Medibank Pet Insurance Essential Pet Care

This company was a time wasting sink to us we had a policy about five years ago and then changed insurance,the other day we got an email saying they overcharged us and we were getting a refund of $80 but we needed to give them our new credit card details so after being on hold for a long long time we updated the details and waited and waited but… Read more

no money so I called them and waited eventually they said they had credit our old card that’s now canceled and we will have to chases it up with them, unbelievable incompetence and time wasting I have made three calls all for nothing,I tried to lodge a complaint but I think they filled in the rubbish bin. Thanks

Horrible customer service when I asked why my policy had gone up by 86% in only two years. No claims other than what they offer for vaccinations/check-ups/worming. I was sent a generic AI written email stating that this was "normal", yet I can get the exact same coverage from 4 other pet insurance companies for half the price. I advised I wanted… Read more

to cancel my service and THAT'S when they decided they wanted to keep me as a customer and offer me a discount. Not when I raised concerns about the increased and said I wasn't happy, no it was when I told them I wanted to cancel. They offered me 3 months for free which still would have cost more over the year than switching to another company. I told them no, I had already set up a new insurance policy to start when Medibank ended and then they proceeded to continue sending me emails and reminders of the free 3 months. Maybe don't send customers an AI generated email, and they might consider staying.

My experience with Medibank Pet Insurance Essential Pet Care – The Medibank Pet Insurance Essential Pet Care was a lifesaver when one of our cats, Cosmo, was hit by a car. We had only just started our insurance but this insurance allowed us to finance Cosmo’s surgery, and he is now completely healthy :) We have now been with Medibank Pet Insurance for six years (we are now reconsidering our subscription as… Read more ·  1

our cats are now indoor cats, and the Medibank Pet Insurance Essential Pet Care does cover any dental treatment), and our claims have always been resolved quickly. The customer service is always extremely friendly, clear and helpful, whether through phone or email :)

Excellent customer service – I had an emergency with my pet and rang the insurance for a few details. They were able to help me with everything. I highly recommend Medibank. Excellent customer service. Show details ·  1

An outlier in the insurance industry – We had to say goodbye to our beautiful old boy of 12 years. When it came to submitting claims for the last few vet visits, Medibank went above and beyond. After his death we were not in any state to call around and deal with cancelling policies etc but Medibank took the initiative to do all of this for us, even honouring a claim for previous… Read more ·  1

medication after his policy was canceled. We submitted this through our other pets policy and Medibank were amazing. They didn’t call to question us or ask us to do this through other channels or jump through a million hoops which we’ve come to expect through other insurance providers. Medibank were kind, empathetic and just really human in the way they helped us claim post the death of our pet. I can’t recommend them highly enough. We are now thinking about swapping whatever other insurance possible to them after experiencing how they run their organisation. Medibank helped make an awful period of our lives, less stressful. We are really grateful.

POOR, DO NOT EECOMMEND – Took out medibank pet insurance for both our dogs(10 years old and 7 months) Bonnie was diagnosed with lymphoma had 7 masses removed, three teeth including molers removed, costed roughly $2100, took out insurance that should had been covers as we took out top cover with extra for both canines, didn't get a cent back as according to them desexing… Read more

and pre-existing conditions are not covered even tho the masses were recently diagnosed, it should all been covered in the policy as surgery and procedures for both mass removal and desexing is a common everyday practice. They representative did not state that desexing was not covered, we also spoke to them regarding the lumps informing them what we were told, policy was taken out then Bonnie was diagnoses, updated medibank regarding (2 days prior to operation) was told operatoon was not covered , they said we are covered when we had to pay extra and get nothing back. Medibank is a pack of lies, do not give a care in the world about your pet, if they employed people who can speak properly and that work with customers on a daily bases, things might had turn out better, DO NOT TAKE INSURANCE Out for your pet or any type of insurance, if they do this to your beloved pet what are they doing to people, absolutely disgraceful and they need to learn customer service

Medibank is not the one – Medibank pet insurance is not competitive with other insurance companies. With a 70% benefit percentage, $250 excess there is so many better insurers to go with. After 6 months of premiums, I just had my first claim approved and moved to another insurer hours after receiving it. With a $399 vet bill I got $26 back. Show details

Making up lies to not pay claims – I tried to submit a claim for a UTI for my dog and they claimed that she presented at a vet clinic with UTI symptoms 36 days before the UTI occurred. They said she attended the vet in Jan for this issue when she hadn't been to the vet since September the previous year, and there was nothing on the vet's history that said she'd ever had a UTI.… Read more

Don't trust them one bit, I think I'll be cancelling my insurance with them.

Update: after their review they're still unwilling to pay for this claim despite it being a perfectly valid claim, saying the years of her having urinary issues because of poor training was actually because of the UTI. I've gone ahead and cancelled my policy with them, hopefully that will go smoothly but with their track record I wouldn't count on it

Spoke to Eka today re our policy concerns. I was very happy with outcome – We were concerned that we have not received any payment for claims submitted. Eka explained reason why. Show details ·  1

Medibank never pay benefits ever! – What a bargain, I thought this insurance was. Zero excess, $30/month, what's not to like? Except each claim i've made has been denied for the most ridiculous reason including "pre-exisiting ailment" for an unrelated illness over a year before. The robots in the Phillippines manning the call centre are no help either so its straight to AFCA with a… Read more

complaint and to Coles for the insurance i wish i had bought in the first place. Never again, Medibank.

