WARNING Do not insure with 'Pet Insurance Australia' they WILL slither out of paying like a snake in the grass.
I Insured with them for 'Unexpected veterinary expenses' and they will not pay up.
I've payed hard earned money to do the right thing for my beloved dog when she ends up in the vet to listen to 'Pet Insurance Australia' tell me that this claim is a grey area and they will not pay.
I now have to take my case to 'AFCA' Australian Financial Complaints Authority for them to get the money out of them.
They have very poor communications also to over seas call centre.
AFCA gave me a number for the Sydney office of 'Pet Insure' which is there underlying insured and they wanted nothing to do with it transferring me back to the call centre.
Claim seamlessly processed
Made a claim after our Doberman fractured a part of his foot and the claim was quickly and seamlessly processed. The service I have received from PIA over the last three years has been great and they have always provided me with a competitive quote.
When your precious pet is sick, you know you can rely on Pet Insurance Australia
We took out a policy for our beloved pet as soon as we brought him home as a 12 week old puppy. Fortunately we never had any major illness or health issues, until September this year when our 10 year old dog became acutely ill. Diagnosed with Gall Bladder stones and a mucous build up in his gall bladder and told we would have to rush him over to emergency surgery at a specialist vet hospital. He was booked in and operated on within 24 hours, had he not had the surgery his Gall Bladder would have ruptured and we would have lost him. Being able t...o make a split second decision and able to sign the surgery consent forms on the spot, knowing that we were covered, made a very distressing and stressful time so much more bearable. Our boy made it through the surgery, and after an extended stay in hospital we got to bring him home and he is now a healthy and happy dog. The claims process was so simple, and the communication was clear and the money paid into our account within the time frame promised. I highly recommend the comprehensive cover, you may never need it - but if something does go wrong, it's reassuring to know that you are covered!!
Extremely poor service. Would not recommend to anyone at all ever. Steer clear. I would never sign up to this insurance again. What a complete waste of time and money.
Glad we have it
Dog got to rat poison, thought we might not be covered but were and received over $900 back. Between that and the other couple of incidents our puppy has had we are up fo the next couple of years. There are some exclusions that are sure to get you/us at some point but that have come through so far.
Pet Insurance is needed for their twilight years
The excess I found rather confusing, and I don't think I've put in for every claim simply because I assumed that the excess would either be more than the claim, or was considered an excess on something that hasn't been claimed before, therefore a new ailment/injury where you have to pay the first initial excess (which is confusing in itself), or because the claim included the word/s tooth or teeth, then it was 'all over red rover' if it had those words in the claim. The claim process is easy, because it's all online and you just scan and attach the invoice/receipt, although, having to ring the vet for extra notes is a pain, and should be explanatory enough in the wording on the invoice/receipt.
Quick and Friendly
We foster failed Leo in May 2019 and in August, finally got around to extending my policy to now include two dogs and a cat! One month later, Leo had a bowel obstruction requiring emergency surgery. He has made a full recovery but it was incredibly scary for the whole family and adding a huge vet bill would have been the last thing we needed. Our payout was paid within days and they have since touched base to check on his recovery. I am very happy with PIA and wouldn't want to be without it.
very strange way of calculating excess!!
spent $270 on emergency vet consultations, the excess is $200 and got merely $12 back!! Called for explanation and they insist they are right very well well done for money grab and I am out.
Must Have Pet Insurance - Overall Very Good
Despite having to pay a $100 excess for every claim made on behalf of my dear little dog PIA responded promptly to each and every one and the money, often more than I expected, was in my bank account in no time at all. The only issue I experienced was as a result of my dog's passing when the refund was not explained to me despite a number of phone calls however the same was sorted out on speaking to a supervisor today who was extremely helpful in explaining what had happened and why and went above and beyond which was greatly appreciated. It ...was easy to take out the initial policy, to speak to someone on the phone when required and to make claims online as and when they arose and I am genuinely happy with my overall experience with Pet Insurance Australia.
Thank goodness I didn't cancel my policy!
Having never had pet insurance for my other pets, I wasn't convinced that I should have it for our rescue pup. Every year as renewal came round I considered cancelling. Fortunately I didn't! My boy ended up with a bowel perforation, followed by post-op complications and then further surgery. October was a horror month. I submitted the first half of the claim online, which was very easy to do. The claim was processed without any issue in a short time. The second half of the claim took a little longer but still in a perfectly acceptable time (<2 weeks). I would definitely recommend it
My claim turned out to be a pleasant experience.
