General Information

If you have a complaint
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 cant 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 10 1234
Writing: Petinsurance.com.au, Customer Service Complaints, Locked Bag 9021 Castle Hill NSW 1765


Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.


 Internal Dispute Resolution
If we havent resolved your complaint to your satisfaction, at your request (refer to contact details provided for 1 Immediate Response), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business days of being escalated. The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.


 External Dispute Resolution
In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.


AFCA is an independent dispute resolution service provided free of charge. You may contact AFCA at:
Australian Financial Complaints Authority (AFCA)
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Websitewww.afca.org.au
Email[email protected]

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.

Policy 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 [email protected] 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.

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 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.

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 Petinsurance.com.au, 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 PetInsurance.com.au 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 Petinsurance.com.au 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 Petinsurance.com.au 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 Petinsurance.com.au by a friend. It was quick and easy to apply online and I was very happy with the price.