Bow Wow Meow Pet Insurance Questions & Answers

Hi Sammi, thanks for getting in touch. I would like to have our team investigate this and see why it was double. Would you mind sending through your details to help@bowwow.com.au? We just need some more details to better understand this case. Thanks in advance!

Hi Michelle, unfortunately, vaccinations and desexing are not covered under our policies. However, if you choose to add routine care to your cover, you can receive a $50 annual benefit for desexing and up to $30 for vaccinations. For more details on Routine Care, please see the following link external link . Hope this helps :)

Hi Chris, yes if you need to claim within those three months, your claim will be processed depending on your level of cover you have taken out. Hope this helps. All the best from the Bow Wow team :)

If we cancel our policy within the 3 free months, are we charged for leaving?

Hi Narelle, You can cancel your policy with us at any time by contacting our customer service team at bowwow@petsure.com.au. The cancellation will be effective once we provide you with a written confirmation of your request, either by email or letter. If you’ve been paying your premiums annually, we’ll retain a portion of the premium that relates to the period that you’ve been insured. We’ll refund you the residual premium for the unexpired period (less any government or statutory charges that apply). We call this providing you a pro-rata refund, based on the number of days we insured you. If you’ve been paying your premiums by instalment, there’s no premium refund for any remaining days of a current instalment period. No further premium instalments will be deducted. Your cooling off cancellation rights apply when you buy your policy and also exist when your policy renews or is reissued following a change in your cover.

To learn more about our policies and the cancellation please see our PDS here: external link 

We hope this helps. Please let us know if there are any other questions. Thanks so much, Kerstin

Yes. And then collect all your invoices, tests and medical history and attach them when making a claim.

Hi Camille, if your vet is registered for GapOnly claiming, then you have the option to get your claim processed while you wait at your vet clinic, and only pay the gap between the vet bill and your rebate. You can read more about this here: external link  If your vet does not offer GapOnly claiming, then yes, you will need to pay the full vet bill and submit your claim to us. We then rebate you for the eligible component of your claim.

Hi Lin, thanks for getting in touch. Generally, that would be considered an accidental injury or illness. However, to provide you with more accurate information, I would have to get our customer service team to check for you as I do not have access to your vet history. Can you please send me your policy number and I will get our team to look into this for you? Alternatively, you can call 1800 668 502 and they can advise you on this matter. Kind Regards, Paige

Hi Hannah, sincere apologies in the delayed response. The surgery is generally covered as long the related condition is not a Pre-existing condition and not part of the General exclusions. If you need further clarification or specific details related to your policy, please contact our call centre on 1800 668 502. Have a great weeekend!

Hi Julz, thanks for contacting us! No, unfortunately cremation is not covered under our policies. However, you can add Routine Care to your plan and receive a $50 annual benefit for cremation. More information on this can be found by following this link external link . All the best from the Bow Wow team :)

Hi Sue-ellen, apologies for the delay in getting back to you. Surgery is covered but it depends on several factors including what type of surgery Boa needed and whether or it is due to a pre-existing condition. If there is a specific surgery Boa needs and you would like to know if you are covered, please send us through your policy number and I can get our team to check for you. All the best, Bow wow Meow :)

I understand that it wouldn’t be covered if it is a pre existing condition but after going over my policy several times I still don’t understand what the other exclusion factors are. I didn’t even realise there are different levels of surgery for Boa. My dog is just a pup and hopefully I never need to make a claim but am trying to prepare for the most common surgeries needed for the breed to make sure I have the level of insurance that will benefit him most. My policy number is P359 1421 3271 5906 Thank you.

Thanks for providing those extra details Sue-ellen. Can you please also forward your contact number and email? I would like to get one of our team members to call you and discuss this matter. Thanks in advance!

Hi Carla, Thank you for contacting us. Yes you are correct. We take the Excess off the benefit amount paid. So if you have $200 excess and make a claim which is coverable, you will get back $2,400 in the policy period. Kind Regards, Bow Wow Meow :)

Hi Debra, Thank you for contacting us! We are very sorry to hear that you have had trouble accessing the portal. I would like to get someone to sort this out for you ASAP. Can you please send an email to help@bowwow.com.au with a copy of this question as well as your policy numbers and I will have someone from our team look into it? Thanks in advance, the Bow Wow team :)

Thanks this has been sorted

Very easy. Login to the customer portal and upload your receipt

Hi Dennis and thanks Annie, here is the link to the portal: external link 

Not sure how long for that, depends if pre-existing, I would imagine... they cover up to $7,600 for hip surgery though and they do cover total hip replacement on some of the policies. Best call them on 1800 668 502 for all the info!

Hi Anna, there is no specific waiting period for Hip Dysplasia although it is subject to the standard 30 policy Waiting Period and the pre-existing condition exclusion.

Hi Deda, no this will be fine. However, I suggest doing it as soon as you can. The Bow Wow Meow Team

Hi Eliza, yes...consultations have a sub limit of $300 per policy period. However, most of the accident and illness conditions cover up to the annual benefit limit specific to the policy taken.

Sorry to read about your personal situation Kris. My only thought is referring back to the pet insurer and present your enquiry WHY? was this not included, with a screenshot file outlining the "2 months discount as advertised" Best wishes

Hi Bruce, yes it does. As long as there are no pre-existing conditions...

Hi Parker Thank you for your enquiry. The PDS exclusions are subject to what the veterinarian has written in their history. If for example the dog had diarrhea, then didn’t have diarrhea for a long period of time, that condition could be eligible for cover if the vet has not linked the current symptoms to the symptoms that occurred prior to the policy. We rely heavily on the vet history before assessing each claim.

Please also refer to the Related conditions definition in the PDS which states: Related Condition means a Condition that has the same clinical symptoms, 15 diagnostic classification or results from the same disease process as a Pre-existing Condition for the insured pet. Even if this condition showed first signs or symptoms during the Policy Period (outside of the Waiting Period), it is still considered to be a Pre-existing Condition regardless of the number of areas of your Pet’s body affected. For example: if your Pet suffers from arthritis in its legs prior to the Commencement Date of the policy or during the Waiting Period, all future occurrences of arthritis for example in the back or neck, will be considered to be Related Conditions and will not be covered.

We would also like to encourage you to have a read of the pre-existing condition review under Section 6 of the policy booklet.

Please also be advised that each claim would be assessed on their own merits based on the terms and conditions of the policy.

Kind regards

The Bow Wow Meow Team

Wow!!! Your explanation of pre existing conditions with the 15 different related symptoms just made me NOT take a policy with you!! Seems like you have all your bases covered to NOT pay a claim!!! I think I have dodged a bullet here after reading so many negative reviews about claims being rejected.... My business will be going elsewhere!

Thanks for your feedback. Lisa we have paid out many many millions for eligible claims each year and this can be seen from all the positive reviews on this platform. You will find that every insurer has very similar clauses for pre-existing conditions.

Hi Melanie Alternative Therapy refers to us covering the cost of any examination, Consultation, advice, test and legally prescribed medication for the following procedures where they treat an Illness or Injury. This includes any Veterinary Treatment specifically needed to carry out the procedure: 1. Physiotherapy or physical therapy (not including Hydrotherapy) carried out by a qualified animal Physiotherapist or Vet; 2. Chiropractic manipulation carried out by a staff member of a veterinary practice, providing the staff member is a qualified animal chiropractor; 3. Acupuncture carried out by a Vet; or 4. Hydrotherapy carried out by a staff member of a veterinary practice in a pool/water treadmill owned by the Veterinary practice providing the member is a qualified animal hydrotherapist.