FAQs

Pet Cover 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. You can choose a benefit payment option of either 75% or 85%.  This means that, depending on the option  you choose, we will pay either 75% or 85% of your eligible vet's bills, up to the annual limit.  You can choose to have Accident Cover only, or Accident & Illness Cover.  Accident Cover will cover your pet for up to $8,000 per year for accidental injuries and Accident & Illness Cover will cover your pet for up to $12,000 per year for accidental injuries and illnesses.  Plus with both cover types you can add Wellness Care to your cover. Wellness Care pays toward the cost of keeping your pet healthy. It pays up to $145 per year for a wide range of treatments including vaccinations, desexing, micro-chipping, teeth cleaning, heartworm, flea, tick and worm control.
 

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

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

Q. What is defined as an accidental injury?

A. An accidental injury 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. Are there any excess payments?
A. No. With Petsecure we will pay either 75% or 85% of eligible vet's bills, up to the annual maximum amount payable ($8,000 for the Accident Cover option or $12,000 for the Accident & Illness Cover option. 

Q. What is a cruciate ligament?
A.  There are two cruciate ligaments in the knee.  They attach the thigh bone to the shin bone.  They allow the knee to flex and extend and they stablilse the joint.  It can just be a simple slip on uneven ground or slippery floor that can cause a cruciate rupture.  Of the two ligaments, the one that most often gets damaged is the anterior cruciate ligament.   If this happens the joint becomes unstable as a result there would be intense pain and inflamation would occur.  Your vet will be able to diagnose a cruciate rupture, generally by touch, and advise the best treatment, often this means surgery.

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 pet insurance cover.
 

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 pet 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 cover.
 

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

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. What if I don't incur $12,000 worth of vet bills for accident & illness cover - do I get money back?
A. Petsecure is there to help with the unexpected, and whilst it may seem unimaginable that you could be faced with vet bills of $12,000 or more in one year, the reality is that even for a simple accident the costs can mount up to thousands of dollars.  Remember there is no Medicare for pets, and with advancement in technology, we now have access to life saving treatments for our dogs and cats that was unheard of even 10 years ago.  Unfortunately this means that veterinary costs can mount up, often into the thousands of dollars.  Similar to insurance for your car or home & contents, you do not get anything back if you do not make a claim.  But remember that it could only take one serious incident to get back what you may have paid in premium, and some more.  Vet expenses insurance is an important measure to help give you the peace of mind of knowing that if you are faced with unexpected and costly vet bills, there will be insurance in place to help with the cost.Q. When is a pet too old for Petsecure pet insurance?

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 & Illness Cover. Once Petsecure pet 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, when you select Accident & Illness Cover, your cover includes $500 benefit 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 pet 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 your pet insurance 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. To lower your premium you can select the 75% benefit payment option.  With Petsecure you also have  the flexibility of fortnightly or monthly payment options, at no extra charge. 
 

Q. What are the payment options?

A. You have the option to pay your pet's insurance premium fortnightly, monthly or annually via credit card or direct debit from your bank account.There are no additional  charges for monthly or fortnightly payments. 

Q. Are there any discounts?

A. Yes. You can qualify for a maximum 10% discount.  If you hold a Pension Card or have an assistance dog (such as a guide dog), or are a Doggie Rescue member you can receive a 10% discount.  If you insure more than one pet you can receive a 10% discount off the second and subsequent pets' premium.  
 

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. A six month waiting period applies for cruciate conditions unless your vet certifies that no cruciate conditions exist on joining. 
 

Q. What is the most I can claim?

A. If you choose Accident Cover you can claim up to $8,000 per year. If you choose Accident and Illness Cover you can claim up to $12,000 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 pet insurance 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 pet cover 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.

To find out how you can get the best deal on Petsecure pet insurance, and to find out more about dog cover or car cover, call Petsecure, one of Australia's most experienced pet insurers on 1300 855 160.  You can also get a quick quote and apply online.