Frequently Asked Questions & Answers

For All Pet Lovers

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Welcome to our Pet Insurance FAQ hub! At Pet Insurance Australia, we’re excited to assist you in unravelling the mysteries of pet insurance. We know your furry companions are family, and our commitment is to make understanding their insurance coverage as seamless as possible. Whether you’re curious about coverage details, claims processes, or enrolment, this page is designed to be your go-to resource. Think of it as a friendly guide to ensure your pets get the care they deserve. If you can’t find what you’re looking for, our fantastic customer support team is ready to help. Thanks for entrusting us with your pets’ well-being—we’re here to make the journey together!

About Select & Protect

1. What is Select & Protect?

Select & Protect is Pet Insurance Australia’s newest and most competitive pet insurance policy. One flexible product that makes it easier to choose the level of protection your pet deserves. You simply select your annual benefit limit, benefit percentage, and annual excess from the options available to suit your pet’s needs.

We listened to our customers. Select & Protect simplifies pet insurance by removing confusing tiers and sub-limits. With one clear policy, flexible options, and valuable extras like MyPetPass® and access to GapOnly®, you can give your pet the care they deserve.

About Coverage

3. What does Select & Protect cover?

Select & Protect provides cover for accidental injuries and illnesses. This includes cover up to the policy limits for2:

  • The following types of care when your pet suffers from a covered condition: 
    • Surgery and hospitalisation 
    • Medications 
    • Specialist care and diagnostics (e.g. X-rays, ultrasounds, MRI)
    • Emergency vet visits
    • Cancer treatment
  • Hereditary and congenital conditions (unless pre-existing conditions)
  • Cruciate ligament conditions (after waiting period)

Optional extras:

  • Routine Care –Non insurance benefit ($200 annual contribution for preventative treatments like vaccinations, desexing, microchipping, parasite prevention, and more). Routine Care is a non-insurance benefit.7
  • Booster Care ($2,500 annual cover for specified dental conditions and specialised therapies like physio, acupuncture, chiropractic, hydrotherapy, and consults for behavioural conditions).13

Learn more about how Routine Care and Booster Care work.

No, but you are able to add optional Booster Care to your policy. With Booster Care you’ll be covered up to $2,500 for eligible vet expenses incurred for scaling, polishing, dental x-rays and tooth removal for specified dental conditions such as gingivitis, cavities, fractured teeth due to dental disease, abscesses, retained baby teeth, and more. Find out more. 

Please note: The Booster Care limit is the maximum amount payable during the policy period across both specified dental conditions and specialised therapies combined.

No, but you are able to add optional Booster Care to your policy. With Booster Care you’ll be covered up to $2,500 for eligible expenses for specialised therapies when deemed necessary by your vet to treat a covered condition. This includes holistic therapies such as physiotherapy, hydrotherapy, acupuncture, and chiropractic treatments, provided they’re carried out by qualified professionals. 13 Learn more about how Booster Care works.

Please note: The Booster Care limit is the maximum amount payable during the policy period across both specified dental conditions and specialised therapies combined.

No, but you can add Routine Care (non-insurance benefit) to your policy for up to $200 per year to help cover vaccinations, flea/tick/worm control, microchipping, desexing, health checks, and more. Learn more about how Routine Care works.7 

You can choose from benefit limits up to $15,000, $25,000, or $35,000 per policy period.

You choose your benefit percentage: 70%, 80%, or 90%. The higher the benefit percentage, the less you can expect to pay out of pocket on successful claims. However, please note this may result in a higher premium.

You can choose $0, $100, $300, or $600 annual excess. (Note: $600 excess is not available with 70% benefit percentage.)

No. Unlike many policies, Select & Protect has no sub-limits for eligible conditions or treatments. You’ll enjoy broad coverage up to your chosen annual benefit limit.14

Note: If optional Booster Care is selected in addition to your annual benefit, it has a separate limit of $2,500 per policy period for specified dental conditions and specialised therapies.

Additionally, if optional Routine Care (non insurance benefit) is chosen routine care items are subject to an annual $200 limit. 

Chronic pre-existing conditions are excluded. However, some temporary pre-existing conditions may be reconsidered if your pet has been symptom-free for a certain period. Learn more about how pre-existing conditions work. 

