Frequently Asked Questions

All you need to know about protecting your pet

Why pet insurance?

Pet insurance covers the cost of medical care for your dog or cat, and more and more Australians are seeing the value in protecting that cherished member of their family.

Accidents and illness are usually unexpected, treatment is often needed urgently, and vet bills can often run to thousands of dollars.

Pet insurance offers financial support at those critical times and gives you the reassurance that your pet can receive the best possible treatment when they need it.

Can I choose my vet if I have pet insurance?

Absolutely: all our policies ensure you can use any licensed/ registered Australian veterinary practitioner, so you visit the vet you – and your pet – want to see.

Should I insure my new puppy or kitten?

We think so: just like us, pets can suffer an injury at any time and young pets can be just as vulnerable as their older counterparts.

Getting them covered early also protects you from the risk of having pre-existing conditions excluded: most insurers won’t provide cover for conditions that existed before you took out the policy.

What type of policies are available?

Buying pet insurance is an economic and emotional decision that needs to reflect your financial situation and the value of the peace of mind it delivers.

Each of our partners offer a range of options, so you can tailor combinations (a basic accident and illness policy with limits on what can be claimed for example, or a more comprehensive policy) to suit you. Make sure you read the Product Disclosure Statement and Financial Services Guide for the policies you’re considering before making a decision.

Can I purchase a policy directly from PetSure?

Not directly, but we partner with Australia’s most respected insurance providers, so you have lots of options for your pet’s cover.

We support our partners as underwriter and administrator of the policies, which means the cover you purchase through them is looked after by our expert team and we’re always available if you have questions and, most importantly, if you need to make a claim.

What happens if I need to claim?

Most of our partners use our online claim service, so check your insurer’s website to log in. You vet and their reception team can also help submit your claim while you’re at the vet’s practice.

How many claims I can make?

As many as you – and your pet – need to, provided you haven’t exceeded the annual benefit limit or any sub-limits specific to your policy. Check your Product Disclosure Statement for details.

How are claims paid?

Claims are paid directly to you. We’ll process your claim as soon as we receive the necessary paperwork or online submission and, once it’s been assessed and approved, deposit the benefit amount directly into your nominated bank account (or send you a cheque). Claims are usually processed within a few days and benefits paid within a week.