Forms and PDS
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
Email: petinsurance@petsure.com.au
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
Online: www.afca.org.au
Email: info@afca.org.au
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 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 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 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.
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.
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.