Pet insurance works similarly to other types of insurance but is designed to cover veterinary expenses for your pets if they have an unexpected illness or injury. Here’s how it typically works:

  1. Choose a Policy: You start by selecting a pet insurance policy from a provider of your choice. Policies may vary in terms of coverage options, excess, premiums, and other features.
  2. Pay Premiums: Once you have a policy, you’ll need to pay regular premiums to the insurance company. These payments are typically made monthly or annually and help keep your coverage active.
  3. Visit the Veterinarian: When your pet requires medical care, you take them to a veterinarian or animal hospital for treatment. This could be for illnesses, injuries, or even surgeries.
  4. Pay the Vet Bill: At the veterinary clinic, you’ll need to pay the full bill for your pet’s treatment and care. This includes any excess or expenses not covered by your insurance.
  5. Submit a Claim: After paying the vet bill, you collect the necessary documentation, such as invoices and medical records, and submit a claim to your pet insurance provider. This can also be done on the spot at your vet if you are utilising the GapOnly® service at participating veterinary clinics.
  6. Claims Review: The insurance company reviews your claim to ensure it meets the policy’s terms and conditions. They assess whether the treatment is covered, whether it falls within any waiting periods, and if there are any pre-existing conditions that might affect coverage.
  7. Reimbursement: If your claim is approved, the insurance company will reimburse you for a portion of the eligible expenses, according to the terms of your policy. The reimbursement rate is typically a percentage of the covered costs.
  8. Repeat as Needed: You can continue to use your pet insurance for future veterinary expenses as long as your policy remains active. The process of paying vet bills and submitting claims repeats each time your pet requires medical care.

We love pets of all shapes and sizes. However, at this stage, we only offer insurance for cats and dogs. Breeds of cats and dogs that have been listed by your State or Territory as dangerous, prohibited or restricted are not covered.

Yes. We cover for hereditary and congenital conditions as long as there are no signs or symptoms of that condition prior to the commencement of your policy or within the applicable waiting period.

Yes, you can choose any vet you wish if they are registered veterinarians in Australia. If you want to access the GapOnly® service, where you can claim on the spot at your veterinary clinic, it is vital to check they are participating on this platform.

Yes, Pet Insurance Australia covers eligible hereditary and congenital defects, provided that there are no signs or symptoms prior to signing up to your pet insurance policy or during any waiting periods.

Yes, as long as your pet develops an ongoing condition after the waiting periods, maintains continuous coverage, and you renew the policy each year without any lapses, your pet will be covered for that condition for life.

Yes, all Pet Insurance Australia policies cover radiography, laboratory tests and diagnostic tests^. However it is important to note that if these are related to an illness, a waiting period may apply. For all illness cover, there’s a 30-day waiting period, and for cruciate ligaments, there’s a six-month waiting period. You can request a waiver for the cruciate ligament waiting period by having a veterinarian check and submit a Cruciate Ligament Waiver form. Approval of this waiver will be at the discretion of the insurance provider. 

For illness coverage, there’s a 30-day waiting period, and for cruciate ligaments, there’s a six-month waiting period. You can request a waiver for the cruciate ligament waiting period by having a veterinarian check and submitting a Cruciate Ligament Waiver form. Approval of this waiver is at the discretion of the insurance provider.

^Subject to limits, benefit percentage, excess and exclusions.

Yes pet insurance can cover cataract surgery, depending on your chosen level of cover, and whether your pet displayed symptoms before signing up or during any applicable waiting periods. However, if the cataract is related to a pre-existing condition, such as diabetes, it may not be eligible for cover.

Pet Insurance Australia does not provide cover for third party liability. In most cases, your home and contents insurance may cover costs related to third party liability, including damages caused by your pet.

No, desexing is generally considered an elective surgery and is not covered under your Pet Insurance Australia Pet Insurance policy. Desexing is an elective procedures and typically not covered in your policy. However, our optional non-insurance benefit of Routine Care offers an annual benefit for the cost of desexing. To learn more on how Routine Care works, please refer here.

In the unfortunate event of your pet passing while holding a policy with Pet Insurance Australia, you may be eligible for costs related to euthanasia. However it is important to note that voluntary euthanasia is not covered.

Routine preventive items like vaccinations are not typically  covered by your policy. However the costs associated with the veterinarian consultation may be covered for eligible conditions, subject to caps and limits outlined on your insurance certificate. For additional information on Routine Care please refer here.

Generally pre-existing conditions are not covered under your policy. However, we differentiate between two types of pre-existing conditions: chronic and temporary. Eligible temporary conditions, which show no signs or symptoms in 18 months won’t be excluded from cover under your policy. Chronic conditions, on the other hand, remain exempt for the life of your policy. To learn more about pre-existing conditions and how they work, please refer here.

