Frequently Asked Questions & Answers

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.

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 desexing*. It is crucial to note that certain conditions and treatments may not be covered by your insurance policy. The specifics vary based on your chosen pet insurance plan, so it’s 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. 

^Subject to limits, benefit percentage, excess and exclusions

*Subject to limits and exclusions

Pet Essentials – Specified Accidental Injury and Illness Cover (subject to an annual condition limit).

Comprehensive Cover – specified Accidental Injury and Illness Cover^.

Major Medical Cover – Specified Accidental Injury, Illness and Routine Care Cover (non-insurance benefit).

Compare our policies options here.

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.

The Waiting Periods that apply are:

30 days – for Conditions covered under the Illness Cover.

6 months – for Cruciate Ligament Conditions (may be waived on application, refer to the Product Disclosure Statement for more information.

Specified accidental injuries are covered from 11:59pm from the commencement date of the first policy period.

With all pet insurance there are general exclusions.

At Pet Insurance Australia we also have some general exclusions that will affect your coverage. Unless the relevant item appears on your Certificate of Insurance, we don’t provide cover or pay benefits for:

• regular nail clipping or preventative dew claw removal;
• behavioural conditions such as anxiety disorders, phobias or chemical imbalances;
• medicated baths and shampoos, unless your vet says they are medically necessary to treat a condition covered by your policy;
• accessories, including but not limited to pill poppers, cage hire, crates, bedding and collars;
• medication not approved or listed by the Australian Pesticides and Veterinary Medicines Authority;
• the provision of medication(s) that covers a period of more than 30 days beyond your policy end date, chemical castration, suprelorin implants or other desexing procedures, unless required to treat the eligible condition affecting your pet’s reproductive organs due to a condition covered by your policy;
• breeding or obstetrics;
• orthodontic treatment, crowns, root canal, cosmetic dental surgery or corrective treatment and odontoclastic resorptive lesions;
• or any disease that affects dogs or cats that is subject of a biosecurity emergency declaration under the Biosecurity Act 2015 (Cth); flea/tick/worm preventative treatments or measures, including but not limited to tick baths, sprays, and intestinal worming products, whether recommended by your vet or not – however, there is an annual benefit limit on Major Medical policies for some of these treatments.
• Cell-replacement therapies including but not limited to stem cell therapy and platelet-rich plasma are also not covered in our policies.

For more information on what is not covered in our policies take a look at our Product Disclosure Statement (PDS) under important notices on our website.

Yes, at Pet Insurance Australia, your pet is eligible for new policies from eight weeks until their ninth birthday for our Major Medical and Comprehensive insurance plans. For our Pet Essentials policy, pets are eligible for cover from eight weeks of age until their 12th birthday. However, pets who hold a policy with us, with no insurance break, will have lifetime cover for their dog or cat.

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. 

Making a pet insurance claim for eligible veterinary costs is simple with Pet Insurance Australia. You can lodge a claim via our pet portal on our website, directly at your veterinary clinic with the GapOnly® platform or a postal paper claim. GapOnly® on the spot claims are only available at participating veterinary clinics. To find out more on how you can make a claim, take a look here.

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, 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, similar to other insurance products, there are specific conditions not covered by Pet Insurance Australia. The extent of exclusions depends on the level of coverage you’ve chosen. These exclusions include pre-existing conditions that are considered chronic. 

Additionally, our policies do not cover preventive treatments like flea and worming products, behavioural conditions, certain medications, and pet-related products such as bedding and crates#. Services like desexing, obstetrics, dental surgery and corrective treatments are also not covered by Pet Insurance Australia. Understanding your policy is crucial. To get a comprehensive view of what is covered and what isn’t, we recommend reviewing your pet insurance Product Disclosure Statement (PDS) and Policy Book. The General Exclusions section on your selected policy provides a detailed explanation of what is not covered. For more information, you can refer here.

Understanding the details of your policy is crucial. To get a comprehensive view of what is covered and what isn’t, we recommend reviewing your pet insurance plan’s Product Disclosure Statement and Policy Book. The General Exclusions section in your selected policy will provide a detailed explanation of what is not covered.

For more information, you can refer to our Product Disclosure Statements and TMDs*

#Other exclusions apply.

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, 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.

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. However, withour Major Medical policy, there is an optional non-insurance benefits section of Routine Care. Routine Care includes a $50 Annual Benefit Limit for any one of a number of items, including 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. Additionally, our Major Medical policy may provide an Annual Benefit for cremation or burial as part of the optional non-insurance benefits section of Routine Care. For more details on how Routine Care works refer here.

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. Major Medical policies offer a $30 Annual Benefit for vaccinations in the optional non-insurance benefits section of Routine Care. 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.

To change your policy you can email Pet Insurance Australia at pia@petsure.com.au with a request or call one of our friendly customer service representatives on 1800 043 552.

Depending on your level of cover, you can receive up to 80% of eligible vet expenses for your pet’s illness or accident treatment. These cover percentages are subject to any excess and annual benefit limits, which vary depending on the policy you select. To learn more and to make a quick comparison for each of our policies please refer here.

