Everyday Pet Insurance Questions & Answers

Hi Amber,

Thank you for your question.

Please note that from July 1 2023 the 10% off your shop discount is no longer available online.

Kind regards, Jason Customer Resolution Specialist Everyday Insurance from Woolworths

Hi Nat,

To discuss your policy options, please contact your Pet Insurance team on 1300 10 1234.

Kind regards,

Jason ​Customer Resolution Specialist

Hi Amanda, Thank you for your query regarding the recent settlement of your claim. To provide you with the most accurate information based on the particular circumstances of your claim including pay out figures, you will need to speak with our friendly claims team.

Please contact 1300 10 1234 between the hours of 9:00 AM to 5:00 PM Monday to Friday to discuss this further.

If you require more information regarding the coverage selected, you can review the Product Disclosure Statement and Financial Services Guide using the following link: external link 

Apologies I could not be of more assistance via this forum.

Kind regards,

Nick Customer Resolutions Specialist Woolworths Insurance

Unfortunately very common.. few emails sent - no reply, then you start calling them - 15 min on hold to get through - finally get answered and the person would be like *I see your emails in the system but not sure why nobody answered them, leave it with me and I`ll come back to you* - and never comes back..

Oh my gosh, you are spot on. I'm really confused at how they manage to maintain customers to be honest.

Hi J.R,

If your questions have not been answered please contact us on 1300 10 1234 to allow them to be resolved.

Kind regards,

Jason ​Customer Resolution Specialist

Hi Dwsaville, Thank you for your question, IVDD is an exclusion under Accidental Injury, however, will be covered under all levels of cover for Illness claims subject to any policy exclusions that may apply.

For more information please refer to our PDS which you can find here:https://insurance.woolworths.com.au/content/dam/Woolworths/Insurance/Pet/UsefulDocumentsPet/Woolworths_Pet_Insurance_PDS-Nov-21.pdf.

If you have any further questions, please contact our team on 1300 101 234 option 2 for insurance.

Kind regards,

Ahmed ​Customer Resolution Specialist Woolworths Insurance

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Hi Shazza, Please use either of the following links to view the PDS for your Pet Insurance product. external link  or external link  Kind regards, Jason ​Customer Resolution Specialist Everyday Insurance from Woolworths

Hi Amanda, Thank you for your question, Relating to your question of whether BOAS Surgery would be covered for your pet, Please refer to page 8 of our product disclosure Statement (https://insurance.woolworths.com.au/content/dam/Woolworths/Insurance/Pet/UsefulDocumentsPet/Woolworths_Pet_Insurance_PDS-Nov-21.pdf).

Hereditary and congenital conditions will be covered by your policy if your pet is not showing noticeable signs of symptoms prior to your policy start date or within applicable waiting periods.

If you would like further assistance related to the additional benefits for having multiple pets insured, I would need to direct you to our Pet Service Team. You can contact our team by calling 1300 101 234 and following the prompts to the Pet Services Team.

Kind Regards, Ahmed Customer Resolutions specialist Woolworths Insurance

Hi Catherine, I am sorry to hear about your recent experience contacting our team to have the payment of your policy. Thank you for raising these concerns, at Woolworths Insurance we welcome and take your concerns seriously. Our Team is here to listen and assist our customers.

So we may assist you with your concerns and look into this matter further, could you please send us a private message with your Name, Date of Birth and Policy Number.

For more information about our complaint process, please visit our Compliments and Complaints page external link  Kind regards,

Ahmed ​Customer Resolution Specialist Woolworths Insurance

Hi JacquiW

Please contact us on 1300 10 1234 to speak with one of our agents to discuss your question

Kind regards Jason Customer Resolution Specialist Woolworths Insurance

Hi Jen,

Thanks for your query.

You can cancel your policy via woolworths@petsure.com.au alternatively you can contact our service team by calling 1300 10 1234.

Kind regards,

Nick ​Customer Resolution Specialist Woolworths Insurance

Hi Alex, Thank you for your query regarding coverage. All claims are handled on a case by case basis and if the condition/event is not listed via our PDS that can be found via the following link: external link  it does not always mean the condition or event is not covered and the opportunity to lodge a claim for review is still available to all Woolworths Pet Insurance customers.

Also, If your Pet requires Treatment and you wish to seek pre-approval of those costs, you can provide us with the itemised estimate of costs from your Vet, along with the Treatment required and relevant clinical records and/or veterinary history, and we will respond to you in writing with the outcome. Note: Pre-approvals are not mandatory and are not required in order to make a claim under your policy.

I do hope that this assists you with your query, if you have any further questions regarding coverage, please feel free to visit our website using the following link: external link  or contact us on 1300 10 1234.

Kind regards,

Nick ​Customer Resolution Specialist Woolworths Insurance

Many thanks for your feedback. Considering pet insurance companies are very different in annual main limits, sub limits, dental and preventative care or consultations fees benefits, are you able to hold more than one insurance policy with different providers for the same pet to be used for different claims (not putting the same claim twice but different claims and services)? Specifically with Woolworths is it supported or excluded?