Would give minus stars if I could – I moved from RSCPA Pet Insurance to Medibank for better pricing but it was the worst decision I’ve ever made. Not only did it take a long time for claims to be assessed, they rejected my first claim because I was a few hours outside the waiting period (had I known this I would have rescheduled my vet appointment). Then my second claim they… Read more

classed an ear infection as a ‘pre-existing condition’ because my dog had an ear infection 3 years prior to the claim. When I called to dispute, the Customer Service Team offered no help and just kept reading what I assume was a script. I then called to cancel my policy and I asked for my premiums back as I have been paying for a service I have not been receiving, again the same script was just read to me over and over again with no consideration for the customer. An absolute scam, and I will be taking this to The Obudsman as l was paying for a service I never received and was refused a resolution.

Great service – Recently had to make a claim for our dog who unfortunately ended up with an ear infection that required treatment with antibiotics etc. Vets submitted claim on our behalf and it was approved by Medibank with funds transferred in a matter of days. Great service & value for money. Show details ·  1

40 minute wait times – I was put on hold for 1/2 hr after attempting to login the portal x3 times, the account had to be reset, the claim wasn't uploading. Disgustingly the customer service sent me an sms to login that never arrived, after all the process had to send the claim by email that took ages for the end to receive. Stir away Show details

Not the best – Over a month ago I submitted a claim for a relatively minor issue with my dog. As Medibank Pet Insurance don't really seem to provide any information on what one can or can't claim for I put the claim in anyway. After a lot of stuffing around, since MBPI wanted notes from the vet, I finally get a notice telling me that my claim has been processed… Read more

and I will be charged $200 excess and receive $0 benefit. Perhaps MBPI could be a bit clearer what they mean with a detailed invoice? - After looking at it more I can see that it meant $200 benefit minus the excess = $0. Since first complaining to MPPI they have contacted me and made some compensation - at least they tried, but I'd seriously consider another provider still.

Cannot fault Medibank pet insurance – We signed up to Medibank pet insurance when we rescued our one year old staffy cross back in 2018, and I couldn't be happier with our decision. Around a year later, our formerly perfectly healthy dog started having seizures and she was diagnosed with epilepsy, cue lifelong medication and testing. It has been an easy process to claim Ruby's tests… Read more ·  1

and medication every couple of months, and I'd say we come close to maxing out our limit each year which for us makes our policy fantastic value for money. Refunds received in about a week. Never had an issue with any of our claims or customer service. We have our health insurance with Medibank too. Great value and quality insurer.

Do Not use Medibank for your Pet – I paid my policy on the 25/06 as scheduled. My beloved dog then passed away on the 11/07. I put a claim in on the 15/07 for the final vet appointment where he was euthanized. I then sent an email saying that would be my final claim (obviously). They notified me on the 17th that policy would be cancelled as of the 15th ( I would have thought 11th… Read more

but whatever) but any claims could still be submitted. I then get email on the 18th saying my claim will not be paid because I cancelled it on the 24/06! Now I have to chase them up when I have just lost my dog which is the last thing I need. Totally poor treatment for someone who has just lost a member of their family. I hate this company and will never use them for anything.

Excellent customer service – I just want to express my gratitude to Raymar from the Medibank Customer Service team who helped rectify an error that had occurred with my policy that had affected my pet insurance claim. Raymar was very sympathetic, compassionate and sensitive to my current circumstances and managed to find a timely solution, which involved multiple teams. Thank you Raymar for your professionalism and keeping me informed during the whole process. Thanks Show details ·  1

High cost, low return – I have had 2 differences insured with Medibank for many years and at one time they were very good. Now I am very disappointed with the fees that have almost double in 2 years (with very few and only minor claims). Recently we claimed nearly $1000 worth of vets bills and we got back less than $250. Show details

DO NOT go with Medibank Pet Insurance - Wish i did my homework 12 years ago!!! – Have been with Medibank since 2008/9 on the recommendation of a friend, my dog is now 13. I have made one claim since signing up and last week i tried to make another claim (which actually relates to the first claim they paid out on) and they conveniently label it something else and won't cover it. DO NOT GO WITH MEDIBANK, if i did my homework… Read more

better in 2008 i would not be thousands of dollars out of pocket with nothing to show for it. And as mentioned by others they increase your premium significantly once your dog gets to a certain age!!! If i could rate them no stars i would!!!!