Yes, our Major Medical and Comprehensive 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 desexing*. It is crucial to note that certain conditions and treatments may not be covered by your insurance policy. The specifics vary based on your chosen pet insurance plan, so it’s 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.

^Subject to limits, benefit percentage, excess and exclusions

*Subject to limits and exclusions

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 behavioural problems, 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 experiences a Specified Accidental Injury during the policy period, we provide cover for eligible vet expenses related to that injury subject to the following: 

• Benefit Percentage and Limit: The benefit percentage, benefit limit, and sub-limits, as indicated in your certificate of insurance.
• Excess Amount: The excess amount stated on your certificate of insurance.
• Policy Terms and Conditions: These include waiting periods and exclusions.

The Specified Accidental Injury must result from at least one of the following scenarios:

• A motor vehicle incident
• A burn or electrocution
• A reaction to a bite from an insect, spider, or scorpion 

Alternatively, the specified accidental injury must be one of the following:

• A bone fracture
• A traumatic tooth fracture
• Snake bite toxicity
• A traumatic ligament or tendon injury
• A bite wound or fight wound abscesses
• Lacerations or abrasion of tissue, skin, or mucous membrane due to external trauma
• A cruciate ligament condition

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.

Pet Insurance Australia provides three tiers of pet insurance for Australian cats and dogs. We offer Major Medical, Comprehensive, and Pet Essential plans, each with varying caps, benefits, and accident and illness coverage. You can easily compare our policy options at Pet Insurance Australia here. Before making your choice, it’s essential to thoroughly read through the policy booklet and Product Disclosure Statement (PDS) to ensure the product aligns with your needs and lifestyle.

Our Major Medical and Comprehensive 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 Major Medical and Comprehensive 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.

Preventative care is typically excluded on Pet Insurance Australia policies. However, our Major Medical pet insurance policy offers an annual benefit for non-insurance related preventative care, such as flea and worm treatments, as part of the optional non-insurance benefits section of Routine Care. For more details on how Routine Care works, please refer here.

Teeth cleaning is categorised as preventative care and typically not covered in your policy with Pet Insurance Australia. However, our Major Medical pet insurance policy offers an annual benefit for non-insurance related preventative care such as teeth cleaning costs, as part of the optional non-insurance benefits section of Routine Care. Learn more on how Routine Care works, please refer here.

Pet Insurance Australia does not cover for preventative treatments such as vaccinations. However our Major Medical pet insurance policy offers an annual benefit for non-insurance related vaccination costs in the optional non-insurance benefits section of Routine Care section of your policy. To learn more on how Routine Care works, please refer here.

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.

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.

Eligible veterinary costs for damage or disease to the Anterior Cruciate Ligament (ACL) are covered under Major Medical and Comprehensive pet insurance 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 Major Medical policy offers an annual benefit towards the costs of preventative treatments in our optional non-insurance benefit section of 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 Major Medical policy offers an annual benefit for the cost of spaying as part of our optional non-insurance benefit sectionof Routine Care.

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. 

Making a pet insurance claim for eligible veterinary costs is simple with Pet Insurance Australia. You can lodge a claim via our pet portal on our website, directly at your veterinary clinic with the GapOnly® platform or a postal paper claim. GapOnly® on the spot claims are only available at participating veterinary clinics. To find out more on how you can make a claim, take a look here.

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. 

You can claim for a range of eligible consultations and veterinary visits in your pet insurance plan. Depending on your level of coverage, you can claim an annual limit per policy period for the actual cost of the consultation. Our Major Medical policy includes a $500 limit and our Comprehensive policy includes a $300 limit. These limits only apply to the actual price of the veterinary visit and are separate from the costs associated with any eligible illness or accident.

Your policy will commence at 11.59 p.m. on the date your application is accepted and is listed on your certificate of insurance. Please note that acceptance of your application is not guaranteed, so you should always check whether a policy has been issued before claiming.

You may claim for specified accidental injury as soon as your policy is effective.

A 30-day waiting period applies from the commencement date of your first policy period for illness condition claims.

Note: Major Medical and Comprehensive plans have a six-month waiting period from the commencement date of your first policy period for cruciate ligament (or related) conditions. However, you may request to have this period waived by having your pet examined by your vet and submitting the completed prescribed Cruciate Ligament Exam Form to support this request.

Please download the Cruciate Ligament Form here. Waiver of this waiting period is at the sole discretion of the insurer.

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).

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. Excess is charged per condition per the annual policy period.

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

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. 

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. 

GapOnly® is a revolutionary platform allowing you to claim for eligible veterinary expenses on the spot at a participating veterinary clinic, enabling you to only pay the ‘gap’ (the difference between your vets invoice and the eligible claim benefit under your policy). This difference may consist of annual limits, exclusions or excess.

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. 

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.  

The length of time your consultation will take with VetChat will depend on your pet’s conditions and needs. Times will vary depending on the severity of the case and if you will need to speak to your local veterinarian for additional treatment. Typically, the video calls and chat rooms are for a 20-minute duration, with a follow-up call 24 hours later. An email summary will also be sent after your consultation. 

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.

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.

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

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

Email: pia@petsure.com.au

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: pia@petsure.com.au