Yes, our pet insurance plans provide cover for cruciate ligament conditions after a six-month waiting period, provided there are no symptoms prior to sign-up or in the waiting period. You have the option to request a waiver of this waiting period at the discretion of the insurance provider by undergoing a veterinary evaluation and submitting a Cruciate Ligament Waiver form.

Hip replacement is normally an exclusion under Pet Insurance Australia policies.

At Pet Insurance Australia we offer pet insurance cover for cats and dogs that reside in Australia.

Pet Insurance can cover a wide range of common pet accidents and illnesses, including cancer treatments, fractures, Intervertebral Disc Disease (IVDD) and allergies. Depending on your chosen level of cover, you may also be able to claim an annual amount for non-insurance-based treatments like training, microchipping and desexing7. It is crucial to note that certain conditions and treatments may not be covered by your insurance policy. It is important to carefully read your policy booklet, Product Disclosure Statement (PDS) and Target Market Determination (TMD) to compare policies and select the one that best suits the needs of you and your pet. For essential information about Pet Insurance Australia policies, please refer here.

Pet Insurance will not cover various treatments and preventive measures, depending on the policy type you choose. Details are provided in our General Exclusions section within our Product Disclosure Statement (PDS). Exclusions typically include chronic pre-existing conditions, specific treatments like grooming and elective treatments and procedures. For a comprehensive understanding of what is covered and what is not, we recommend reading the PDS here.

If your pet suffers an accidental injury or illness after the commencement date of the first policy period and after any applicable waiting period, we’ll provide cover for eligible vet expenses incurred by you during the policy period in relation to the accidental injury or illness subject to: the benefit percentage and benefit limit stated on your certificate of insurance; the annual excess amount (if any) stated on your certificate of insurance; and the terms and conditions in this policy, for example waiting periods and exclusions. An accidental injury refers to physical harm to your pet resulting from: an unexpected and unintended external event that occurs suddenly at a specific time and place; or poisoning, intoxication, a venomous bite or sting or thermal- related conditions such as heatstroke or frostbite. An accidental injury excludes any harm resulting from a behavioural condition, specified dental condition or any sickness or disease. Subject to policy terms and conditions, this cover extends to a wide range of accidental injuries which may include:

  • motor vehicle incidents;
  • injuries caused by another animal including rough play;
  • falls from heights;
  • cuts, lacerations and stick injuries;
  • grass seed embedment or entrapment;
  • traumatically fractured teeth;
  • near drowning;
  • burns, heatstroke or frostbite;
  • exposure to venomous bites such as snake bite and tick paralysis;
  • reactions to bites or stings from insects, or other critters (excluding infestations such as mites or fleas);
  • toxicity from ingesting harmful substances like chocolate, rat bait or grapes (excluding any illicit drugs); and
  • ingestion of foreign objects (excluding instances of gastroenteritis caused by ingestion of inappropriate food items or common environmental substances such as garbage).

For more information on specified accidental injury cover, please refer to your policy booklet and Product Disclosure Statement (PDS) specific to your chosen policy here.

Our plans provide cover for eligible vet bills related to hip dysplasia as long as there were no signs or symptoms prior to sign-up or during any applicable waiting periods.

Our Pet Insurance policies can assist with eligible costs for Luxating Patella claims, provided there were no signs or symptoms prior to sign-up or during any applicable waiting periods. It’s crucial to thoroughly review the policy booklet and Product Disclosure Statement (PDS) before selecting the pet insurance policy to ensure it aligns with your needs and lifestyle.

Pet Insurance Australia does not cover for preventative treatments such as vaccinations. However, our optional non-insurance benefit of Routine Care offers an annual benefit for the cost of related vaccination costs in the optional non-insurance benefit section – Routine Care.

Pet Insurance, like all insurance, has limits and exclusions that vary between policies. Typically, the higher your level of cover, the more you will be able to claim for eligible veterinary costs. To understand the pet insurance product and determine if it suits the needs of you and your pet, it’s important to carefully review the Product Disclosure Statement (PDS) and Policy Booklet. These documents will provide insight into the limits of your pet insurance and what you can claim for in relation to your pet.

Eligible veterinary costs for damage or disease to the Anterior Cruciate Ligament (ACL) are covered under policies with Pet Insurance Australia, provided there are no symptoms prior to sign-up or during the six month waiting period. You can apply to have this waiting period waived at the discretion of the pet insurance provider by submitting a Cruciate Ligament Waiver form.

