application is not guaranteed, so you should always check whether a policy has been issued before claiming.
You may claim for specified accidental injury as soon as your policy is effective.
A 30-day waiting period applies from the commencement date of your first policy period for illness condition claims.
Note: Major Medical and Comprehensive plans have a six-month waiting period from the commencement date of your first policy period for cruciate ligament (or related) conditions. However, you may request to have this period waived by having your pet examined by your vet and submitting the completed prescribed Cruciate Ligament Exam Form to support this request.
Please download the Cruciate Ligament Form here. Waiver of this waiting period is at the sole discretion of the insurer.
If you have made a successful claim for a condition and have not paused or switched providers, this condition will be coverable for the life of your pet. However, it is necessary to note that an excess may apply per year. Excess is charged per condition per the annual policy period.
You can use any registered veterinarian in Australia to treat your pet to claim for an eligible veterinary expense.
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.
Pet insurance is a reimbursement system, meaning you pay your veterinary costs and then apply for eligible reimbursement from your insurance provider, allowing you to utilise any registered veterinarian in Australia. If you are using the GapOnly® service, where you can claim on the spot, it is essential to check that your chosen veterinarian supports this service.
At Pet Insurance Australia, we certainly understand the important bond pets share with their veterinarian. You can visit any registered veterinarian in Australia to make an eligible claim.
If you choose to switch pet insurance providers, you must provide an entire vet history for your first claim with your new provider. Pet insurance providers do not transfer vet history notes. Please note that waiting periods and pre-existing conditions may also affect your new policy.
GapOnly® is a revolutionary platform allowing you to claim for eligible veterinary expenses on the spot at a participating veterinary clinic, enabling you to only pay the ‘gap’ (the difference between your vets invoice and the eligible claim benefit under your policy). This difference may consist of annual limits, exclusions or excess.
If your veterinary clinic offers the GapOnly® service, your vet will lodge a claim on your behalf with your insurance provider. This typically takes around 10 minutes. Once the claim has been approved, you pay the ‘gap’ and go.
Suppose your current veterinarian does not support the GapOnly® service. In that case, you must pay your vet bill upfront and then apply for a reimbursement for eligible veterinary costs to your insurance provider, either online or via mail.
Contact your current veterinarian and check if they support this platform. During or before your visit, let your vet know you wish to use this service. Remember to ensure you have all your insurance information, including the pet insurance provider’s name and policy number. Your vet will then lodge the claim for you (assessment typically takes around 10 minutes) and if the claim is accepted, you will pay the ‘gap’ and go.
Claiming with GapOnly® is simple. Check that your veterinarian supports this platform and advise them you wish to claim your eligible veterinary expenses using the system. Your veterinarian will take care of the rest, lodging the claim for you on the spot. This usually takes around 10 minutes. If the claim is accepted, you pay the ‘gap’ to your veterinarian and go.
GapOnly® claims typically take 10 minutes to process at your local veterinary clinic.
Yes, if you contact your veterinarian with all the relevant information, like your pet insurance provider and policy number, and if they have an invoice ready, you can request they put through the claim with GapOnly® before you pick up your pet.
You can use GapOnly® for all eligible vet treatment costs outlined in your Certificate of Insurance and Policy Booklet. It is essential to understand that GapOnly® will only cover the costs your pet insurance provider has approved. Caps, annual limits, excess and if the treatment is eligible for cover will also affect the claim through GapOnly®.
GapOnly® works alongside your pet insurance provider to allow your veterinarian to lodge claims on your behalf. It is important to seek pre-approval through your pet insurance provider before treatment and check if your veterinary clinic supports the GapOnly® platform.
Yes, you can access VetChat anywhere at any time, allowing you to connect with an experienced Australian registered vet to help you within minutes via online chat or video call. VetChat is available 24 hours, seven days per week, to provide vet-related answers and credible advice on if your pet can be treated at home or needs to be examined by a veterinarian or an emergency veterinary hospital.
VetChat works as an advice platform. They can offer at-home treatment options or advice on if you need to take your pet to a veterinarian for further examination. VetChat cannot tell you if you are covered for any treatments or have access to your policy information. To check your level of coverage, you will need to contact your pet insurance provider.
VetChat will not treat your pet for any conditions, however they can provide you with advice and any in-home treatment plans or confirm if your pet needs to visit a vet in person. With Pet Insurance Australia your policy gives you access to a complimentary VetChat membership.
You can access trusted vet care online with VetChat at any time. VetChat will connect you with an experienced Australian registered vet to help your pet in minutes via online chat or video call.
Once your policy with Pet Insurance Australia has been accepted, you will receive email prompts on how to access your complimentary membership with VetChat. Your registration will begin from the day your policy starts.
VetChat will put you in touch with a registered Australian veterinarian for advice on your pet’s health and well-being within minutes.
As long as Pet Insurance Australia continues to partner with VetChat, you will have access to this service.
The length of time your consultation will take with VetChat will depend on your pet’s conditions and needs. Times will vary depending on the severity of the case and if you will need to speak to your local veterinarian for additional treatment. Typically, the video calls and chat rooms are for a 20-minute duration, with a follow-up call 24 hours later. An email summary will also be sent after your consultation.
You can access this service when you need it, 24/7.
VetChat offers professional veterinary advice from registered vets in Australia. They can provide peace of mind and guidance on pet-related concerns. Your VetChat vet may also advise you to seek the help of a veterinarian for an in-person check-up.
VetChat supports different types of uploads, including jpeg, png, heic, .mp4 and .mov. If you are having issues uploading photos or media, check your network connection and data allowance particularly for large files. If you are still experiencing issues, your VetChat vet will assist you during your consultation.
You can use any digital device that is internet accessible to access the VetChat online service. It’s crucial your device can support images and video.
If you have issues connecting to the video for your VetChat consultation, check your internet connection and if your device supports video streaming. If you still have issues, your VetChat vet will assist you during your consultation.
VetChat can connect you with an Australian registered vet from anywhere at any time, 24 hours a day, seven days per week. You can access the VetChat service from anywhere in Australia.
VetChat has an array of professional and highly experienced Australian registered veterinarians with 5+ years of experience in veterinary care.
VetChat is a veterinarian advisory service that can assist you with immediate advice on the care and well-being of your pet. If your pet needs hands-on care and medication, your local veterinarian will need to see your pet in person to ensure correct monitoring of the treatment plan and prescribed medication.
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.
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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 email@example.com. You can also access our underwriter’s Family Violence Policy here, and their website also contains additional accessible ways you can contact us.