FAQs

What is defined as an accidental injury?

An accidental injury is an unforeseen event that results in visible, physical or bodily injuries to your pet. For example: broken bones as a result of dog and cat fights, or injuries resulting from a motor vehicle accident.

 

What is defined as an illness?

An illness means an unexpected sickness or disease or any change to your pet’s normal healthy state which is not caused by injury to your pet. For example upset stomach, skin conditions, ear infection, poisoning.

 

Do you cover hereditary and congenital defects?

Yes, provided symptoms or signs of these defects were not present prior to the commencement date of your policy or during the 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. If the cruciate ligament ruptures, the joint becomes unstable and as a result there would be intense pain and inflammation would occur. 

 

What waiting periods apply?

Some Conditions are covered from your policy Commencement Date while others have a thirty (30) day or a six (6) month period. Refer to the applicable Product Disclosure Statement for further information. 

 

How are premiums calculated?

 

New policies

Your premium is calculated using a combination of factors about you and your pet. These factors can affect the premium amount up or down depending upon whether we believe it increases or decreases the risk to us, such as the cover you have chosen, the benefit percentage applicable to the cover you have chosen, where you and your pet permanently live, your age and the species, breed, gender of your pet, the current age of your pet, the age you first insured your pet, and other factors related to our cost of doing business.

 

Renewing policies

Factors that are taken into consideration for renewal premium calculation include your pet’s age, breed, location, duration for which your pet has been insured, claims history, as well as data relating to the health of pets that are a similar age and breed. Each year your premiums are reviewed based on these factors to accommodate for the costs of possible treatment up to your annual benefit limit, in the event that your pet becomes injured or ill.

 

Will my premium increase every year? 

 

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: Advancements in Veterinary Treatments.

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 great opportunities to give our pets a great quality of life for longer.

While this is great news for the care of our pets, these treatments come at a significant cost. Year on year treatment costs increase, and this is factored into the cost of pet insurance.

 

Please see ‘How are premiums calculated?’ for more information about calculation of premiums.

 

Is my premium calculated the same way as my Private Health Insurance?

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 are able to community rate health insurance because there are many other factors at play 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. In order for each person to pay a fair price for their pet insurance, premiums vary depending on your and your pet’s risk factors.

 

Policy Information

 

How do I make a claim?

When you take out a Petinsurance.com.au policy, you will be able to register with a secure pet portal, where claiming is easy – simply upload a copy of your vet’s tax invoice and consultation notes. If it is your first claim you will need to attach a full veterinary history. You can call the friendly Petinsurance.com.au customer service team for claim forms if you do not have access to customer portal.

 

Can I use my own vet?

Yes. You can use any vet who is licensed to practice in Australia.

 

How much of the vet bill will be covered?

Depending on the policy you choose, you will receive up to 80% of the total cost of eligible treatment for your dog or cat, up to the annual benefit limits. Certain expenses are not covered and these are set out in the Product Disclosure Statement (PDS).

 

Does my cover have an excess?

No, all Petinsurance.com.au policies have zero excess.

 

At what age can I start my pet’s insurance?

Puppy Accident Cover and Puppy Accident and Illness Cover

Your pet must be over the age of 8 weeks and under the age of 6 months when cover commences.

 

Unless you tell us otherwise, your cover will continue to renew after the age of 6 months, as long as there is no break, lapse or change in the level of coverage, subject to the applicable terms and conditions of the renewal policy.

 

Dog Accident Cover and Dog Accident and Illness Cover

You can apply for Dog Accident and Illness Cover if your pet is over the age of 6 months and under the age of 9 years when cover commences. Your pet must be over 6 months to apply for Dog Accident Cover. There is no upper age limit to qualify for Dog Accident Cover. 

 

Unless you tell us otherwise, your cover will continue to renew after the age of 9 years, as long as there is no break, lapse or change in the level of coverage, subject to the applicable terms and conditions of the renewal policy.

 

Indoor Cat Illness Cover, Cat Accident Cover and Cat Accident and Illness Cover.

You can apply for Indoor Cat Illness Cover or Cat Accident and Illness Cover if your pet is over the age of 8 weeks and under the age of 9 years when cover commences. Your pet must be over 8 weeks of age to apply for Cat Accident Cover. There is no upper age limit to qualify for Cat Accident Cover. 

 

Unless you tell us otherwise, your cover will continue to renew after the age of 9 years, as long as there is no break, lapse or change in the level of coverage, subject to the applicable terms and conditions of the renewal policy.

 

What is not covered under my petinsurance.com.au policy?

Like most insurance policies, we have a few exclusions to keep your premiums low. These include, but are not limited to: pregnancy, elective procedures, grooming, behavioural problems, and pre-existing conditions. It is import that you read all of the policy documentation for full details of what is covered under each policy. 

 

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 the friendly Petinsurance.com.au 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. You also have the option to pay your premiums monthly or annually.

 

How do I renew my policy?
Your policy will automatically renew each year (unless you tell us otherwise) on the terms contained in the renewal offer and we will deduct/charge the renewal premium from your nominated account/credit card unless you tell us not to. This way, you don’t have to worry about your pet’s cover lapsing unless you don’t accept the renewal offer or don’t pay the premiums when they are due. Each year a renewal notice will be sent to you advising you of the renewal date and any changes that may have been introduced to your existing level of cover.

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