Depending on your level of cover, most pet insurance policies will cover eligible veterinary costs towards the treatment of allergies. However if your pet’s diet is the cause of the allergy, it is important to check if you are covered for prescription diets. For all illness claims including allergies, it’s crucial to understand how pre-existing illnesses can affect the outcome of your claim. Allergies typically have a 30-day waiting period for claims, and any signs or symptoms before sign-up or during this waiting period may result in your claim being rejected.

For good reason declawing is an illegal practise in many states in Australia. Unless the declawing is the result of an accident or emergency your pet insurance will not cover for the costs involved.

Many pet insurance policies will cover for the eligible costs towards diabetes as long as there are no signs or symptoms prior to sign-up or during any waiting periods that may apply. It is important to note that all illness claims with Pet Insurance Australia have a 30-day waiting period.

Similar to hip dysplasia, the eligible costs towards treatment of elbow dysplasia may be covered in your pet insurance policy depending on your level of cover. It is important to review the Product Disclosure Statement (PDS) and Policy Booklet to fully understand the limits of your pet insurance regarding the treatment of elbow dysplasia. 

Pre-existing conditions are those conditions your pet has experienced before obtaining pet insurance. At Pet Insurance Australia, we have two categories for pre-existing conditions: temporary and chronic. Temporary conditions may be eligible for cover after no signs or symptoms for 18 months, while chronic conditions may not be covered in the lifetime of your policy. For a more detailed understanding of how pre-existing conditions work, please refer here.

Preventative treatments, including heartworm injections, are a general exclusion with Pet Insurance Australia policies. However, our optional non-insurance benefit of Routine Care offers an annual benefit for the cost of preventative treatments in the optional non-insurance benefit section – Routine Care.

Depending on your chosen level of cover, eligible costs towards MRI and Radiology will be covered for your pet. It is important to remember that if the MRI is related to a condition/illness during a waiting period or a pre-existing condition it will not be coverable in your policy. 

Spaying and desexing are elective procedures and typically not covered in your policy. However, our optional non-insurance benefit of Routine Care offers an annual benefit for the cost of spaying .

Depending on your chosen level of cover and policy options, your pet will be covered for eligible veterinary expenses towards surgery. However, it is important to understand how pre-existing conditions and waiting periods can affect your ability to claim for surgery and related costs. It is essential to review the Product Disclosure Statement (PDS) and Policy Booklet specific to your pet insurance plan to gain a better understanding of the surgeries for which you can expect cover. 

If you have made a successful claim for a condition and have not paused or switched providers, this condition will be coverable for the life of your pet. However, it is necessary to note that an excess may apply per year.

You can use any registered veterinarian in Australia to treat your pet to claim for an eligible veterinary expense.

Pet insurance is a reimbursement system, meaning you pay your veterinary costs and then apply for eligible reimbursement from your insurance provider, allowing you to utilise any registered veterinarian in Australia. If you are using the GapOnly® service, where you can claim on the spot, it is essential to check that your chosen veterinarian supports this service.

At Pet Insurance Australia, we certainly understand the important bond pets share with their veterinarian. You can visit any registered veterinarian in Australia to make an eligible claim.

If you choose to switch pet insurance providers, you must provide an entire vet history for your first claim with your new provider. Pet insurance providers do not transfer vet history notes. Please note that waiting periods and pre-existing conditions may also affect your new policy. 

About Claims

50. How do I make a pet insurance claim?

You can claim via email, through our online portal, or instantly at participating GapOnly®11 vets (where eligible claims can be processed in under 10 minutes). You can apply for pre-approval, make claims via your vet, post, or online. For more information on how to make a claim take a look here. 

No, there are no time limits for submitting claims.

Most claims are processed within a few business days, and eligible GapOnly® claims are processed on the spot.

GapOnly® allows your eligible vet bill to be processed during your visit to the vet, so you only pay the gap – the difference between the eligible vet’s invoice and the claim benefit under your policy (your out-of-pocket portion). Available at over 1,000 participating vets across Australia.

There is no time limit for submitting a claim for your pet. However, it is essential to understand that the date your pet received treatment will fall into that annual policy period, and your limits for that period will be adjusted accordingly.

At Pet Insurance Australia, we understand that many shelter and rescue pets do not have a history of veterinary care. For this reason, we only take the veterinary history from when you took ownership of your rehomed companion. Proof of adoption may be required on your first claim, alongside any veterinary history notes from the time of adoption. 

If your veterinary clinic offers the GapOnly® service, your vet will lodge a claim on your behalf with your insurance provider. This typically takes around 10 minutes. Once the claim has been approved, you pay the ‘gap’ and go.

