Petcover
- petcovergroup.com
- ✓ Verified company
1,200 reviews · Statistics
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- <1 week (188)
- 1-2 weeks (180)
- 2-4 weeks (87)
- 1-2 months (46)
- 3+ months (27)
Please note that Petcover has previously been known as Petplan. All reviews for both trading names can be found on this page.
Reviews
Good but you need to be patient
Mid-range Plan - CoreHell, my claim was sent in, assessed, and approved. You do need to be a bit patient as they seem to be a little short staffed, like many places I have seen of late. They are very nice folks, do get back and no issues.
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Look elsewhere for a better deal.
Safety Net Plan - EconomyHigh premium for such a small amount of inclusions, ripoff.
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Incredible; couldn't be happier
Superior Plan - EntryI have held this insurance since our dog was <8 weeks as the breeder had a deal with PetPlan (which was taken over by PetCover). Our lab is now 4.5 years old. We have made 3 large claims (ate an object and needed surgery, baby tooth removal as causing damage and the big one - knee surgery) and i received the bulk of my money back each time - within 2 weeks. The policy is clearly set out and as he had no "pre-existing" ailments (prior to cover) we found it wonderful. I recommend getting the entry 10k plan. I know it can be hard to make the decis
... Read moreion to get insurance with so many other expenses, but i recommend getting this for at least the first year of having your pup. Probably the only negative thing about PetCover if the inability to get an estimate prior to surgery, although you can ask if exemptions are on your policy so you can gauge.
Do not take 6 weeks free insurance
PetcoverThe policy is free, however you are only covered for $2750.00 ($3000.00 - excess) and once you reach the limit you are no longer able to claim, more importantly you cannot upgrade to full cover until such time as your 6 weeks expires without cancelling the free policy and therefore all waiting periods and pre-existing condition rules apply to the new policy. My Kelpie puppy broke a bone in his leg, $9000.00 in Vet able to claim $2750.00 and have no insurance until the 6 Weeks free ends. I believe the policy is of little or no value and locks you in to a company that I would rather have nothing to do with.
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Hello Darcey, thank you for sharing your concerns regarding the coverage and limitations of our free policy. We apologise for any confusion or frustration this may have caused. The coverage limit and
... Read moreexcess are set to ensure that we can offer a no-cost option while still providing financial assistance for unexpected veterinary expenses. Your comments have been referred to our Internal Disputes Resolution (IDR) team, and they will be in touch directly after looking into this.
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High premiums, low coverage, high excesses, huge premium increases. Much better options exist
Superior Plan - SuperiorSince Petplan became Petcover, the claims process became simpler to submit but coverage has quickly reduced noticeably. I have paid premiums since our dog was first brought home as an 8 week old puppy. He is now 13. Over the years we have paid over $25,000 in premiums and made claims totalling approx $10,000 of which $3,900 was paid out from those claims. His 13th year and premiums have increased to $330 per month, 120% increase on last year. Petplan were a fantastic company, now it is purely focused on minimising any payout to customers, with no appreciation for long term customers.
... Read moreGood morning, I apologise for the delay in response, this is not the service we usually aim to provide. We're sorry to hear about any disappointment an increase in premiums may have caused. If you wou
... Read moreld like further investigation into this, please email us at marketing.au@petcovergroup.com.
Avoid Petcover completely
Superior Plan - Mid-PointVery expensive for very little return. Petcover make it near impossible for a successful claim.
... Read moreGood morning Tan, we're sorry to hear about your claim being declined. We are unable to look into your comments without more information, please email us at marketing.au@petcovergroup.com so I can for
... Read moreward your feedback onto management for investigation.
ONE STAR IS STILL TOO GOOD A RATING
Superior Plan - SuperiorTop premium but hassle abundant claim processes.
An extraction claim requires 2 years of medical history which needs to be provided within 3 days. How can we possibly remember all the different vets in the past 2 years and ring them one after another asking for medical history within 3 days?
Not to mention other cost effective insurers providing gap payments on the spot! Whereas we gotta pay in full before we can even start this abject claim process with Pet Cover.
And their cold, rude & arrogant emails are full of large, red, underlined and bold text.
Good afternoon Hiro, we're sorry to hear about your disappointment in our claims process, this is certainly not the service we aim to provide. I've forwarded your comments to management for investigation, someone will be in touch as soon as possible.
Highly recommended!
Superior Plan - Mid-PointHighly recommended! Petcover Australia has fulfilled their obligations as an insurer... provided the necessary information and the result was a hassle free claim. Communication/Processes are continuously being improved, but overall, I am so glad my Vet recommended these guys. Thank you
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Too long a wait for communication
PetcoverI have had a policy for my dog with this company for seven years. Recently the premium increased by close to 30%. I understand that this happens as a pet ages. However, the service is getting worse. I had a claim settled in late March which I believe contained an error, in that Petplan wrongly charged me an excess of $150 for an ongoing condition for which I had already paid the excess in that calendar year. A return email notifying them of the error was sent the same day, and I received an automated reply acknowledging my communication. Since
... Read morethen, nothing. I emailed again two weeks ago; once again, an automated reply, but no other communication or attempt to discuss the matter. That means more than a month without proper communication or a refund. Not good enough, Petplan. You should be able to see from the poor reviews here and elsewhere that you need to lift your game!Good morning, we're sorry to hear about any disappointment our service may have caused, it's certainly not the service we aim to provide. Please email marketing.au@petcovergroup.com with your policy n
... Read moreumber so I can forward this to management for investigation. Many thanks.Find out how Petcover compares to other Pet Insurance
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Introductory Period is a complete scam.
