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

• the Routine Care items you are eligible to receive benefits for; and
• your annual Routine Care benefit limits (overall, and for each item)

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 1800 973 427 or send us an email at [email protected] so we can discuss your options.

If you do decide to cancel:

Annual payments
If you’ve been paying your premiums annually, we’ll retain a portion of the premium that relates to the period that you’ve been insured. We’ll refund you the residual premium for the unexpired period (less any government or statutory charges that apply).

Payment by instalment 
If you’ve been paying your premiums by instalment, there’s no premium refund for any remaining days of a current instalment period. No further premium instalments will be deducted.

There are many quick and easy ways to make a claim.

Please click here to see all options.

If you have a complaint
We hope that you never have reason to complain, but if you do we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.

1 - Immediate Response 
Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.

Please contact us using one of the following means:
Phone: 1300 855 663
Writing: Petinsurance.com.au, Customer Service Complaints, Locked Bag 9021 Castle Hill NSW 1765

Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.

2 – Internal Dispute Resolution
If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1– Immediate Response’), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business days of being escalated. The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.

3 – External Dispute Resolution
In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.

AFCA is an independent dispute resolution service provided free of charge. You may contact AFCA at: 
Australian Financial Complaints Authority (AFCA)
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Website:www.afca.org.au
Email:[email protected]

As with most insurance products, there are certain situations where you will not be covered. There are some general exclusions such as:

• Conditions which occurred prior to commencement of your policy or during any applicable waiting period ('pre-existing conditions')
• Routine or preventative Treatments.
• some Elective Treatments and procedures and breeding or obstetrics.
• There may also be specific exclusions which may apply to specific levels of Cover.
• It is important that you read all of your policy documentation for full details.

Yes. You can use any vet who is licensed to practice in Australia, other than yourself.

No, but for further information about what we cover, please read the Product Disclosure Statement (PDS).

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

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

Your policy will commence at 11:59pm on the day that your proposal is accepted by us.

The Waiting Periods that apply are:

0 days for Specified Accidental Injuries and you may claim immediately for these after the policy has started.

21 days for Illnesses, Specified Illnesses and Specified Conditions covered by your policy (except ingestion of a foreign object and poisoning – 0 days).

6 months for specified dental conditions, where selected.

6 months for Cruciate Ligament Conditions ^{^}

For more information on Waiting Periods, please refer to the Product Disclosure Statement.

^{^} May be waived on application by completing the “Cruciate Ligament Form”. Cruciate ligament conditions are not covered under Bronze Cover for Indoor Cats.

Bronze Cover: which is cover applicable only to cats – from 8 weeks to 15 years.

Silver Cover: which is cover applicable only to dogs – from 8 weeks to 15 years.

Gold and Platinum Cover: Dogs and cats can be insured from 8 weeks of age and will need to have joined before their 9th birthday.

Pre-existing condition means a condition that first existed or occurred prior to the commencement date of the first policy period or within any applicable waiting period.

AND of which you were aware of, or a reasonable person in your circumstances would have been aware, irrespective of whether the underlying or causative condition has been diagnosed. A pre-existing condition also includes a related condition or bilateral condition of a pre-existing condition.

Whether it is a pre-existing condition will depend on its nature and experience. If your pet has a temporary condition that 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.

See your Product Disclosure Statement for more information and examples of pre-existing conditions. You can apply to have Pre-existing Conditions Reviewed. See the Pre-existing Conditions page for more information please refer to the useful links section in the footer of the webiste below.

For your convenience you can insure multiple pets under your Petinsurance.com.au policy. Each pet can have their own policy with their individual choice of cover. To activate a multi-pet policy, you will need to call into our friendly customer service team on 1800 973 427 who will be happy to organise it for you.

You may pay your premiums either by credit card or direct debit. you can choose to pay fortnightly, monthly or annually.

Unless you tell us that you do not want your policy renewed, we will automatically renew your policy on its expiry. We 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. 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.

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 automatically 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 in the useful links in the footer section below.

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. If your pet requires treatment and you wish to seek pre-approval of those costs, you can provide us with the itemised estimate of costs from your vet, along with the treatment required and relevant clinical records and/or veterinary history, and we will respond to you in writing with the outcome.

Potiki together with Petinsurance.com.au is thrilled to offer a complimentary VetChat consult membership to all new and existing policyholders. 

VetChat connects you with trusted, supportive Australian vets via chat or video call online, within minutes, anytime, anywhere. 

Once your policy is active, or your policy renews, you will receive an email from VetChat instructing you how to register.

Please note, VetChat is a non-insurance product that is separate from your pet insurance policy and is separately provided by VetChat Services Pty Ltd. Click here for more information and T&Cs.