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Say woof or meow
Call us
1300 855 663
Monday to Friday (except public holidays)8:00am to 8:00pm
Find us
petinsurance.com.au
Locked Bag 9021, Castle Hill, NSW 1765Write to us
petinsurance@petsure.com.au
or fill in the form below./Website/ContactUs-Form-Image.png)
Sniffing out some FAQs
Live Vet is available 24/7 through the Pet Portal, giving all petinsurance.com.au® policyholders access to qualified Australian vets at any time — including nights, weekends, and public holidays. Live Vet is provided alongside your policy at no extra cost, and is a good first step before deciding whether your pet needs an urgent clinic visit.
The petinsurance.com.au® customer service team is available Monday to Friday (except public holidays), 8:00am to 8:00pm, on 1300 855 663. For urgent pet health questions outside these hours, Live Vet is available 24/7 to all policyholders via the Pet Portal, giving you access to qualified Australian vets at any time.
We hope that you never have reason to complain, but if you do, we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.
Immediate Response
Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.
Please contact us using one of the following means:
Phone: 1300 855 663
Writing: petinsurance.com.au, Customer Service Complaints, Locked Bag 9021 Castle Hill NSW 1765
Immediate Response
Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.
Please contact us using one of the following means:
Phone: 1300 855 663
Writing: petinsurance.com.au, Customer Service Complaints, Locked Bag 9021 Castle Hill NSW 1765
Finding a GapOnly® vet near you is simple. Visit the GapOnly® Find a Vet directory, enter your location, and browse participating clinics in your area. With GapOnly® available at over 80% of Australian vet clinics, there is very likely a participating clinic close to you. Once you arrive at the clinic, ask your vet to submit a GapOnly® claim on your behalf and you only need to pay the gap on your eligible claim before you leave.
The Pet Portal is available through the petinsurance.com.au® website — click "Log In" and sign in with your registered email and password. From there you can manage your policy, access Live Vet, view documents, and submit or track claims. Use the password reset option on the login page if you've forgotten your details.
You can call petinsurance.com.au® on 1300 855 663, or fax on 1300 367 229. The customer service team is available Monday to Friday (except public holidays), 8:00am to 8:00pm. For faster answers to common questions, the PDS, Forms & FAQs page covers most topics without the wait.
Indoor cats can still face significant, unexpected vet bills — from hereditary conditions and serious illnesses like kidney disease or cancer, to household accidents like swallowing something dangerous. Indoor life reduces some risks, but doesn't eliminate them. Pet insurance can take the financial pressure out of an unexpected diagnosis, so you can focus on getting your kitty the care they need rather than the cost.
The PDS, Forms & FAQs page of the petinsurance.com.au® website covers the most common questions about cover, claims, excess, waiting periods, and more — it is the best starting point. For real-time pet health questions, Live Vet gives you 24/7 access to qualified Australian vets through the Pet Portal.
GapOnly® is available at a number of emergency and specialist veterinary centres across Australia. Use the GapOnly® Find a Vet directory to check whether your nearest emergency clinic is a participating provider before you need it.
If in-clinic care is not immediately reachable, PetSure's SafetyNet PetAssist offers free, round-the-clock vet telehealth support, giving pet parents direct access to qualified veterinary advice at any hour. Every GapOnly® claim contributes $1 toward keeping this service free and available to all Australians.
If in-clinic care is not immediately reachable, PetSure's SafetyNet PetAssist offers free, round-the-clock vet telehealth support, giving pet parents direct access to qualified veterinary advice at any hour. Every GapOnly® claim contributes $1 toward keeping this service free and available to all Australians.
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