Suppose your current veterinarian does not support the GapOnly® service. In that case, you must pay your vet bill upfront and then apply for a reimbursement for eligible veterinary costs to your insurance provider, either online or via mail.

If the GapOnly® service rejects your claim, it is important to check your level of coverage and contact your insurance provider. This could be due to the excess on your policy, limits that may apply for the treatment, or the procedure or veterinary costs claimed are not eligible for cover. It is essential to carefully read your Policy Booklet and Product Disclosure Statement (PDS) alongside your Certificate of Insurance to understand precisely what your policy covers.

To check if your current veterinarian is GapOnly® enabled, you can quickly search at the GapOnly® website here. You can also ask your veterinarian if they support this service.

Contact your current veterinarian and check if they support this platform. During or before your visit, let your vet know you wish to use this service. Remember to ensure you have all your insurance information, including the pet insurance provider’s name and policy number. Your vet will then lodge the claim for you (assessment typically takes around 10 minutes) and if the claim is accepted, you will pay the ‘gap’ and go.

Claiming with GapOnly® is simple. Check that your veterinarian supports this platform and advise them you wish to claim your eligible veterinary expenses using the system. Your veterinarian will take care of the rest, lodging the claim for you on the spot. This usually takes around 10 minutes. If the claim is accepted, you pay the ‘gap’to your veterinarian and go.

GapOnly® claims typically take 10 minutes to process at your local veterinary clinic. 

Yes, if you contact your veterinarian with all the relevant information, like your pet insurance provider and policy number, and if they have an invoice ready, you can request they put through the claim with GapOnly® before you pick up your pet.

You can use GapOnly® for all eligible vet treatment costs outlined in your Certificate of Insurance and Policy Booklet. It is essential to understand that GapOnly® will only cover the costs your pet insurance provider has approved. Caps, annual limits, excess and if the treatment is eligible for cover will also affect the claim through GapOnly®.

GapOnly® works alongside your pet insurance provider to allow your veterinarian to lodge claims on your behalf. It is important to seek pre-approval through your pet insurance provider before treatment and check if your veterinary clinic supports the GapOnly® platform. 

To check if your claim is eligible for a GapOnly® claim, you must contact your pet insurance provider to ensure your policy will cover the costs of your pet’s treatment. You can also carefully read your Product Disclosure Statement (PDS) and Policy Booklet to understand the limits to your pet insurance policy and if you will be covered, considering any general exclusions on your policy and any caps, limits or excess that may affect your claim.

About Waiting Periods

67. What are the waiting periods for cover?
  • Accidental injuries: 2 days
  • Illness: 30 days
  • Cruciate ligament conditions: 6 months
  • Specified dental conditions (with Booster Care): 6 months
  • Behavioural conditions (with Booster Care): 30 days

Note: The waiting period that applies for specialised therapy items is dependent on the waiting period for the covered condition.

About Costs and Payments

68. How much does Select & Protect cost?

Your premium will depend on your pet’s breed, age, and the level of cover you choose (benefit limit, benefit percentage, and annual excess). For access to a free online quote, click here.

Yes, premiums may increase over time due to factors such as veterinary cost inflation, your pet’s age, and overall claims experience.

You can pay fortnightly, monthly, or annually. (A $2 collection fee applies for monthly and fortnightly instalments.)

Pet Insurance premiums will increase each year due to numerous factors, including the rising rate of veterinary care, the age of your pet, and any previous claims. As your pet gets older, the risk of requiring treatment will increase, so the premium increases. Commercial factors also affect your premium, including costs associated with operating our business and our commercial arrangements. Your premium calculation may also include discounts or promotional offers that we provide. 

Because of these factors and the changes to your pet’s risk profile, your premium will increase yearly. When calculating your premium on renewal, we also consider how much your premium was previously, including any discounts that may have been applied. This means that we may limit movements up or down. These same factors and others are also used to calculate your premium if you amend your coverage. To read more about how we calculate your premiums, it is advised to read the ‘How We Calculate Your Premium’ section in the Product Disclosure Statement (PDS).

The cost of your dog insurance is influenced by several key factors, including the pet insurance provider you select, the type of cover and options you select, and your pet’s age and breed. Most dog insurance providers offer a quick online quote system, enabling you to easily estimate the cost of your pet insurance based on your specific circumstances.

The decision to have pet insurance for your dog is a personal one that should be carefully considered. By thoroughly reading the Product Disclosure Statement and Target Market Determination (TMD), you can evaluate if a pet insurance policy is the right choice for you and your pet. Dog insurance can offer financial assistance for a variety of unexpected veterinary treatments and bills, providing relief to numerous pet owners during unpredictable times.