PetcoverThey offer an introductory period for new pet owners for 6 weeks which mean you can trial them out. However, if you receive a pet from a breeder which comes to you sick - this is not covered. So the breeder has paid for this cover on your behalf but you can't even use it.
... Read moreHi Kirsten, firstly, I apologise for the delay in response. Please note that your breeder did not pay for this cover on your behalf, it is a free offering that we give to Breeders. It does include wai
... Read moreting periods and we're sorry to hear about your claim being declined due to this.So your offering a free product which you can't use? Right... Scam.
Horrific treatment of pensioners
Superior Plan - SuperiorHorrific treatment of pensioners. They put in multiple receipts for claims for their 11yr old Maltese (they have been PetCover/PetPlan clients since she was 3 months old and paid premiums for 11yrs) one of which happened to have a dental extraction on it. They processed 5 excesses, including one for the dental extraction which cost $95 at the vet… they charged them a $150 excess leaving them $150 worse off!!
Then the long winded email about how they weren’t expected to pay the additional $55 being the difference for the dental extraction/exce
... Read moress because it, along with the remainder of the $95 excess, had been taken out of what was paid to them for other claims. Their response? Oh the claim is processed so there’s nothing we can do. Secondly, they refused to pay for prescription urinary food, which has always been included in their plan and other insurance companies cover every time (I have worked in the Vet Industry and never come across a company that didn’t cover it). Add the massive premiums and 20% “age contribution” each claim and it’s not worth having PetCover for an insurance company EVER.Good morning, thank you for taking the time to provide your feedback.
I have been in contact with our team and the letter mentioned in your feedback appears to be under investigation. Complaints tha
... Read moret are more complex can take more time to finalise, but Petcover will be in contact with the customer at the conclusion of the investigation.
ROGUES no other word to describe this company
Superior Plan - SuperiorWe have been with the company for 9 years on the recommendation of our then vet . We even insured our third dog with them. Over the years they have got so bad that now it really needs to be exposed and held financially accountable. I could write pages but will give you a quick summary of our most reason claim.
Claim in for $936.30
GUESS WHAT THEY WERE HOPING TO REIMBURSE US?
$58.24
YEP YOU READ It RIGHT
this for a dog who was insured from 8 weeks, is on the UTLIMATE COVER 4 LIFE.
oh and I should mention the policy increase of $50 per month, br
Good afternoon Ross, we’re sorry to hear about your recent experience. We have forwarded your feedback to the relevant department and they will be in touch with you to discuss your claim and individual policy further. Kind Regards Anita
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Too expensive with massive jumps in cost this year
Superior Plan - SuperiorOur cat was being treated for an issue which began just before the policy ended and ran over into new policy. First, it's bad practice that the policy number changes each year despite ongoing cover and we had to pay excess twice on same condition/ ongoing treatment. Just had cost for other cat: policy increase of $25 per month! Have been with this company since 2011 but probably won't remain due to costs.
*Another key issue to consider if looking at cover from this company, if you have an older cat (was over 10 years, might be 8 years now)
... Read more an additional 35% is deducted from any payment in addition to the excess. This rather undercuts the 'covered for life' marketing. *It's also not transparent as to whether increases are across the board for every customer or higher if you made a claim for your pet.Hi Loungecat, Thank you for providing feedback. If you can please message us or email marketing.au@petcovergroup.com with your policy number and best contact details, we can get a member of the Petcover team to get in touch with you. Thank you.
Extreme difficulty to claim
Superior PlanThey refuse to reply emails for valid questions about claims, argumentive when calling over the phone for same questions.
Days after rejecting 4 claims, they emailed that an increase to my insurance will be 9%
... Read moreGood morning, Anders, we have forwarded your review on to the relevant department who will be in contact soon. Please allow up to 48 hours for replies to email enquiries. Thank you.
Treatment overlapped renewal date. Have to pay excess twice?
Mid-range Plan - CoreTreatment for an infected ear took 4 weeks. This happened to fall across the renewal date, which apparently means you have to pay the excess again.
Questions on the email? Minimum 2 week reply time, and never actually answer the question asked.
Hold times on the phone? More than 30 mins hold time - never did manage to speak to anyone.
