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 the Petinsurance.com.au customer service team on 1300 855 663 or send an email at petinsurance@petsure.com.au so the team can discuss your options.

If you do decide to cancel, we will issue a pro-rata refund for the uninsured period where premiums are paid annually, less any applicable government or statutory charges. If you pay by instalments, we will not deduct any further premiums after the date of cancellation.

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
   (Weekdays between 8:00am and 8:00pm – (AEST) – except public holidays)
   
   Writing: Customer Service Complaints, Petinsurance.com.au, 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: info@afca.org.au

What waiting periods apply?

For Cat, Dog and Puppy Cover options, there is no waiting period for specified accidental injuries and you may claim immediately after the policy has started. You may claim for relevant illness conditions that arise 30 days after the commencement date of your first policy period.

Note: There is a 6-month waiting period that applies for cruciate ligament conditions, irrespective of your cover level, which may be waived on application by completing the "Cruciate Ligament Form". For more information on waiting periods, please refer to the Product Disclosure Statement.

For the Indoor Cat plan, you may claim for illness conditions that arise 30 days after the commencement date of your first policy period. Note: there is a 6-month waiting period that applies for cancer. For more information on waiting periods please refer to the Product Disclosure Statement.

Cat & Indoor Cat Cover

Cats can be insured from 8 weeks of age. For our Accidental Injury and Illness Cover and Indoor Cat Cover, your cat must have joined before its 9th birthday. There is no upper age limit for our Accidental Injury Cover option, so any cat older than 8 weeks of age can join.

Dog Cover

Dogs under the Dog Cover plans can be insured from 6 months of age. For our Accidental Injury and Illness Cover, your dog must have joined before its 9th birthday. There is no upper age limit for our Accidental Injury Cover option, so any dog older than 6 months of age can join.

Puppy Cover

Dogs under the Puppy Cover plans can be insured from 8 weeks of age up to 6 months of age. For dogs older than 6 months of age you may take out a policy under the Dog Cover options.

% Reimbursement

• - 80% of eligible vet bills covered on all products

Excess

• - No additional excesses to pay

Annual Benefit Limit

• - Up to $5,000 for Indoor Cat Cover
• - Up to either $3,000 or $6,000 for Cat Cover depending on the level of cover you select
• - Up to either $8,000 or $10,000 for Puppy Cover depending on the level of cover you select
• - Up to $10,000 for Dog Cover

Sub Limits

• - Some sub limits will apply depending on the level of cover selected to items such as Cruciate Ligament Conditions, Paralysis Ticks, Skin Conditions, Emergency Boarding and Consultations.
• - See the relevant PDS for more information

Products and Coverage

• - Specified Accidental Injury Cover (for dogs, puppies and cats) covers Specified Accidental Injury¹ and Specified Illness²
• - Accident Injury and Illness Cover (for dogs, puppies and cats) covers Specified Accidental Injury¹ and Illness³
• - Indoor Cat covers Specified Illnesses common for Indoor Cats⁴

1. 1. Specified Accidental Injury means physical harm or injury arising from an Accident that is a consequence of or results in one of the following
   • - a motor vehicle incident;
   • - a burn or electrocution;
   • - an allergic reaction to the following insect and arachnid bites; ants; bees; flies; mosquitoes; scorpions; spiders; and, wasps.
   • - a bone fracture;
   • - a snake bite toxicity;
   • - a traumatic ligament or tendon injury
   • - a bite wound or fight wound abscesses; or
   • - lacerations or abrasion of tissue, skin or mucous membrane due to external violence.
     
     Note: Conditions covered by the accidental injury cover section of the policy are specified in Section 2 of the PDS.

1. 2. Specified Illness for Specified Accidental Injury Cover plans includes: Ingestion of foreign object, Poisoning, Gastric dilation volvulus (GDV), Tick paralysis, Heatstroke, Trauma induced respiratory impairment, Traumatic spinal disc rupture, Embedded grass seed, Soft tissue injury, Eye trauma, Torn nail

1. 3. Illness means a sickness, disease or Specified Illness which:
   • - is not included under Specified Accidental Injury Cover;
   • - is independent of any Pre-existing Condition.
     
     Note: Refer to PDS for definition of Illnesses or Specified Illnesses depending on your level of Cover.

1. 4. Specified Illness Cover for Indoor Cat policies covers Cancer, Feline lower urinary tract disease (FLUTD), Gastrointestinal problems, Ingestion of a foreign object Diabetes, Hyperthyroidism, Heart Disease, Renal Disease and Diabetes.

Routine Care

• - $100 benefit for any one of the following: Desexing, Microchipping, Heartworm control, Teeth cleaning, Prescription diets, Cremation or burial, Dental illness treatment, Council registration fees, Obedience training, Behavioural therapy or Alternative therapies.
• - PLUS $50 for any one of the following: Vaccination, health check, Flea/tick/worm control or blood screen.

Please read the relevant PDS for full details of product coverage.