FAQ's

(Frequently Asked Questions)

Q. What does Petsecure Vet Expenses Insurance cover?

A. Petsecure covers vet costs for treatment and surgeries for accidents and illnesses ranging from minor problems such as ear infections and bee stings to major conditions such as broken bones, diabetes and cancer.

You can choose to cover your pet for Accident only or Accident and Illness. We will pay up to 100%^* of the vet’s bill and you have a choice of Per-Condition-Excess to help you lower your premiums!

Plus you can add the Wellness Care option to your cover. Wellness Care pays toward the cost of keeping your pet healthy. It pays up to $135 per year for a wide range of treatments including vaccinations, desexing, micro-chipping, teeth cleaning, heartworm, flea, tick and worm control.
 

^*Pets five years and older only qualify for 80% benefit for illnesses.

Q. Does Petsecure cover pets other than cats & dogs?

A. Petsecure insurance covers only cats and dogs at this point in time.
 

Q. What is defined as an accident?

A. An accident is an unforeseen event that results in visible, physical or bodily injuries to your pet. For example broken bones, dog and cat fight, or a motor vehicle accident.
 

Q. What is defined as an illness?

A. An illness means an unexpected sickness or disease or any change to your pet’s normal healthy state which is not caused by injury to your pet. For example upset stomach, skin conditions, ear infection, poisoning.
 

Q. What is a Per-Condition-Excess?

A. A Per-Condition-Excess is an amount (you can choose either $100, $200 or $300) that is deducted only once from your claim for each accident or illness condition treated during the period of cover, which is not related to any other accident or illness treated during the same period of cover. You may submit multiple claims for the same accident or illness. For example, your pet has an ear infection and requires follow up visits therefore only one Per-Condition-Excess applies because it is related to the same incident.
 

Q. What is not covered?

A. Like most insurance policies there are some exclusions which help keep your premiums low. These include: pregnancy, elective procedures, foods/diets, grooming, behavioural problems, and pre-existing conditions that showed clinical signs before taking out the insurance.
 

Q. Is euthanasia covered?

A. Yes, euthanasia is covered if it is medically necessary.
 

Q. Can I visit any vet?

A. Yes, you have the choice to utilse any licensed vet in Australia.
 

Q. If I purchase Accident Cover, can I upgrade to a higher level of cover at a later time?

A. Yes, you can upgrade to a higher cover on your policy renewal date or at any time as long as you haven’t made a claim on your current level of cover.
 

Q. When is the best time to buy insurance for my pet?

A. Puppies and kittens, just like children are more likely to develop an illness or injury than an adult pet because they are less coordinated and their immune system has not yet fully developed. So, we suggest insuring as soon as possible to avoid unexpected surprises that may result in a pre-existing exclusion on your policy, preventing your pet from getting full cover.

But just because your pet isn’t a puppy or kitten doesn’t mean you can’t or shouldn’t get pet insurance as just like humans, as pets age they get sicker and have more and higher vet bills than when they were young. As soon as your pet is 8 weeks of age they can be covered by Petsecure.
 

Q. When is a pet too old for Petsecure?

A. Never, there is no upper age limit to join our Accident Cover but your pet must be less than 9 years old to be accepted for our Accident and Illness Cover. Once cover is in place you can keep it for life, provided there is no break in cover.
 

Q. Do you cover hereditary and congenital conditions?

A. Yes, as long as they were not present or showed clinical signs prior to joining Petsecure Vet Expenses Insurance. Petsecure does not exclude breed specific conditions.
 

Q. Do you provide cover for tick paralysis treatment?

A. Yes, Petsecure will provide $500 per year toward vet costs resulting from treatment for paralysis ticks.
 

Q. Can I cover my pet if I take it on holiday with me?

A. Yes, your pet is covered anywhere in Australia. Your pet will also be covered by their Petsecure policy whilst travelling in a country that does not require your pet to enter quarantine on re-entry to Australia.
 

Q. If I change my mind about Petsecure, can I cancel the cover?

A. You may cancel the policy within 14 days of the start of the cooling-off period and as long you have not made a claim, any premium you have paid will be refunded in full. 

After 14 days you may cancel your policy by written notification. Cover ceases at the time PetSecure receives your written notification. If you have not made a claim under the policy and you have paid the annual premium in full, the portion of the premium that reflects the remainder of the policy period will be refunded to you. No refund is available where you have chosen the monthly or fortnightly payment options.

If you made a claim under the policy, and you have chosen to pay premiums annually, no refund is provided if you cancel your policy. Where you have chosen to pay monthly or fortnightly, any remaining premium still has to be paid for the remainder of the policy period.
 

Q. How can I save money on my premiums?

A. You can choose an annual Per-Condition-Excess of either $100, $200 or $300. The higher the Per-Condition-Excess the lower the premium.
You can also avoid the fortnightly or monthly debit charge by paying your premium annually.
 

Q. What are the payment options?

A. You have the option to pay your premium fortnightly, monthly or annually via credit card or direct debit from your bank account. In the case of fortnightly or monthly payments, an additional $1.00 per debit is charged.
 

Q. Are there any discounts?

A. Yes. You can qualify for a maximum 10% discount by either insuring two or more pets, or if you hold a Pension Card or have an assistance dog (such as a guide dog), or are a Doggie Rescue member. 
 

Q. How do I make a claim?

A. Making a claim is easy. All claims are to be completed on a Petsecure claim form. You and your vet will need to complete the appropriate sections on the form. Then just send your completed claim form together with all original itemised invoices and payment receipts to:

Petsecure
Claims Department
Locked Bag 9021
Castle Hill, NSW 1765


 

Q. For ongoing treatment, do I need to wait until the treatment has finished before I can make a claim?

A. No, you don’t need to wait. You can make a claim at any time.
 

Q. What if I need to make a claim when I’m on holiday?

A. You can make a claim even on holiday. Just follow the normal claim request by downloading a claim form and mail all relevant original documents to us.
 

Q. How long do I have to wait before making a claim?

A. There is no waiting period for accident claims – you can claim as soon as your policy is effective. A 30-day waiting period applies for illness claims.
 

Q. What is the most I can claim?

A. If you choose Accident Cover you can claim up to $6,500 per year. If you choose Accident and Illness Cover you can claim up to $10,500 per year. 
 

Q. Do you always need medical records to process my claims?

A. Yes, please attach only original itemised invoices and payment receipts. This will help us process your claim quickly and accurately.
 

Q. How do I renew my policy?

A. To make it simple for you, your policy is automatically renewed, as long as premium payments are current and up-to-date.
 

Q. Who do I call for enquiries about my policy?

A. For enquiries you may contact us through any of these methods:

Q. What happens if my pet dies? Will I get a refund of any premium paid in advance?

A. To make sure that we have all necessary details, please write to us to cancel your cover. We will refund any premium you have paid less any amount that covers the period insured as long as you have not made a claim.