The reality is that at some time in your cat or dog's life they are likely to need veterinary treatment. And as most pet owners know, vet bills can be expensive, in some cases costing thousands of dollars. Pet Insurance can help provide you with financial assistance and the best care for your pets when they need it most.
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.
Your policy will commence at 11:59pm on the day that your proposal is accepted by petinsurance.com.au. 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 specified 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.
For your convenience you can insure multiple pets with us. 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 130 935 who will be happy to organise it for you.
Yes. You can use any vet who is licensed to practice in Australia, other than yourself.
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 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.
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.
Yes, generally hereditary and congenital defects will be covered 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.
If any Condition existed or occurred prior to the commencement date of the first policy period or within any applicable waiting period, and you or your Vet were aware of the Condition, or a reasonable person in your circumstances would have been aware of the Condition, then it may be considered to be a Pre-existing Condition and excluded from Cover. This is the case, irrespective of whether the underlying or causative Condition was diagnosed at the time.
Whether such a Condition is a Pre-existing Condition will depend on its nature and experience. Outside of any applicable waiting period, if your Pet has a Temporary Condition that is considered to be a pre-existing condition (because it occurred or existed prior to the Commencement Date of the First Policy Period, or during any applicable Waiting Period, but that Condition 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.
Hereditary Conditions and congenital Conditions will also not be considered a Pre-existing Condition if 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.
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 and sub-limits. Certain expenses are not covered and there are also exclusions that apply. These are set out in the Product Disclosure Statement (PDS).
Managing your policy
There are a few ways to claim but the most common is through the pet portal. When you take out a policy, you will be able to register for petinsurance.com.au’s 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 petinsurance.com.au’s friendly customer service team on 1300 855 663 for claim forms if you do not have access to customer portal.
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. If you pay your premium by fortnightly or monthly instalments, you will be charged a collection fee per instalment.
Yes. If your pet requires treatment and you wish to seek pre-approval of those costs, you can provide petinsurance.com.au with the itemised estimate of costs from your vet, along with the treatment required and relevant clinical records and/or veterinary history, and they will respond to you in writing with the outcome.
A pre-approval shall not be deemed to be valid unless petinsurance.com.au have agreed to it in writing. The reimbursed amount may vary from the pre-approval if the Treatment provided by your Vet differs from the Treatment request in the pre-approval.
Note: Pre-approvals are not mandatory and are not required in order to make a claim under your policy.
Unless you tell petinsurance.com.au that you do not want your policy renewed, petinsurance.com.au will automatically renew your policy on its expiry. Petinsurance.com.au 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.
Yes, once your pet is insured with petinsurance.com.au as long as they continue to provide this product and 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 applicable terms and conditions of the policy for each renewal period).
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.
All our Petinsurance.com.au policies offer up to 80% back on eligible vet bills with no additional excess.
Australian Unity’s Pet Insurance is offered in partnership with Petinsurance.com.au. Pet insurance policies are 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, distributed by Pet Insurance Pty Ltd (ABN 38 607 160 930; AR No 1234944) (PIPL) and PIPL’s authorised distribution partners, including Australian Unity Bank Limited (ABN 30 087 652 079 AFSL No 237994), and administered by PetSure (Australia) Pty Ltd (ABN 95 075 949 923; AFSL 420183) (PetSure).
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.
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. Petinsurance.com.au’s 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, it can be resolved immediately on the phone. If petinsurance.com.au can’t immediately resolve your concern they will treat it as a complaint and take steps to resolve your complaint as soon as possible. They will acknowledge your complaint within one business day of receiving it.
Please contact them 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.
2 – Internal Dispute Resolution
If petinsurance.com.au haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1– Immediate Response’), they will escalate your complaint for review by their 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:email@example.com
At Australian Unity we do our very best to provide you with great service. But we understand that from time to time we may fall short of your expectations. If that’s the case, we want to hear from you. Please contact us.
Don’t let the cat get your tongue
Feel free to ask us any questions you might have about getting pet insurance.
Terms, conditions, waiting periods and exclusions apply. Petinsurance.com.au is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, is arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) is promoted by PetSure’s Authorised Representative (AR) Pet Insurance Pty Ltd ABN 38 607 160 930, AR 1234944 and distributed by Australian Unity Bank Limited ABN 30 087 652 079, AFSL No 237994. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing. PDS and Target Market Determination available here.
If you buy pet insurance Australian Unity will receive a commission which is a percentage of the premium paid to Hollard and PetSure may receive a portion of the underwriting profit, if any. It’s important that you read the Australian Unity FSG before acting on any advice or taking out insurance through us. You can download the Australian Unity Bank Limited FSG here.