My Cairn terrier cross had to have major spinal surgery after waking up parallelized on a Sunday morning, we went to a 24hr Specialist vet clinic 20ks from home there was no surgeon on duty at 5am, they contacted their head office 80ks north and a surgeon met us and operated 2 hours later after all the xrays and scans were done, his prognosis was 50/50 after operation. The office staff at both these clinics were wonderful they sent off all the relevant documentation to PIA claims dept. and I sent Teddy's vet history as requested, the clinic kep...t us updated daily and PIA sent several Emails on Teddy's outcome and health. I have dealt with many different Insurance companies over 45years making claims for clients in the engineering failure claims side of the insurance business, the way PIA handled my claim would have to rate as one of the best and easiest experiences dealing with an insurance company ever, it was all done via email and when I had queries they were answered promptly, the claim payments were sent to us over a period of 1 month, 2 weeks after each procedure was submitted for Teddy's operation and rehabilitation, it's only been 5 weeks but he has made a 90% recovery the surgeon is overjoyed as is every person that has been involved in this very traumatic experience. Thank you PIA for your no hassle handling and prompt payouts it made this event so much easier to cope with.
PIA is a godsend!
I have been with PIA for my staffy for about 5 years and have made numerous claims as my dog ended having a lot of health issues. PIA makes it super easy to lodge a claim and is so prompt with paying my claims. Makes it extremely stress free. Thank you PIA! I would be in a world of financial stress without you.
Poor customer service. Too expensive.
Hello I called earlier today to cancel this policy and I was told I will get a call back to complete the process. I did Not get a call back. Can you please cancel this policy asap and confirm with reply once done. Thank you
Prompt payment and helped financially
Very happy with the response times regarding payback with claims, the vets did all the claim. It helped financially especially with an older dog after quite a big op. We got most of the money back which was helpful as it was an expensive op.
Be careful with this Company 72% price increase over 2 years
The current inflation rate is 1.9% and wages growth for 2019 is 2.3%, yet somehow Pet Insurance Australia decided they were justified in raising my annual premium by 72% over 2 years. This forced me to cancel my policy and switch insurers leaving our leaving our pup uninsured against illness for a 30 day waiting period. We made 1 (fully justified) claim during that period as my pups eye was injured in an incident with another dog. We were paid $100. This was also a difficult process to go through. I would avoid PIA.
So glad to have this cover
My dog has had two cruciate ligament tears (back left knee and back right knee) in the last couple of years. In both cases, the claim was paid within a few weeks and covered a significant amount of my quite large vert surgery bills!
So glad to have this cover
We have had this Policy since our Staffy was 4 months old. He is 8yrs now and recently a large lump appeared on his Left Shoulder, whilst his Left Back Leg started to present painful! This company have been amazing to deal with even advising me of Pre-Authorisation forms the vet could fill out for pending surgery to see if we were covered. Having his surgery we now know we will get 80% back. Wonderful, I could not recommend them highly enough.
Recently my dog is diagnosed SA, a skin issue cause by immune system. I claimed the biopsy test and also the capsules for my dog. However, the fortnightly payment goes up little bit, hope it won't goes up too much for the next policy year.
Ridiculous price increase
I understand an inflation price is to be expected annually, but a 26% price increase is outrageous!
Extremely disappointed, would advise others check their annual increases.
We have never made a claim and our dog is only 1.5 years old.
Peace of mind!
With the experience I had with PIA after the last accident happened to my lab I felt that my policy was really good value! We've been with PIA since my puppy was 4 months old, Feb 2019.
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Questions & Answers
I have the Comprehensive cover for my Dachshund since the beginning of February 2019 and I wanted to know if IVDD is covered if my dog has not shown any signs prior commencement or recently?
PIA Management P.Pet Insurance Australia
Hi Fiona. IVDD (Intervertebral Disc Disease) is generally coverable under the illness portion of the policy.
The policy does not cover any Pre-existing conditions prior to the policy commencement or any signs or symptoms that have occurred during the Waiting period.
IVDD (intervertebral disc disease) is also excluded on any accidental injury cover (so make sure you read the PDS and ensure you understand exactly what your precious pups are covered for and what your policy allows - you can find this here - https://www.petinsuranceaustralia.com.au/important-notices/
PIA's assessment of known issues with specific breeds (e.g. bad backs) are taken into account in the premium calculation. IVDD is covered in our Major Medical Policy. Hope this helps.
i tried to enter in my dogs details and will not let you proceed unless your dog is pure breed my dog is a cross breed and no one not even the vet knows what she is a cross of.she is a chimera only a dna test can tell what the breed is which i will get done in the future.
PIA Management P.Pet Insurance Australia
Hi Mark, thanks for reaching out. If you pop in the main breed of your dog (or just write cross into the search) you can find a breed that best represents your dog's crossbreed.
For example, if your precious pooch is a Labrador mix, you can pop in Labrador Cross. I hope this is of some help? Thanks, have a great day.
Hi - if my dog was to become unwell whilst in a registered kennel (not directly under my care, but someone I authorised to look after him) does your insurance cover the Illness? I read in your PDS the dog has to be under my direct care, which obviously wouldn’t be the case.
We go overseas a couple of times a year, so this is crucial for us.
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