The decision to have pet insurance for your dog is a personal one that should be carefully considered. By thoroughly reading the Product Disclosure Statement and Target Market Determination (TMD), you can evaluate if a pet insurance policy is the right choice for you and your pet. Dog insurance can offer financial assistance for a variety of unexpected veterinary treatments and bills, providing relief to numerous pet owners during unpredictable times.

You should check with your provider for details, but in Australia, standard home insurance policies typically do not cover dogs.

Pet Insurance Australia offers pet insurance for dogs before the age of nine and for the animal’s lifetime if the pet has held a pet insurance policy before this age, and there are no gaps or breaks in cover. This is due to many factors, including the heightened risk for serious complications for older pets. Having age restrictions for policy sign-up helps reduce the costs of premiums for all pets.

Choosing pet insurance is a personal decision and should be thoughtfully considered based on your cat’s specific needs. Reviewing the Product Disclosure Statement and Target Market Determination (TMD) carefully can help determine if a pet insurance policy suits you and your feline companion. Cat insurance can offer financial support for various unexpected veterinary treatments and expenses, giving countless cat owners relief during unforeseen circumstances.

The cost of pet insurance for each cat can differ significantly. Many pet insurance providers factor in the age, breed, and overall health of your feline companion, along with other considerations. To simplify the process, most cat insurance providers offer a quick online quote system, allowing you to easily estimate the cost of insurance appropriate to you and  your cat’s specific circumstances.

Pet Insurance Australia provides coverage for cats enrolled before the age of nine, with lifetime coverage available as long as the policy is maintained after this age without gaps or breaks in cover. Our policies consider the increased risk of serious health issues in older cats. Age restrictions at sign-up help keep premiums affordable for all insured pets.

About Elegibility

81. What pets can I insure?

Dogs and cats.

There is no minimum age to insure your pet. Sign up anytime before their 9th birthday.

Yes, as long as your pet is enrolled before their 9th birthday, and there is no break in your insurance policy after this age, and as long as we continue to offer the product, your pet will be covered with Select & Protect.

Pets over 9 years old are more likely to develop health conditions, which makes starting a brand-new policy at that stage much more expensive. By setting an entry age limit, we can keep premiums fair and sustainable for all pet owners while still offering continued cover for pets enrolled earlier.

Insuring your pet early—whether as a puppy, kitten, or young adult—allows them to have protection early, at times, before health issues appear. Once covered, new conditions that develop along the way can be eligible for cover under your policy.

Benefits of insuring early:

  • Protection from when you bring your pet home 
  • Your pet is covered for eligible accidental injuries, illnesses, and unexpected emergencies as they continue to age.
Yes, all legally permitted dog and cat breeds are eligible, subject to age and standard exclusions. Banned breeds in Australia are not eligible for pet insurance. Hunting, working, and farm dogs are also excluded from coverage for accidental injuries or illness related to work or hunting.

Yes, at Pet Insurance Australia, your pet is eligible for new policies from 0 weeks until their ninth birthday. However, pets who hold a policy with us, with no insurance break, will have lifetime cover for their dog or cat.

About Extras & Value-Added Services

88. What is MyPetPass®5?

Every Select & Protect policyholder gets access to complimentary MyPetPass®, giving you:

  • 24/7 live video vet consults10
  • Discounts on:
    • prescription medications at PetScripts Australia
    • flea, tick and worm products at VetShopAustralia
    • PRO PLAN pet nutrition at VetShopAustralia
    • Lyka premium pet food (first two boxes + ongoing treats)
    • FitBark 2 activity monitors
  • More discounts added regularly

As a policyholder, live vet support is available through your Pet Portal. Connect to an experienced Australian registered vet via online video call, 24/7. Simply log in and click on ‘Live vet’ in the top navigation bar. Whether it’s providing vet advice, setting up at-home treatment plans, or confirming if you need to visit a vet in person, you can get help when you need it.

Yes, you can access VetChat anywhere at any time, allowing you to connect with an experienced Australian registered vet to help you within minutes via online chat or video call. VetChat is available 24 hours, seven days per week, to provide vet-related answers and credible advice on if your pet can be treated at home or needs to be examined by a veterinarian or an emergency veterinary hospital.

VetChat works as an advice platform. They can offer at-home treatment options or advice on if you need to take your pet to a veterinarian for further examination. VetChat cannot tell you if you are covered for any treatments or have access to your policy information. To check your level of coverage, you will need to contact your pet insurance provider.

