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 claimreview@petsure.com.au 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.

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 symptoms for a period of 18 months. The pre-existing conditions 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 your first policy period or during any applicable waiting period, that condition will always be excluded from your policy.

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.

Yes, your premium will increase each year. This is for two main reasons:

Reason #1: Just like humans, the older our pets get, the more likely they are to have health hiccups. Cats and dogs age faster than we do, which means that their likely veterinary treatment costs go up rapidly each year too. As a result, the cost of insuring your pet will also increase as they get older.

Reason #2: The overall cost of medical treatment for pets has increased in recent years due to the increased availability of medical treatments and technology-enabled services and ongoing demand for these services. The treatment options and advancements in technology are providing us with the opportunity to give our pets a high quality of life for longer.

Yes, it is covered under our Best in Show Cover, subject to a 6-month waiting period.

We do not provide cover for pre-existing conditions, unless they meet the requirements of a temporary condition.

Cruciate ligament conditions are not covered under temporary conditions.

Unless you tell us that you do not want your policy renewed, we will automatically renew and/or replace 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 and/or replace. It will also remind you that you can opt-out of the automatic renewal/replacement process. We will deduct/charge the renewal/replacement premium from your nominated account/credit card unless you tell us not to.

Your pet needs to be under the age of 9 years when first applying.

You can choose between multiple annual excess options – $0, $200, $500 or $1,000.

Annual excess is the amount you contribute towards claims each policy period. Once you’ve reached your chosen excess, no further excess applies for the rest of that year. A higher excess can lower your premium, but increase out-of-pocket costs when you claim.

Note: $500 excess is not available with the 70% benefit percentage. $1,000 excess not available with the 70% benefit percentage or $7,500 annual benefit limit

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)

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.

As with most insurance products, there are certain situations where you will not be covered.

Pre-existing conditions

Pre-existing conditions are health problems that you or a person in similar circumstances would have been aware of before your pet insurance started, or during any applicable waiting period at the start of the policy. Some conditions may be eligible for review after 18 months.

Other general exclusions

General exclusions are not covered under your policy.

Examples:

• Dental care (unless Booster Care is selected) 
• Behavioural conditions (unless Booster Care is selected)
• Desexing (unless Routine Care (non-insurance benefit) is selected)
• Breeding or obstetrics
• Elective treatments (cosmetic procedures, declawing, tail docking)
• Injuries from organised fighting or hunting

A Bilateral Condition is a Condition affecting body parts of which the Pet has at least two, one on each side of the body (for example, ears, eyes, knees and elbows). Bilateral Conditions will generally be covered if you have the appropriate level of Cover, and the Condition is not a Pre-existing Condition or subject to a general exclusion.

When applying a limit, exclusion or excess, a Bilateral Condition will be considered a single Condition. For example, if your Pet displays signs or symptoms of an ear Condition in the left ear prior to the Commencement Date of your First Policy Period or during the applicable Waiting Period, a subsequent ear infection in the right ear will still be considered to be a Pre-existing Condition.

We have specific waiting periods that apply, and these are detailed in the Product Disclosure Statement:

• 2 days for accidental injuries
• 30 days for illnesses
• 6 months for cruciate ligament conditions
• Booster Care (where selected)
• 6 months for specified dental conditions
• 30 days for behavioural conditions like anxiety, phobias or compulsive disorders

The waiting period that applies to specialised therapy treatments is based on the condition being treated, whether an illness or an accidental injury.

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 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.

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 or lapse. Cover and renewal and/or replacement is subject to the applicable terms and conditions of the policy for each policy period. See details in your Product Disclosure Statement.

That depends on the cover you choose. You have the option to choose a benefit percentage of 70%, 80% or 90%. Your selected Benefit Percentage will be on your Certificate of Insurance.

For example, if you take out a policy with an 80% Benefit Percentage, we will reimburse up to 80% of the eligible vet expenses (excess deductions, claim limits, conditions and exclusions apply).

You can cancel your policy with us at any time 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.

We’ll retain the portion of the premium that relates to the period that you’ve been insured up to your cancellation date. Where you have paid for a period in advance (e.g., for the full fortnight, month or year), we’ll refund that proportion of premium for the time remaining on the policy (less any non-refundable government or statutory charges).