Protection from
unexpected Vet bills.

Pet insurance helps protect your pet should they suffer an unexpected illness or injury. Petinsurance.com.au offers different levels of covers and may reimburse up to 70%, 80% or 90% of the eligible vet costs of treating unexpected injuries and illnesses, subject to policy terms and conditions.

Routine Care is a non-insurance optional benefit which may be added on your policy. It provides a contribution towards day-to-day routine care expenses for items such as vaccinations and deworming. Your Certificate of Insurance will show if you have the Routine Care benefit option, and will also show:

• the Routine Care items you are eligible to receive benefits for; and
• your annual Routine Care benefit limit

Best in Show Cover defines illness as a sickness or disease that is not an accidental injury, specified dental condition or behavioural condition. 

A wide range of illnesses are covered under Best in Show Cover, which may include: 

• skin allergies; 
• ear infections; gastrointestinal conditions such as gastroenteritis, intestinal parasites or pancreatitis; 
• masses, lumps and cancer; 
• eye conditions such as conjunctivitis, entropion or cataracts; 
• musculoskeletal conditions such as arthritis, hip dysplasia, elbow dysplasia, intervertebral disc disease (IVDD) or patella luxation (dislocating kneecap) no matter how the condition arises; 
• infectious diseases such as leptospirosis, heartworm, cat flu or kennel cough; 
• urinary diseases such as urinary infection, blood in urine or blocked bladder; 
• endocrine diseases such as diabetes, Cushing’s or hyperthyroidism; 
• emergency situations such as gastric dilatation and volvulus (GDV), seizures and anaphylactic reactions; 
• urogenital diseases such as pyometra, hooded vulva or enlarged prostate; 
• kidney diseases such as chronic kidney disease, acute kidney injury or kidney stones; and 
• respiratory diseases such as asthma, bronchitis or pneumonia.

Please note illness cover does not include cover for pre-existing conditions. Refer to the applicable Product Disclosure Statement for further details.

When you first apply, your pet needs to be under the age of 9 years

Your policy will reimburse up to 70%, 80% or 90% (the benefit percentage), of the eligible vet expenses for your pet, subject to the annual benefit limits and excess listed on your Certificate of Insurance. Refer to the applicable Product Disclosure Statement to see what is covered under your policy.

Cover is available over the life of your pet as long as Petinsurance.com.au continues to provide the product, and you renew your policy each year without any break or lapse in cover. Cover and renewal and/or replacement is subject to the applicable terms and conditions of the policy for each policy period. See details in your Product Disclosure Statement.

Pet insurance generally does not cover dental treatments, however, you can select optional Booster Care to help cover your pet.

Booster Care

Enjoy a $2,000 annual limit for a range of specified dental conditions and specialised therapies like physio, behavioural, hydrotherapy.

Cover for specified dental conditions:

• Scaling,
• Polishing,
• Dental x-rays, and
• Removal of teeth where medically necessary, due to:
  • Gingivitis
  • Abscesses
  • Dental disease arising from infection
  • Retained deciduous teeth
  • Cavities
  • Fractured teeth due to dental disease
  • Odontoclastic resorptive lesions.

You can also get cover for specialised therapies under Booster Care, including:

• Physiotherapy or physical therapy
• Chiropractic manipulation
• Acupuncture
• Hydrotherapy
• Treatment of behavioural conditions
• Consultations with a veterinary behavioural specialist

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.

 1 – 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

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.

2 – Internal Dispute Resolution
If we haven’t 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.

3 – 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
Website: www.afca.org.au
Email: info@afca.org.au