Good morning Pil, we're sorry to hear of your recent experience. We have sent you a message, if you can please reply to that with contact details, we can get someone to get in touch. Kind Regards. Petcover team
Questions & Answers
Can we increase our excess to reduce the unreasonably expensive premiums? I agree with most people who have provided reviews here about the daylight robbery occurring
Seems to be a fixed excess of $125 for all policies (for cats at least.) And note that even if you are a long term customer (10 years in my case) your insurance policy number changes annually and any continuation claim that straddles two policy numbers will incur a second excess fee. Further still, if your pet (cat) is over 10 (maybe now 8?) years old, an additional 35% is deducted from any payments due to the animal's age, even if insured for 10 years with no claims ever. More than you wanted to know, but worth being aware of )
Yes that's reason I am enquiring. Dog is now 9 and been relatively healthy. Been insured by petplan since she was a puppy. Started at 50 per month and is now over 200/month. Such a scam.
Hi Shawn, thank you for your question.
We would love to address this for you but we will need more information about your policy, please email us with your policy number at marketing.au@petcovergroup.com, and I will forward your question to the department that can assist. Many thanks!
Kind regards,
Karl
Petcover Social Team
Hi-
Seen some of the feedback about increases in premium. Has anyone experienced any increases lately? Thinking of insuring our cocker spaniel.
Yes, I heard of horrendous premium rises by Petplan, but only through heresay. One of my dog's premiums came up for renewal this month, and the premium rise was less than $10/month, which I think is quite acceptable. I had a $1000 claim paid out too. So I reckon these stories may well be coming from the competition as scare tactics. I recommend Petplan, as the other insurer(s) all have sub-limits on claim types and injuries/illnesses on top of their total annual limit, whereas Petplan is just a straightforward when you reach your annual limit that's it. Disclaimer: I am not associated with Petplan in any way other than being a policyholder (two policies, actually).
Dear Gerrard,
Thank you for reaching out and we are more than happy to give you a little more insight into this topic.
The premium payable on all general insurance products is subject to change, even if your individual circumstances do not appear to have changed. This is because premiums are affected by multiple factors including the general costs of doing business and changes to the way your risk is assessed.
Factors which may affect the premium include your pet’s breed, age, location, individual claims history and increasing costs associated with providing veterinary treatment.
We provide more details in our FAQ section on our website and our friendly customer service team is always happy to explain any questions over the phone.
We hope this answers some of your questions and would love to have you as part of our Petplan family.
Regards, the Petplan Social Team
Does petplan cover hip dysplasia or other breed prone issues?
You would need to ask Petplan themselves to be sure, but my opinion is that they would, as long as you started the insurance of the dog at an early age, such as when they are a few months old. If you leave it until the dog is older, not only would your premiums be much higher, but they might add conditions, which may exclude certain medical conditions.
Hi There,
Petplan cover the treatment costs of illnesses, accidents and injuries that are not pre-existing or have occurred within the waiting period. All cover is subject to terms and conditions. For more information please visit https://www.petplan.com.au/ or call us on 1300 738 225.
Get an answer from our members and Petcover representatives
Details
| Category | Pet Insurance | Pet Insurance | Pet Insurance | Pet Insurance |
|---|---|---|---|---|
| Underwriter | Sovereign Insurance Australia | Sovereign Insurance Australia | Sovereign Insurance Australia | Sovereign Insurance Australia |
| Annual Benefit Limit | $20,000 | $15,000 | $10,000 | $7,000 |
| Minimum Pet Age | 8 weeks | 8 weeks | 8 weeks | 8 weeks |
| Maximum Pet Age | 8 years | 8 years | 8 years | 8 years |
| Illness Cover | Included | Included | Included | Included |
| Routine Care Cover | Not Included | Not Included | Not Included | Not Included |
| Tick Paralysis | Not Included | Not Included | Not Included | Not Included |
| Emergency Boarding Fees | $1000 (Dogs) or $500 (Cats) if you are hospitalised for more than 5 consecutive days | $1,000 (Dogs) or $500 (Cats) if you are hospitalised for more than 5 consecutive days | $1,000 (Dogs) or $500 (Cats) if you are hospitalised for more than 5 consecutive days | $1,000 if you are hospitalised for more than 5 consecutive days |
| Lifetime Cover | Included | Included | Included | Included |
| Cooling Off Period | 21 Days | 21 Days | 21 Days | 21 Days |
| Consultation Fees | $300 | $300 | $300 | Not Included |
| Cruciate Ligament Conditions | Up to $4,000 | Up to $2,000 | Up to $2,000 | Not Included |
| Waiting Period for Illness | 21 Days | 21 Days | 21 Days | 21 Days |
| Accidental Injury Cover | Included | Included | Included | Included |
| Manual | Download manual |
Contact info for Petcover
| Mon | 9:00 am - 5:00 pm |
|---|---|
| Tue | 9:00 am - 5:00 pm |
| Wed | 9:00 am - 5:00 pm |
| Thu | 9:00 am - 5:00 pm |
| Fri | 9:00 am - 5:00 pm |
| Sat | Closed |
| Sun | Closed |
- ABN: 97117476990
Extra Information
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Hi Rob, we're sorry to hear of your disappointment in our Economy product, this is certainly not the experience we aim to provide with our offering. If you have any specific concerns that you would li
... Read moreke addressed, please email marketing.au@petcovergroup.com so I can send to management to address.