As a bonus to your pet insurance cover, Potiki offers additional non-insurance benefits via Potiki Perks ^# at no additional cost to cover eligible vet expenses. Currently all new policyholders receive 6 months of free tick, flea and worm treatments.

You can cancel your policy with us at any time 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. 

We’ll retain the portion of the premium that relates to the period that you’ve been insured up to your cancellation date. Where you have paid for a period in advance (e.g., for the full fortnight, month or year), we’ll refund that proportion of premium for the time remaining on the policy (less any non-refundable government or statutory charges). 

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.

Pre-existing conditions

Pre-existing conditions are health problems that you or a person in similar circumstances would have been aware of before your pet insurance started, or during any applicable waiting period at the start of the policy. Some conditions may be eligible for review after 18 months.

 Other general exclusions

General exclusions are not covered under your policy.

Examples:

• Dental care (unless Booster Care is selected)
• Behavioural conditions (unless Booster Care is selected)
• Desexing (unless Routine Care (non-insurance benefit) is selected)
• Breeding or obstetrics
• Elective treatments (cosmetic procedures, declawing, tail docking)
• Injuries from organised fighting or hunting

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).

When making a claim, you will be reimbursed up to 70%, 80% or 90% of the eligible vet expenses for your pet, subject to the annual benefit limits listed on your Certificate of Insurance. If you have selected an annual excess amount, this will also apply. Refer to your Product Disclosure Statement for more information.

Yes, as long as we continue to offer the product, and you renew your policy each year without any break or lapse, we will continue to offer renewal/replacement your policy. Cover and renewal/replacement is subject to the applicable terms and conditions of the policy for each policy period. See your Product Disclosure Statement for full details.

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

The waiting periods that apply are:

·        2 days for accidental injuries

·        30 days for illnesses

·        6 months for cruciate ligament conditions^

·        Booster Care (where selected)

o   6 months for specified dental conditions

o   30 days for behavioural conditions like anxiety, phobias or compulsive disorders

The waiting period that applies to specialised therapy treatments is based on the condition being treated, whether an illness or an accidental injury.

When you first apply, your pet needs to be under the age of 9 years. If so, your policy will continue as your pet ages, provided your policy is renewed each year.

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.

Unless otherwise specified, your commencement date is the date when cover for your pet started in the current policy period as shown on your certificate of insurance. The start time is 11:59PM on that date. However, accidental injuries have a 2-day wating period, illnesses have a 30-day waiting period and where applicable, cruciate ligament conditions are subject to a 6-month waiting period. If Booster Care is selected, a 6-month waiting period applies for specified dental conditions and 30 days for behavioural conditions. 

The waiting period that applies to specialised therapy treatments is based on the condition being treated, whether an illness or an accidental injury. See PDS for further details on waiting periods.

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.

As long as we continue to provide the product, we’ll offer renewal and/or replacement of your policy every year. Unless you’ve told us beforehand that you’ve chosen not to automatically renew or not automatically accept the offer of a replacement policy, your policy will automatically renew or, where applicable, your replacement policy will automatically commence on those terms.  

We will also remind you that: you can opt out of the automatic renewal/replacement process; to check the information we have on your certificate of insurance is correct; and the review and consider if the policy limits and level of cover is still right for you. 

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.