VetChat will not treat your pet for any conditions, however they can provide you with advice and any in-home treatment plans or confirm if your pet needs to visit a vet in person. With Pet Insurance Australia your policy gives you access to a complimentary VetChat membership.

You can access trusted vet care online with VetChat at any time. VetChat will connect you with an experienced Australian registered vet to help your pet in minutes via online chat or video call.

Once your policy with Pet Insurance Australia has been accepted, you will receive email prompts on how to access your complimentary membership with VetChat. Your registration will begin from the day your policy starts.

VetChat will put you in touch with a registered Australian veterinarian for advice on your pet’s health and well-being within minutes.

As long as Pet Insurance Australia continues to partner with VetChat, you will have access to this service.  

As long as Pet Insurance Australia continues to partner with VetChat, you will have access to this service.  

You can access this service when you need it, 24/7.

If you have trouble accessing your VetChat account, contact VetChat for additional support. For more information on how to access your account with VetChat, take a look here.

VetChat offers professional veterinary advice from registered vets in Australia. They can provide peace of mind and guidance on pet-related concerns. Your VetChat vet may also advise you to seek the help of a veterinarian for an in-person check-up. 

VetChat supports different types of uploads, including jpeg, png, heic, .mp4 and .mov. If you are having issues uploading photos or media, check your network connection and data allowance particularly for large files. If you are still experiencing issues, your VetChat vet will assist you during your consultation. 

You can use any digital device that is internet accessible to access the VetChat online service. It’s crucial your device can support images and video.

If you have issues connecting to the video for your VetChat consultation, check your internet connection and if your device supports video streaming. If you still have issues, your VetChat vet will assist you during your consultation. 

VetChat can connect you with an Australian registered vet from anywhere at any time, 24 hours a day, seven days per week. You can access the VetChat service from anywhere in Australia.

VetChat has an array of professional and highly experienced Australian registered veterinarians with 5+ years of experience in veterinary care. 

VetChat is a veterinarian advisory service that can assist you with immediate advice on the care and well-being of your pet. If your pet needs hands-on care and medication, your local veterinarian will need to see your pet in person to ensure correct monitoring of the treatment plan and prescribed medication.

About Policy Management

107. Can I change my level of cover later?

You can change the cover for your pet by choosing cover with different or additional benefits, where available to you, provided you haven’t made a claim in your current policy period.

If you have made a claim, then your cover can be changed when your policy is due for renewal – just contact us when you receive your renewal documents to discuss your cover.

Note: Waiting periods already completed won’t be reapplied unless there has been a break or lapse in your cover. If you change the Pet Insurance Australia Pet Insurance product and/or level of cover you have for your pet, with a different product and/or level of cover, waiting periods will only apply to any conditions or benefits covered by the new product and/or level of cover that weren’t covered under your previous product or level of cover.

Yes, you can cancel at any time. A 21-day cooling-off period applies for a full refund (excluding any expenses we are unable to refund) if you change your mind (and no claims have been made).

Yes, you can visit any licensed vet in Australia, other than yourself.

For details about your policy, refer to your Certificate of Insurance and PDS.

You can cancel your policy with us anytime by contacting our customer service team. The cancellation will be effective once we provide you with a written confirmation of your request, either by email or letter.

Yes, you can request to change the level of cover once you have your pet insured. You cannot however change the level of cover within a policy period if there has been claim reimbursement received by you. In this case, you may request to change your level of cover upon policy renewal. If moving to a higher level of cover, waiting periods may apply if they have not been served on the previous cover.

To change your policy you can email Pet Insurance Australia at [email protected] with a request or call one of our friendly customer service representatives on 1800 043 552.

It is important to understand that if you choose to switch your pet insurance provider, waiting periods and pre-existing conditions may apply to your new policy. This means that a chronic pre-existing condition for which you’ve made a claim may not be covered under your new policy. Before switching providers, it is crucial to speak with a customer support professional to confirm that the new policy offers the same level of cover.

You can cancel your policy at any time by reaching out to our customer service team.

In the sad circumstances of your pet’s passing, you can contact our customer service team to cancel your policy. Your policy will be cancelled from the date of your pet’s passing. 

Phone: 1800 043 552 (weekdays between 8:00 am and 8:00 pm)

Email: [email protected]

About Common Concerns

117. Does Select & Protect cover hereditary conditions?

Yes, subject to policy terms and conditions and as long as they are not pre-existing conditions. Learn more.

Yes, subject to policy terms and conditions and provided these are not pre-existing conditions and no symptoms or signs were present before sign-up or during waiting periods. Learn more about how pre-existing conditions work.

