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Pet Insurance

Insurance that helps your best mate (and you)

Protect your pet from those unforeseen accidents. At PetCulture we have teamed up with petinsurance.com.au to offer Pet Insurance for tiny puppies, dogs, cats and indoor cats.

Dog and puppy insurance

This should get a few tails wagging. With pet insurance for dogs or puppies, we’ll pay up to 80% of your eligible vet costs when accidents and illnesses strike. And if you choose to add non-insurance Routine Care, your dog will get a contribution towards the costs of certain preventative healthcare treatments like vaccinations, de-sexing, micro-chipping plus other day-to-day treatments. It’s not just about looking after your best mate, it’s also about helping protect yourself from unexpected costs.

Cat and indoor cat insurance

Our cat insurance covers your fur baby for up to 80% of eligible vet costs at any registered veterinarian throughout Australia. And if you choose to add non-insurance Routine Care, you get a contribution towards the costs of certain preventative healthcare treatments like vaccinations, de-sexing, micro-chipping plus many other day-to-day treatment options.

How do I make a claim?

When you take out a PetCulture policy with petinsurance.com.au, you will be able to register for our secure pet portal, where claiming is easy - simply upload a copy of your vet's itemised invoice and consultation notes. If it is your first claim you may need to attach a full veterinary history for your pet. You can call on 1300 855 663 and speak to a friendly customer service team member for claim forms if you do not have access to the customer portal.

Important information

  • Cross Sell Pet Advice.jpg

    Cover for dogs

    Combined Product Disclosure Statement, Policy Terms and Conditions and Financial Services Guide.

    Read PDS
  • Cross Sell Puppy - Salmon.jpg

    Cover for puppies

    Combined Product Disclosure Statement, Policy Terms and Conditions and Financial Services Guide

    Read PDS
  • Shop Cat-1.jpg

    Cover for cats

    Combined Product Disclosure Statement, Policy Terms and Conditions and Financial Services Guide.

    Read PDS
  • Cross Sell FAQs.jpg

    Indoor cat cover

    Combined Product Disclosure Statement, Policy Terms and Conditions and Financial Services Guide.

    Read PDS

Pet insurance FAQs


Can I cancel my pet’s policy?

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.

How do I make a complaint

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

    Websitewww.afca.org.au

    Emailinfo@afca.org.au

What waiting periods apply?

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.

At what age can I start my pet’s Pet Insurance?

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.

What are the key product features?

% 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

Terms and conditions

Terms, conditions, waiting periods, limits and exclusions apply. Petinsurance.com.au is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, is arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and is promoted and distributed by PetSure’s Authorised Representatives (AR) Pet Insurance Pty Ltd ABN 38 607 160 930, AR 1234944 and Pet Culture Pty Ltd ABN 69 644 613 098, AR 001284860. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing. PDS and Target Market Determination available at http://www.petinsurance.com.au/forms-faqs-2 .