Medibank Pet Insurance

I am extremely disappointed with Medibank Pet Insurance. Despite my policy being fully up to date and paid monthly, Medibank unauthorised a debit of over $2,000 from my bank account at the time of a claim, which was my entire spending for the month including groceries . This withdrawal occurred without consent, explanation, or justification.… Read more

Their justification was that I never paid my policy since 2022, which is absurd as I have record of my monthly payments which I have provided them with.

Weeks later, the funds have still not been returned. My bank has confirmed they are waiting on Medibank to authorise the refund, yet Medibank has failed to respond or act. This is not a banking issue — it sits entirely with Medibank.

I have formally advised Medibank that this error has caused financial hardship, yet the delay, lack of urgency, and poor communication have continued regardless. The distress and hardship this has caused could have been avoided with basic competence and timely action.

As someone who works in the insurance industry, I find the handling of this matter completely unacceptable. If my organisation treated customers this way — especially after hardship was declared — it would be considered a serious failure of duty of care.

I am still waiting for: • Confirmation the refund has been processed • Confirmation it has been communicated to my bank • A clear timeframe for when my money will be returned

I would strongly caution anyone considering Medibank Pet Insurance. Mistakes can happen, but failure to correct an unauthorised transaction and leaving a customer out of pocket is not acceptable.

Good customer service received – when I contacted Medibank regarding pet insurance renewal I was thinking that I would be cancelling my policy and the policy of my other two pets. Had a delightful you man called Bill who asked me what I really wanted to do. Which was to keep some protection for my pets as they were all older . He offered an option of reducing the amount I got… Read more ·  1

back with each claim to 60% and we changed payments to monthly and amended my excess. Two policies were due for renewal and they have now been changed and the amount I pay is very manageable. As soon as my last cats policy is due for renewal I will call to discuss with them. I have had two of my pets insured for 16 years and the other one for 10 years and have always been happy with the return. It seemed to me that there was a definite consideration to current cost of living issues and offering a reasonably priced insurance that would at least give some assistance. Billy was very helpful , polite and considerate.

Reliable, value for money, prompt benefits paying pet insurance company – We have been loyal customers of Medibank PetSure for decades, and our experience has been overwhelmingly positive. Here’s why: Exceptional Claims Processing One of our dogs underwent several surgeries, and without Medibank's prompt claims processing, we wouldn't have been able to afford the critical treatments he needed. Their efficiency in… Read more ·  1

handling claims ensured that our beloved pet received the best possible care without financial strain.

Handling Chronic Issues Our second dog had numerous chronic health issues, resulting in a complex mixture of claims. Despite the complexity, Medibank managed to process all claims swiftly. This quick turnaround was crucial for managing our pet’s ongoing health needs.

User-Friendly Online System The online system for lodging claims is both user-friendly and efficient. It made the whole process straightforward, reducing the hassle during already stressful times.

Excellent Customer Service Mistakes can happen, but whenever they did, Medibank’s staff were prompt in resolving any issues. Their approach was always compassionate and personalized, which we greatly appreciated. The staff’s dedication to understanding and addressing our needs made a significant difference.

Overall Experience In summary, Medibank PetSure is a reliable, easy-to-deal-with, and value-for-money insurance provider for our pets. The service and support they offer give us peace of mind. When we adopt a new dog, Medibank PetSure will undoubtedly be our choice for pet insurance.

I highly recommend Medibank PetSure to anyone looking for trustworthy and efficient insurance for their furry family members.

I have been with medibank pet insurance for more than a year. I feel at ease that my beloved pet is covered if he is sick. Claire has been great in assisting me to get a better cover and cost for my Pets insurance. Show details ·  1

Called and spoke with Gil, to see if they could lower my premiums. Have been with Medibank for over 8 years and didn’t realise pet insurance was costing me over $2200 a year for 2 dogs. Gil was kind and offered me a 3 month grace period. This will save me $550 over the coming months and has retained my business for now. Thanks for your assistance today Gil. Show details ·  1

Absolute rubbish! They come up with any excuse not to honour a claim. As if we are not stressed about our pets as it is- Medibank pet insurance double down on the stress. We pay enough monthly as a precaution for our pets only to get a kick up the wazoo. It’s not the first time either. I asked for them to review the claim and am waiting. Show details

Do not use this pet insurance have been paying it for over 12 months now and my pet had to have unexpected surgery and it will not be covered thinking of taking it further Show details

I just went to put in a claim as my pet has just died. However I was surprised to hear that my insurance had been cancelled because my debit card failed. They said they sent me an email about the cancellation, however I never got that email and instead got an email simply about the payment failing. One email. It was in my updates folder and I… Read more

missed it. There were no other attempts to contact me. In contrast, I insure my dog with RSPCA and so they contacted me via email, text and phone when the payment failed. I am now highly suspicious they wanted to cancel my insurance plan anyway as my cat was old and would probably cost me too much.