The older your dog gets! Up up up goes the premium – I see myself as reasonable. However, a jump of $66 a month, wow! Penalty was, dog got another year older. Been with this mob 12 years. Apparently, loyalty doesn't rate. Show details

Stressed, upset and disappointed! Wish I had read these reviews – Please don’t go with Medibank Pet Insurance. My innocent, truthful claim was rejected! Even the vet was in total disbelief! They try to use the pre existing story for loads of claims apparently. Left me with over $1,000 on my credit card! Paid out for pathology report, pet had a tumour called a Trichoepithelioma, a seperate lesion and they… Read more

declined saying is pre existing as my pet had a sebaceous cyst 18 months prior. The worst thing is, it was in a completely different place as well as being a completely different growth! Now I have to wait 30 days and have had the stress of proving all of this because they do not have experts working within the company. After I complained they offered me three months free payments, I didn’t care about this but they offered! Guess what…they are still taking their money out of my account! Please choose a proper pet insurance company. We will be moving to Pet Insurance Australia. Read the reviews people!

Very Happy Customers – Our King Charles Cavalier, Mitsy, is a high maintenance loved pet. She has had an ongoing dry eye condition which requires daily, very expensive, eye drops. She has ear drops and skin ailments. We have never had a claim rejected. Claims paid with days of Pet Portal claim lodged. We will never change provider. Six years of great service. We thank you Medibank! Show details ·  1

Blood suckers – This company is so bad it isn't funny. Spent $9000 bucks in premiums over 12 years. Paid out about 360 bucks for standard dental. Lost our dog last week. These scum suckers didn't pay out any rebates, had his spleen and galblader out. Didn't even cover the cost of ending him peacefully. Do not use them. Show details

Customer Service Great - Company eh – Its expensive per fortnight which is a bit of a rip compared to what I've received back so far. It was easy to set up. The company claims itself are a little eh as I've had my dog since he was 3 months old and he is now 4 and they keep requesting the pet history when I've submitted all my claims which would show his history. Either way - looks… Read more

like I'm slowly getting to the bottom of this.

Customer service is great. Marcelle was very polite and helpful with trying to get it sorted out she even called up the vet to get the details herself. Def went above and beyond the help I received last time a few years ago. Thanks so much, Marcelle if you're reading this. You are an asset to the company!!!!

Difficult to claim – Got the cover since my dog is 8 weeks old, and he is now over 3 years and 8 months old, throughout this period, any claims lodged have been rejected and needed to argue before getting a review. 10 days ago, detected my dog is limping and according to the vet suspected ligament injury, and applied medication which helps. Lodged claim with all the… Read more

reports from the vet, but was rejected immediately based on condition that it is a pre-existing condition. I have not idea what does it mean as he never ever show any sign of injury or limping at all till 10 days ago, have requested a review, but resulted same as before. All along he is a happy and healthy dog with no sign of any injury until limping started 10 days ago, so how could it be a pre existing condition.

With all these problem its best for me to cancel the policy as it is not worth to hold a policy that does not meet your need and expectation.

Patient – Really clear understanding of directions to follow to reset my account. I didn’t lodge a claim I have been with pet insurance for 5 months my dogs name is Charlie Show details ·  1

Tried to scam us out of a refund – Called to cancel and was given two conflicting terms and conditions in relation to refund. When we asked about this the girl on the phone placed me on hold and then advised she would not be able to offer a refund on our last instalment with no explanation. The policy itself is terrible and barely able to be considered an actual policy. We were eventually sent sent through to a complaints team member after an extended hold time.  Show details

Term doesn't make much sense – Insured my cats for half a year then finally find that I can't claim anything anyhow because I don't have a full medical record. How am I going to see a doctor if I haven't seen a doctor before? Show details

Great customer service – I’ve been a customer with Medibank pet insurance for 10 years now. I have made claims in the past and they’ve usually been dealt with quickly and reasonably fairly - although make sure you read your policy carefully so your expectations are right! Recently I dealt with their customer service team and I had a wonderful experience with staff member… Read more ·  1

Christy. Even after our first interaction had ended (and I thought I would have to escalate further) she continued pressing my case and reached a very satisfactory outcome for a long term customer. She is a true example of going above and beyond for the customer, and should be commended. Her customer service turned my experience around and made it entirely positive. Thanks Christy!!

Prices increases and what do you get? – Well don't I feel like I have been taken for a ride! I took up the policy when my dog was 3 months old and he is now 7. The premium has more than doubled in that time and that is after I have lowered level of cover. I cringe at the thought of the cost had I not lowered the level of cover. I pay more for pet insurance than I do for my own health… Read more

insurance. If I had made large claims, I wouldn't be disputing the increase but I would have been financially better off had I saved all the money and self insured. I have paid thousands over the years and every time I receive the renewal, it seems less is covered but the premium is increased. What am I getting for all the price increases? My advice would be to save your money and self insure!

Terms and conditions created to get them out of paying claims! – I feel like a real chump. 9 years of paying premiums and when my dog starts having issues last year it appears that the way the terms and conditions are written it gets medibank out of paying claims most of the time. Then to have a big claim and then realise its not covered at all on silver paw. And that was me paying $1400 per year in premiums.… Read more

Anyway I just cancelled and was told that even though I just paid a fortnightly premium and that puts me 2 weeks ahead that there is no refundsies on that. Yepppp. Really look into the ts and cs when deciding who to go with, I wish I did.