Yes, subject to policy terms and conditions and provided these are not pre-existing conditions and no symptoms or signs were present before sign-up or during waiting periods. Learn more about how pre-existing conditions work

In the unfortunate event of your pet passing while holding a policy with Pet Insurance Australia, you may be eligible for costs related to euthanasia. However it is important to note that voluntary euthanasia is not covered.  For more details on how Routine Care works refer here.

If you have the optional Booster Care benefit, consults with a behavioural specialist are covered for behavioural conditions. If the condition is diagnosed by a vet or veterinary behaviour specialist, then prescribed medication and diagnostic for behavioural conditions are covered. Please note cover is subject to policy terms and conditions and the Booster Care benefit is subject to a limit of $2500 per policy period. 13 Learn more about how Booster Care works.

POLICY OPTIONS

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HAVE A LOOK AT OUR PET INSURANCE COVER OPTIONS.

VIEW COVER OPTIONS

1 - Terms & Conditions Apply. 2 Month Offer Terms & Conditions can be viewed by clicking here

2 - Depending on your level of cover. Policy T&Cs, limits, exclusions, waiting periods and excess may apply.

3 - You may be eligible for a higher limit; if so, this will be specified in your certificate of insurance.

4 – Applies per Policy Period and is deducted from the benefit payable to you, depending on the cover option chosen. Please note the $600 excess option is not available with a 70% benefit percentage.

5 – T&Cs Apply. MyPetPass® is a rewards programme provided by PetSure (Australia) Pty Ltd ABN 95 075 949 923 (PetSure). Available to holders of active policies. myPetPass® perks are provided by PetSure and third-party suppliers and also subject to these third-party suppliers’ terms and conditions. myPetPass® perks may be amended or withdrawn any time without notice. PetSure does not guarantee that any particular third-party providers will continue to participate in myPetPass® through the offer or provision of perks, or that the myPetPass® rewards programme or any myPetPass® perks or features of myPetPass® will continue to be available. Full Terms & Conditions available at mypetpass.com.au/terms.

6 – After all documentation received.

7 - A separate limit applies to the non-insurance Routine Care item. Routine Care limits apply to specific routine care items. Click here for more info.

8 - There is a 6-month waiting period for cruciate ligament claims. This waiting period may be waived at our discretion. For details on the waiver process, refer to the applicable Product Disclosure Statement.

9 - Terms & Conditions Apply. 3 Month Offer Terms & Conditions can be viewed by clicking here

10 - Live Vet Support is a service provided by PetSure that gives you 24/7 access to general veterinary telehealth advice for your insured pet(s) via online video or chat, via the Customer Portals owned and operated by PetSure. Access to Live Vet Support consultations subject to the Customer Portal terms of use.

11 - Available at participating vets, find your nearest GapOnly® Vet at gaponly.com.au. The gap is the difference between the vet’s invoice and the eligible claim benefit under your pet insurance policy. GapOnly® is a trademark owned by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183. GapOnly® is available on eligible claims at participating vets with a pet insurance policy from a GapOnly® pet insurance partner.

12 - A 5% discount off your second pet insured, 10% discount off your third pet insured, 15% discount off your fourth and subsequent pets insured. For full terms and conditions of this discount, click here

13 - Policy T&Cs, Booster Care limit, applicable benefit percentage, waiting periods and exclusions apply. Annual excess may apply.

14 - Policy T&Cs, limits, exclusions and waiting periods apply. Annual excess may apply.

15 - Depending on the level of cover chosen

Pet Insurance Australia policies entered into for the first time prior to 8 May 2023 and subsequent renewals of those policies are issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted, distributed and arranged by PetSure’s Authorised Representative (AR) Pet Insurance Australia Pty Ltd ABN 85 113 507 850, AR 326233 (PIA). Pet Insurance Australia policies entered into for the first time on or after 8 May 2023 and subsequent renewals of those policies are issued by PetSure and promoted, distributed and arranged by PetSure’s AR, PIA. 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, or choosing to continue with the product. the PDS and Target Market Determination available at petinsuranceaustralia.com.au.

We understand that there are times when our customers may be feeling vulnerable due to a range of factors. In these situations, we are committed to taking extra care and recognise these vulnerabilities can give rise to unique needs, which can change over time or in response to particular situations. If you are experiencing vulnerability and would like more information on the extra care we can provide please email us on [email protected]. You can also access our underwriter’s Family Violence Policy here, and their website also contains additional accessible ways you can contact us.

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