Petinsurance.com.au Website FAQ'S

1. Why should I consider Pet Insurance?

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 pet's when they need it most.

2. Does petinsurance.com.au insure pets other than cats & dogs?

At this stage we only offer insurance for dogs and cats. 

3. 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, dog and cat fights, or injuries resulting from a motor vehicle accident. 

4. 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. 

5. Does petinsurance.com.au cover hereditary and congenital defects?

Yes, provided symptoms or clinical signs of these defects were not present prior to the commencement date.

6. 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.  It can just be a simple slip on uneven ground that can cause a cruciate rupture.  If this happens the joint becomes unstable 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.

7. How do I make a claim?

To make a claim simply download a Pet Insurance Claim Form. Once you have completed and signed the claim form, take the form to your vet, and have your vet complete the applicable sections. Then mail your completed claim form and original receipts to Petinsurance.com.au, Locked Bag 9021, Castle Hill, NSW 1765.

Once we receive the documentation, your claim will be processed without delay and payment will be made to you either by cheque or transferred directly into your nominated account.
In many cases your claim can be processed directly without veterinary records being required.  However, in some cases veterinary records may be requested to assist in understanding some aspect of your claim to ensure it is processed correctly and fairly. Sometimes this can result in a delay in payment of claims.

All claims should be submitted and received within ninety (90) days of the vet Treatment being provided.

8. Can I use my own vet?

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

9. Does my pet need to be vaccinated to qualify for cover?

No, but we will not cover veterinary expenses related to any disease preventable by vaccination.

10. How much of the vets bill will be covered?

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

11. Does my cover have an Excess?

Petinsurance.com.au offers you a flexible choice of cover. We offer cover either with a zero excess or you have the choice of sharing in the claims risk with us by electing a choice of excess. Naturally if you elect an excess this will reduce the premiums you pay for your pets cover.

12. At what age can I start my pet's insurance?

Pets can be insured from 8 weeks of age. For our Accident and Illness Cover options, your pet must have joined before its 9th birthday. There is no upper age limit for our Accident Cover option, so any pet older than 8 weeks of age can join.

13. Can I continue to insure my pet as it gets older?

Yes, once your pet is insured with us we will guarantee to renew your pet's policy for life, provided there is no break in cover.

14. When will my policy start and when can I claim?

Your policy will commence at midnight on the day that your proposal is accepted by us. You may claim immediately for an accident occurring after the policy has started. You may claim for illness conditions that arise 30 days after the start of the policy. Note: There is a6 month waiting period that applies for cruciate ligament injuries and conditions irrespective of your cover level unless we receive certification from your vet that your pet has no cruciate ligament conditions at the commencement date of the policy

15. What is not covered under my pet insurance policy?

Like most insurance policies, we have a few exclusions to keep your premiums affordable. These include, but are not limited to: pregnancy, elective procedures, grooming, behavioural problems, and pre-existing conditions that showed clinical signs before taking out the insurance.

16. What if I have 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.

17. How can I pay my premiums?

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 at no extra cost.

18. How do I renew my policy?

Your policy will automatically renew each year (unless you choose otherwise) - so 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.

19. Who is the underwriter?

Petinsurance.com.au is issued by The Hollard Insurance Company Pty Ltd (Hollard) ABN 78 090 584 473, AFSL 241436 of Level 38, 2 Park Street, Sydney NSW 2000. Hollard Australia is a member of the international Hollard Insurance Group, which includes businesses in Australia, throughout Africa, in the United States, the United Kingdom and South East Asia. Hollard provides a wide range of insurance products and services to more than 6.5 million policyholders worldwide. The company currently employs over 1,500 people and holds assets exceeding A$1.7 billion.