I recently had an incredibly positive experience with Medibank Pet Insurance, and I’m truly grateful for the support they provided during a very stressful time. My puppy suddenly became very unwell and had to be taken to emergency, where things escalated quickly and surgery was required. As any pet owner would understand, it was an emotional and… Read more ·  1

overwhelming situation — not to mention the unexpected and significant costs involved. Throughout this whole process, Medibank Pet Insurance was outstanding. The claims process was straightforward and efficient, and their responsiveness gave me real peace of mind when I needed it most. Knowing that a large portion of the expenses would be covered allowed me to focus entirely on my puppy’s recovery rather than worrying about finances. Their support during such a critical moment made a huge difference. I felt reassured and backed by a team that genuinely understands how important our pets are to us. I highly recommend Medibank Pet Insurance to any pet owner looking for reliable cover and excellent service when it matters most.

the staff ivan is so good, he spends a long time to choose the correct plan and i can continue the insurance of my three old dogs, if not, i guess i will cancel my plan after purchased 15 years in Medibank pet. lucky he is here. very good staff Show details ·  1

The lady i had on the phone was extremely helpful, explained everything and gave me 3 months free, which will help me a lot as my other old dog(not insured) has just had surgery last week, so this will help me pay that vet bill off, so much appreciated Show details ·  1

I have had my pets insured with Medibank for approximately 17years. My dog Monty turned 17 a month ago. I received a price update on his policy, which was eye-watering and too much for me to consider, so I rang to cancel it. Rome from customer service was just so kind and advised me of a customer loyalty package that will help me for the next 3… Read more ·  1

months (free cover) for Monty and also D'Arcy. I just can't thank him enough; this means so much to me. I am nearly 70 years old, and I still work. This gives me hope that people/companies still care.

I recently had to make the very difficult decision to cancel the health insurance for my beloved 16+ year old dog. As she has reached such an advanced age, and with her slowing down, it simply became too expensive, especially since we won’t be doing as much moving forward. I dreaded making that call—it was one I postponed for quite a while. It… Read more ·  1

felt like closing a chapter, and that was hard.

But to my surprise, the experience turned out to be unexpectedly comforting, thanks to Katrina. She was not only professional and courteous, but also incredibly kind and empathetic. In a moment that felt emotional and heavy for me, she brought lightness and understanding.

Please pass on my heartfelt thanks to Katrina. She truly made a difference, and I believe she is a wonderful asset to your company. People like her are rare—make sure you hold on to her.

I would like to give Nathan from Medibank private pet insurance a big thumbs up as he was very courteous and was able to sort my problem out very quickly and effectively. I was very happy with the service and couldn’t recommend him and Medibank enough. Show details ·  1

My dog has been insured with Medibank Pet Insurance since he was a puppy and he is now 13 years old and I will continue with Medibank Pet Insurance. I have never had any issues with the claims that I have submitted over the years and claims have been paid promptly. Communication is excellent. Show details ·  1

I called to cancel my policy and after speaking to the representative, the information given allowed me to make some alterations to current cover and cover more pets for less than the policy I was going to switch too. It was easy to make changes and add the additional pets over the phone ! Show details ·  1

This pet insurance has been incredibly frustrating. Nearly every claim gets denied due to “pre-existing conditions,” even when it’s a new episode of the same illness. They request all past clinical notes and use any past mention to avoid paying. Pets can have the same issue more than once, but they won’t cover it. Feels like they’re just looking for reasons not to pay. Not worth it. Show details

I was sceptical about pet insurance. Thought I would try it, never really needed to use it... until I did. Our Hungarian Puli became suddenly unwell, 6 vet visits in 2 months, including an admission for bloods and X-rays over $3000 estimated, we paid $900 Then came the deterioration... admission, 2 nights in ICU, fluids, pain relief, estimated… Read more ·  1

for MRI & LP... $10,000 I just about fell off my chair, the emergency vet called Medibank, they paid 75%... we paid $2900.

They were so easy to deal with, vet submitted the claim and paid within days.

Would 100% recommend again

I emailed to cancel our pet insurance as it has continued to rise by $200 per year. They emailed back to offer a $200 discount if we continued with them, to the detriment of the other members in the fund no doubt. I ignored this email which it said to do if I still wanted to cancel. Today, they took the full amount from my bank account and now… Read more

they are closed on weekends so I have to wait god knows how long for them to return my stolen $700! I have many words for them, that I can't use in this forum. Grrrrr

Important to call out good experiences too with products and have only good things to say about Medibank Pet insurance, premiums are reasonable and our dog had an accident that required emergency surgery and then a followup surgery, both were covered without much hassle and the portal keeps you informed of the progress of the claim without having to be on the phone adding to what is already a stressful situation. Well Done. Show details ·  1

I called to cancel my policy as my Labrador is now 13 years old and I wouldn't put him under any operation at his age and also the fact that the premiums are now too high for me to afford. The service representative explained to me about the reasons for the increase in premiums and understood why I wanted to cancel. She put a waiver on for 3… Read more ·  1

months because I have been a long standing customer and if I still wanted to continue cancelling the policy, I need to send an email and it will be cancelled before the due date. It was lovely to see that recognition was shown by doing this for being a loyal customer. Well done Medibank!

We’ve had our dog insured since 2021 with medibank & reluctantly made a call to cancel our cover. I was greeted by Francis who provided some reassurance by offering 3months free cover for the interim. Thank you Francis, your explanation of our existing cover, help with additional options & customer service today was much appreciated. Well deserved 5 stars ⭐️ Show details ·  1