Forms and PDS
Frequently Asked Questions
Don’t let the cat get your tongue. Feel free to ask us any questions you might have about getting the right pet insurance.
If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will do our best to work with you to resolve it. You should first contact one of our Customer Service consultants on 1300 855 663. If, after speaking to our team, you are still not happy with the outcome, you can take your matter further by contacting our Internal Dispute Resolution Committee.
Internal Dispute Resolution Committee Mail:
The Complaints Officer
Locked Bag No. 9021 Castle Hill NSW 1765
Phone: 1300 855 663 (Monday to Friday between 8:00am and 8:00pm AEST – except public holidays)
Fax: 1300 367 229
Remember to provide us with your name, policy number and full details relating to your complaint.
Your concerns will be investigated by the Committee and, provided that we have all the necessary information, we will inform you of the outcome within 15 working days of receiving your letter, email or phone call. If we are unable to resolve this matter in 15 working days, we will let you know and will provide a final response no later than 45 days from the date we received your complaint.
If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction or does not provide you with an outcome within 45 days of receipt of your complaint, you may refer the matter to an external dispute resolution scheme.
This is a free service to consumers to assist in resolving complaints.
If you are lodging your complaint before 1 November 2018 you should contact:
The Australian Financial Complaints Authority
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001
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 pets when they need it most.
At this stage we only offer insurance for dogs and cats.
Specified Accidental Injury means Physical harm or injury arising from an accident. For the purposes of this policy, an accident is:
- a single specific, unpredictable, unusual and unintended external event which occurs at a particular time and place, with no apparent or deliberate cause but with marked effects; and
- is independent of any other cause including any Pre-existing Condition.
Illness means a sickness, disease or Specified Illness which:
- is not included under Specified Accidental Injury Cover;
- is independent of any Pre-existing Condition.
Yes. Provided they have not shown noticeable signs, symptoms or an abnormality at any time before the Commencement Date of the First Policy Period or during any applicable Waiting Period.
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 and 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.
A cruciate ligament condition means partial or complete rupture of the cruciate ligament(s). This includes meniscal tears, any looseness of the cruciate ligaments along with any complications following treatment for this condition.
Note: A Cruciate Ligament Condition is considered a single Condition irrespective of whether one or both legs are affected.
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 or your vet 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.
See your Product Disclosure Statement for more information and examples of pre-existing conditions.
You can apply to have Pre-existing Conditions Reviewed. See the Pre-existing Conditions page for more information.
You may cancel your policy at any time. We understand circumstances can change and would like to see if we can help keep your cover active. Please call our customer service team on 1300 855 663 or send us an email at firstname.lastname@example.org so we can discuss your options.
If you do decide to cancel, we will issue a pro-rata refund for the uninsured period where premiums are paid annually, less any applicable government or statutory charges. If you pay by instalments, we will not deduct any further premiums after the date of cancellation.
As with most insurance products, there are certain situations where you will not be covered. There are some general exclusions such as:
• Conditions which occurred prior to commencement of your policy or during any applicable waiting period ('pre-existing conditions')
• Routine or preventative Treatments
• some Elective Treatments and procedures and breeding or obstetrics.
There may also be specific exclusions which may apply to specific levels of Cover.
It is important that you read all of your policy documentation for full details (including Section 2 to Section 4, your Certificate of Insurance and ‘Section 5 – General Exclusions’ of your PDS).
When you take out a Petinsurance.com.au policy, you will be able to register for our 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 our friendly customer service team on 1300 855 663 for claim forms if you do not have access to customer portal.
Yes. You can use any vet who is licensed to practice in Australia, other than yourself.
No, but for further information about what we cover, please read the Product Disclosure Statement (PDS).
Depending on the plan 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. These are set out in the Product Disclosure Statement (PDS).
No, all Petinsurance.com.au policies have zero excess.
Cat & Indoor Cat Cover
Cats can be insured from 8 weeks of age. For our Accidental Injury and Illness Cover and Indoor Cat Cover, your cat must have joined before its 9th birthday. There is no upper age limit for our Accidental Injury Cover option, so any cat older than 8 weeks of age can join.
Dogs under the Dog Cover plans can be insured from 6 months of age. For our Accidental Injury and Illness Cover, your dog must have joined before its 9th birthday. There is no upper age limit for our Accidental Injury Cover option, so any dog older than 6 months of age can join.
Dogs under the Puppy Cover plans can be insured from 8 weeks of age up to 6 months of age. For dogs older than 6 months of age you may take out a policy under the Dog Cover options.
Yes, once your pet is insured with us as long as there is no break, lapse or change in the level of coverage after reaching the age of 9, your pet is covered for eligible vet expenses for life (subject to the Policy terms and conditions).
Your policy will commence at 11:59pm on the day that your proposal is accepted by us. On our Cat, Dog and Puppy Cover options, there is no waiting period for specified accidental injuries and you may claim immediately after the policy has started. You may claim for illness conditions that arise 30 days after the commencement date of your first policy period. Note: There is a 6 month waiting period that applies for cruciate ligament injuries and conditions, irrespective of your cover level, which may be waived on application by completing the "Cruciate Ligament Form". For more information on waiting periods, please refer to the Product Disclosure Statement.
On our indoor cat plan, you may claim for illness conditions that arise 30 days after the commencement date of your first policy period. Note: there is a 6 month waiting period that applies for cancer. For more information on waiting periods please refer to the Product Disclosure Statement.
As with most insurance products, there are certain situations where you will not be covered. There are some general exclusions such as pre-existing conditions, dental procedures, fractured teeth, routine or preventative treatments (unless Routine Care cover is purchased, which provides a contribution up to the Routine Care limits), some elective treatments and procedures and breeding or obstetrics. There may also be specific exclusions which may apply to specific levels of Cover. For a list of general exclusions refer to the general exclusions section of the applicable Product Disclosure Statement.
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 into our friendly customer service team on 1300 855 663 who will be happy to organise it for you.
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.
Unless you tell us that you do not want your policy renewed, we will automatically renew 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. It will also remind you that you can opt-out of the automatic renewal process. This way, you don’t have to worry about your pet’s cover lapsing, unless you don’t pay the premiums when they are due.
Petinsurance.com.au is issued by The Hollard Insurance Company Pty Ltd (Hollard) ABN 78 090 584 473, AFSL 241436 of Level 12, 465 Victoria Avenue, Chatswood NSW 2067. Hollard is the insurer and issuer of Petinsurance.com.au policies.
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 noticeable signs, symptoms or an abnormality for a period of 18 months.
This can also automatically be reviewed when you submit your first claim.
The pre-existing condition 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 the first policy period or during any applicable waiting period, that condition will always be excluded from your policy.
See our Pre-Existing Conditions page for more information.
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.