Petinsurance.com.au

The service I rwceived was first class! Once I submitted my claim it was reviewed and paid within 24 hours of lodgement which was a fantastic response. Receiving 80% of out of pocket expenses was a great bonus and I will definitely make sure that we continue our insurance cover for Mack. Show reply

while there were some hoops to jump through when setting up raz's claims, when he needed his claim for surgery it came through very was rather painless after the intial claim and set up Show reply

I changed providers in December and I noticed unusual bank transactions so contacted them. I got no response so a week later I contacted them again. They failed to address the main issue of transactions not occurring in my back iaw the pet portal… Read more

records. I sent a total of 5 emails over a month, asking each time about the lack of bank transactions, and 2 unaccounted transactions. Each response (received a minimum of 5 days later every time) did not address the transactions that weren’t occurring my account, instead, they kept advising me to reach out to my previous insurer for the 2 unaccounted transactions (they had the same underwriter so the bank transactions appear to be from the same provider). One reply from them came from my old insurers email address. I said considering that, they could possibly resolve without me having to email my old insurer separately. But alas that was not the case. At my wits end, I phoned and spoke to someone who explained I had signed up on a promotion and although the transactions appeared in my pet portal, they would not charge my bank. If only ‘[Name Removed]’ was able to tell me that, at least half the problem would have been resolved. 2 days after I spoke to someone on the phone, I received another unhelpful email from ‘Roxie’ which didn’t resolve anything… again. I emailed my previous insurer asking about the 2 unusual transactions and they emailed back within 20 minutes. They accounted for one transaction but not the other. I’ve passed this on to ‘[Name Removed]’ although I do not expect anything helpful from them. I have since contacted my bank to dispute the transaction. I regret ever signing up with these guys and plan on retuning to my previous insurer (or another competitor) as soon as I my 12 month contract is up

Great help over the phone initially. Sent all receipts etc through the Porthole , which was easy to use. Claim was lodged on the Monday & was all processed & resolved by the Thursday Show reply

Our cats have been with Pet insurance for the last 9 years and had to use it several times. Our cat had a big open wound and needed biopsy as well as medication. The insurance accepted all our claims including the vet notes and paid promptly. Also we used the in-house online vet several times to get advice. Show reply

My kitten would have died without insurance. Diagnosed with FIP at 5 months old. Thank goodness I insured them both the day I adopted them. So far up to over $8k in treatment costs and pet insurance have covered 80% with very easy claim process and such a fast turnaround time! Less than a week. I cannot say enough about how good this company is. Thank you from the bottom of my heart. Show details ·  1

Stay Away From This Company My dog recently developed an infection, and the vet submitted a claim online on my behalf. To my surprise, the claim was rejected, despite me paying one of the highest premiums available and having routine care included in my policy. I received no reimbursement (benefit amount) at all. This is my second claim for a vet… Read more

visit, and $0 (nil) benefit amount.

In my experience, this insurer is quick to collect premiums but far less willing to provide value when it's time to make a claim. The coverage I thought I had did not match the outcome I received, which was extremely disappointing.

As a result, I will be cancelling my policy and looking for a provider that offers better value and clearer coverage. Based on my experience, this has been one of the most frustrating pet insurance experiences I've had.

As the saying goes, the devil is in the detail. Make sure you carefully read the policy terms and exclusions before signing up. It's also worth noting that petinsurance.com.au operates multiple pet insurance brands in the market under different names, all owned by the same parent company.

Be careful and make sure you understand exactly what you're paying for before handing over your money to these people.

Very slow communication and response – We have contacted with them a few times before renew the policy, they replied the emails very slow. We still renew with them due to the promised credit. The credit didnt received with 7 business day as promised, actutally, it has been 2 months. We sent a few emails to ask the progress and never got the reply. Show details

Expect a potential increase of 22% per year, or more... I have a cat insurance policy with petinsurance.com.au 2024 = $540, 2025 = $664 The first year I had the policy was fine due to making no claims and getting a reasonable yearly premium. To my shock we received the 2nd year renewal in Oct 2025, with a 22% increase. I've since emailed and… Read more

requested reasons for this increase and a reduction. I receive a generic email that stated things such as, and I quote...

