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.

General Information

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.

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.

An Illness means a 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.

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

Policy Information

When you take out a 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 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.

Dog Cover

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.

Puppy Cover

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 23:59 on the day that your proposal is accepted by us. On our Cat, Dog and Puppy Cover options, you 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 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 start of the policy. 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.

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 that showed clinical signs before taking out the insurance. It is important that you read all of the policy documentation for full details of what is covered under each policy. 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 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.

Your policy will automatically renew each year (unless you notify 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. 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 policies.

Bridget for Bentley

I took out pet insurance online from 11:59pm on the day before I collected Bentley. I had a 3 hour drive home and didn't want to take any chances. Since then I've submitted a couple of claims for his vaccination and desexing, and the claims process is a breeze. I have Bentley's details set up in the Portal and I just log in, upload a photo of the vet's invoice, and submit the claim. I receive a text message within a few hours, confirming that the claim has been received and the next thing I know the payment goes directly into my bank account. It really is easy!!

Chloe for Uno

Before choosing to insure with, I did a lot of research with other companies and found myself comparing policies to ensure I got the best cover possible for Uno and at a reasonable price.
Over the course of the past four months, I have had to make a claim twice due to an unfortunate and very serious illness Uno had, and was so relieved at how simple the claim process is and had no issues receiving my reimbursement. I am very pleased with this company and would recommend it to anyone looking for pet insurance!

Julie for Rio

Animals are everything good and pure, unconditional love and unspoiled affection. Owning a pet is a privilege and obligation. Loving your pet means looking after them and pet insurance is a great way to be a responsible pet owner.

Jamie-Lee for Avery

I love my dog Avery, and his health is paramount to me. I like knowing my happy go lucky boy is covered for any accidents he may have.

Tina for Jasper Lloyd

Making a claim for my Jasper Lloyd through could not have been easier. Vet visit, paid the bill, scanned the forms and away we were! I kid you not - that simple! Even Jasper Lloyd was laughing at how quick the process was… as you can see!! Both of us are delighted with the company :)

Annette for Tilly

Annette for Tilly

I was always planning to get Tilly insured, but hadn’t got around to getting cover. I came across a ad on a flight to Melbourne and got a quote on my mobile while I waited for a cab. It was cheaper than I thought. So I applied and got her covered. It was so easy, and I earn Velocity Points too!

Naomi for Eric and Jenny

Naomi for Eric & Jenny

I live near the national park, so I always make sure the dogs have cover, but I didn’t really want to pay for Eric and Jenny as they never leave the house. I saw an ad on Facebook talking about Indoor Cat Insurance and got a quote to see how much I would be up for, I was surprised at how cheap it was, so all four of my fur babies have insurance now.

Jessica for Yeezy

I had to travel overseas and I had only just brought home my new Labradoodle puppy (Yeezy). I woke up in the middle of the night on my trip feeling worried that something would happen to him. I compared a few pet insurers and found had Puppy Cover. I applied for cover and received the paperwork within minutes. It was such a relief.

Michael for Cougar

Michael for Cougar

I wanted to make sure Cougar could run around and continue doing what he loves without having to worry about any associated vet bills. He’s getting older, so I want to be able to give him the best care if anything happens. I was referred to by a friend. It was quick and easy to apply online and I was very happy with the price.