Hi Alex, Thank you for your query. We are currently requesting further information on this topic and will be back to you as soon as possible. While we are awaiting confirmation, we can note anything of relevance mentioned in our Product Disclosure Statement and Financial Services Guide on the topic, as per the PDS:

8.7 Other insurance arrangements If we accept your claim and there is any other similar insurance under which you are entitled to claim, you are required to advise us at the time you submit your claim if you hold such other insurance. Total benefits paid to you across all insurance cannot exceed your actual expenses.

All claims are handled on a case by case basis, please review our PDS/FSG that can be found via the following link: external link 

I do hope that this assists you with your query, if you have any further questions regarding coverage, please feel free to visit our website using the following link: external link  or contact us on 1300 10 1234.

Kind regards,

Nick ​Customer Resolution Specialist Woolworths Insurance

Hi Bekk, Thank you for your query. You can access the Woolworths Pet Insurance Product Disclosure Statement and Financial Services Guide using the following link: external link  Please refer to page 33 part 4.1 of the Basic, Standard, Comprehensive & Comprehensive Plus PDS & FSG.

I do hope that this has assisted you. If you would like to discuss this cover with one of our friendly customer service representatives you can view the help & faqs page using the following link: external link 

Kind regards,

Nick ​Customer Resolution Specialist Woolworths Insurance

If it’s not Pte existing

Is there a 6 month waiting period?

Hi Product Reviewer, Thank you for your recent query. All of the policies cover Cruciate Ligament Conditions under the Accidental Injury section of the policy up to the sub -imit and has a six month waiting period. Generally, this is covered provided the condition is not pre-existing and did not occur within the waiting period.

You can view the Woolworths Pet Insurance Product Disclosure Statement and Financial Services Guide via the following link external link 

Kind regards,

Nick ​Customer Resolution Specialist Woolworths Insurance

Hi Bruce, Thank you for your recent query. Yes, Snake Bite is covered under the Accidental Injury Section of the policy. You can view the Woolworths Pet Insurance Product Disclosure Statement and Financial Services Guide via the following link external link 

Kind regards,

Nick ​Customer Resolution Specialist Woolworths Insurance

Hi Steven. My beef was the no coverage for the dental extractions and medication/pathology costs. It is a rort. I have cancelled the policy, as I am disgusted with them. Cheers. Pauline

Unless you already have pet insurance, I understand that it will not be covered. Read the fine print first. That's where I came unstuck. Don't expect cover for anything to do with dental. Good luck. I cancelled my pet insurance, as I am so disillusioned with it. Pauline

You can buy a thunder shirt from petbarn or eBay or see your vet for calming medication.

quick to take your money but truly a joke when it comes to follow up especially communication- its been weeks and nothing- cancel your credit card sadly.

Hi Naomi, thanks for contacting us about your Pet Insurance policy. We're sorry to hear you're considering cancelling your policy with us. You can cancel your policy by calling our Service Team on 1300 10 1234 between the hours of 9am to 7pm Monday to Friday (EST) or email us at petinsurance@woolworths.com.au with your request, policy number, full name and state. We also know that a lot of pet parents are doing it tough at the moment, and our dedicated team is here to help. If you’re in a vulnerable position or are experiencing financial difficulty, please contact us at help@petsure.com.au.or by emailing our team. Thank you.

If they ever answer their phone that is!!!

I am very disappointed with Woolworths Pet Insurance. I have been with them for 10 years now, and barely claim. Last week my doggie required 3 teeth extractions, requiring a general anaesthetic and multiple medications. From an $1100 bill, I got $50.00 back (the limit for my dental health checks). I pay over $1000/year in premiums. I am now cancelling, as this is an absolute disgrace. Pauline in Coffs Harbour.

Same here Pauline. Things haven't changed much with their pet insurance since your incident 1 year ago. Spent an hour on the phone waiting for them to answer this morning. They eventually did and I got half an answer which was $50 refund for a $1000 vet bill re dental. I had more questions which could have been related to a bit more refund so he transferred me to someone who could help further. Phone rang twice then was cut off. Sent email query. Still no answer. I have been with Woolworths Pet insurance for 7 years but that is it. I need to look elsewhere. Bev

Hi Bev, I am sorry to hear about your recent experience when trying to get in touch with us regarding your claim. Thank you for raising these concerns, at Woolworths Insurance we welcome and take your concerns seriously. Our Team is here to listen and assist our customers. So we may assist you with your concerns and look into this matter further, could you please send us a private message with your Name, Date of Birth and Policy Number. For more information about our complaint process, please visit our Compliments and Complaints page external link . Kind regards, Nick ​Customer Resolution Specialist Woolworths Insurance

If it is a pre existing issue, then no. And they will check all history.

Hi Tania L, thanks for contacting us about our product cover. With regards to a cataract or eye condition, yes this is covered under Illness cover on our policies if the issue forms, however; If any symptoms or signs of a condition occur or the condition exists in any form prior to insurance taken then it will be considered a pre-existing condition and it will not be covered.