'These adjustments are not directly tied to general economic inflation, and while we understand the comparison, pet insurance operates under a different risk and cost model than other types of insurance.' - Translated, we simply do what we like regardless of the relative cost to the economy or client.

This was also insightful... 'As pets age, they become more susceptible to health issues. Cats and dogs age faster than humans, one pet year is roughly equivalent to seven human years.' - Translated, we think this is a relevant and non-condesending way of explaining the increase in cost.

Last I'll share... 'Additionally, the cost of medical treatments for pets has risen in recent years due to the development of advanced medical procedures and the increased demand for veterinary services. These advancements are providing us with better care options for our pets, but they also contribute to higher costs, which is factored into your policy. As pets age, their likelihood of needing veterinary care increases, which impacts the premium even if no claims have been made. - Translated, we will increase premiums, even if no claims have been made from your policy, or any other persons policy.

Finally, I asked them to address if the 22% increase would continue every year from this point forward, ultimately so I can cancel my policy if that is the case. They failed to answer this question leaving us to assume this is a very likely future premium increase.

I don't recommend them, this increase is unsustainable for a customer, and I recommend you go elsewhere until they fix this business model.

The claim was simple and very quick through "Gap Only". Our policy covered us as stated, and we were very grateful that we could get the surgery and support that we needed. Thank you. Show details ·  1

I switched to Petinsurance.com.au about 2 years ago and can't fault the coverage nor claim process for my dog. My dog is on better insurance than I am and the claim process for him is better too! :) Even if there are additional questions that the claims team require, there is a quick phone call to confirm details or request any further… Read more ·  1

information that may be required to ensure any claims are processed as soon as possible. I would recommend Petinsurance.com.au for pet insurance.

Neri has been so helpful and offered me options for my dog's cover. Im satisfied and happy with the customer service she provided. She is very friendly and a cheerful person who is dedicated to her job! Everything was well explained. - Marie

The claims process is straightforward, and the turnaround time is impressively quick. I’m consistently surprised by how much we get back. Our most recent claim covered the majority of the vet bill. Show details ·  1

I’ve been insured with them for the past 3–4 years and barely needed to claim. This year was different. My puppy, Dottie, was diagnosed with cancer. It was overwhelming and scary. In the middle of all of that, the last thing you want is stress around money or claims. They made it easy. Claims have been processed quickly. Gap-only claims are simple… Read more ·  1

and seamless. No back and forth. No added pressure. That peace of mind matters more than anything when your focus is on your pet. Yes, premiums go up over time. But when something serious happens, you see exactly why you have it. I’m genuinely grateful for the support during a really tough time.

Amazing service and once you put a claim in that corresponds with your cover you receive the money within 1-2 days. It’s a very simple step by step procedure to make a claim. They make it so easy. I never write reviews but I know dealing with insurance companies are tricky but these guys are amazing and everything is done within 5 minutes to make a claim and you receive the money as I said within 1-2 days Show details ·  1

My dog has had ongoing skin allergy appointments and our claims have always been dealt with swiftly. The new gap free service is an added bonus as we recently had a large vet bill and only had to pay the gap at the time of payment. I would highly recommend pet insurance.com.au. Show reply

Sophie developed diabetes in 2025. Sophie has been insured with Petinsurance from early 2024. Petinsurance have been very responsive and have processed the claims speedily. The process has been seamless and the refunds were paid within a couple of days. Where the Gap scheme was used it took about 10 minutes to process which is an excellent turn around time. Show details ·  1

My 2 dogs have been with pet insurance for 5yrs & 2.5yrs. The gap only payment is easy. As is the online claim section on the app. My 2.5yr old has epilepsy, I am relieved to have the backing of pet insurance for him. Highly recommend pet insurance. Show details ·  1