Petcover Questions & Answers

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

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

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 external link  or call us on 1300 738 225.

Hi Debbie,

Stamp Duty is a government duty payable on insurance products. Stamp Duty is not set by Petplan.

Kind Regards, Mireia Petplan Social Team

Hi Ros, We are proud to have helped many policyholders whose dogs have had Cruciate Ligament issues. However the coverage depends on pre-existing conditions, waiting periods, exclusions and a range of other factors as claims are individually assessed.

Please call us on 1300 738 225 so we can explain this in greater detail.

Kind Regards,

Thomas Petplan Social Team

Hi Charlotte, I’m sorry to hear that your pet needs surgery. Petplan do not offer a pre-approval service. If you would like to consult a team member please provide your policy number and they will be in contact.

Kind Regards,

Thomas Petplan Social Team

Hi TAB,

Guide Dogs Pet Insurance is no longer underwritten by Allianz or Petplan. We did underwrite their policies for some time, but in 2017 I believe, they moved to another underwriter.

Kind Regards,

Thomas Petplan Social Team

So my original policy is no longer with the company (Guide Dogs) I chose??? You have not answered the question - when did Guide Dogs give their customers to Petplan.

Hi TAB,

Please provide your policy number so I can be of more assistance.

Kind Regards,

Thomas Petplan Social Team

BRIG-0130-DC1N-00000001 is the policy number on both the original Guide Dogs policy Certificate of Insurance and Petplan's Certificate of Insurance.

Hi TAB, Petplan was previously the administrator of Guide Dogs pet insurance, these policies were underwritten by Allianz. New insurance policies from Guide Dogs pet insurance are underwritten and administrated by a different company.

When this change occurred, your policy stayed with Petplan and our new underwriter MS Amlin, due to your existing business and our covered for life commitment. This occurred in 2017. Your policy has been administrated by Petplan since 2015.

Kind Regards,

Thomas Petplan Social Team

My understanding is that it's an annual contract and remaining months are deducted from the nominated compensation amount.

That is my reading of it too, though I have never even made a claim, let alone have a dog die 3 months into the contract year.

Hi Michael, The accounts department will reimburse any amount that’s remaining on the policy from the date of death if it has been paid out in full for the year, or if there have been instalments taken out since the date of death.

The policy can be cancelled if the pet dies, and we will still consider claims as long as the treatments are dated whilst the policy was active. If the policy was not active during the treatment dates then we will not consider the claims.

In summary, for cats and dogs the policy is cancelled from date of death and policyholders do not need to pay the policy out and can lodge any claims up until date of death.

Kind Regards,

Thomas Petplan Social Team

Thank You Thomas. Pleasing news. Kind Regards. Michael

I wish to highly recommend Petplan Insurance as my experience with them following the sad loss of my dog was excellent: prompt, efficient and courteous. Everything happened as I'd hoped, with a minimum of fuss.

Hi Michael,

I am saddened to hear of the passing of your companion. My condolences to you and your family.

Kind Regards,

Thomas Petplan Social Team

Hi Debra, is this question directed at me or Petplan?

Hi Debra,

I am advised the claims department are aware of your issues. Unfortunately, I am unable to assist you online in this forum.

Kind Regards,

The Petplan Social Team

Petplan will pay the lot

Thank you Tony. It’s comforting if it can help pet owners make informed decisions and ask hard questions about pet insurance before purchasing.

I doubt it. They usually expect you to pay then put in a claim but I am not sure. Mine went from 70 to 105 a month overnight. With a 500 plus excess it wasn't worth it. Even at 80% within 2 years even a major claim would see me ahead. The fact is their insurance is the same or higher than my medical insurance yet the cost compared is nothing like it. They screwed up and are now making the policy holder pay for it.

Thank you for your reply. I sent the inquiry to petplan and this is what i was informed “If you select the option ‘Pay Vet’ on the claim form and they are okay to be paid directly, this is an option. You will have to pay them your applicable excess on the policy, as well as anything that isn’t covered after the claim is finalised.” i reviewed my policy and my excess is $150. I have never claimed anything yet, but i will update my review if i do claim in the future. Thank you kindly.

No you can't ... and beware Pet Plan will not want to pay your claim at all. They will use every excuse in the book not to pay, stall, seek further information and still not pay - and won't even return your calls. I've had a claim with them now 4 months old and after stalling month in and month out, they've now asserted they've never received our claim despite our vet having the claim number and having multiple communication with them. They are so bad they really do warrant an investigation by the authorities. Nothing more than a scam, read the one after another * "Terrible" reviews below.

It covers for a lot dude. You should read your documents. It is expensive but I’ve had nothing but good things to say about them. They’ve always paid out and have been very helpful when I’ve called them up

They can not justify it and use the excuse that the underwriter has driven the price up. There is no risk increase as they state just a grab for cash on 2018 premiums.

Lloyd's of London's underwriter, MS Amlin, is the new underwriter for Petplan. And yes, the company can most certainly justify their price hikes...because, if my research is correct, they are performing badly financially and are desperate to make a profit. Bad news for us and maybe them if customers keep cancelling policies (if statistics on this review page are anything to go by).

It used to be Allianz. Lloyd's apparently insured some porno guys tool of trade for $1M... just a bit of trivia... Also a few actresses legs. It is definitely the new underwriters lifting the price. That is when the premiums doubled in price..and then some. Posted on Petplan's website in May last year, the new underwriters state they did not want to take on policies for older or sick animals (because they would have to pay). On a google search of MS Amlin, employees have written that the company is doing badly, very bad financial results in 2017 which were the worst in the history of the company. One employee even said they should just cut their losses and close down! Another said the new boss is determined to bring profits back up, to the detriment of staff, the customer, all in the name of making a profit. It is written that their long term CEO left 12 months prior, only 1 external applicant applied for the role but they, apparently, employed internally, the person partly responsible for the companies losses.

If this is the correct company that I googled and the statements are true...we are probably up shirt creek without a paddle! Here's hoping this is not the case. Pet Plan were always fantastic in the past and I am hoping they make no more premium hikes and continue Petplan's past reputation. Let's see if they win any awards and compare reviews with the new underwriters. I'm not happy with the price hike but Petplan, to date, have always paid our claims via our vet, with no problems. I've recommended them to everyone I know and staff have always been awesome with me.. But if my premium doubles again, that means I will be paying over $240 pm, I will need a third job to cover another big hike. Reading everyone else's reviews does have me very worried about the future premiums and claims outcomes and also the type of business that Petplan and their underwriters want to cover...like healthy dogs only and that are of breeds of minimal claims... For now I only have praise. So here's hoping it remains that way.

Date: 03/05/17

Petplan's new underwriter

Pet and equine insurer Petplan has appointed Lloyd’s underwriter MS Amlin as underwriter for its business in Australia and New Zealand, ending an arrangement with Allianz that began in 2008.

All new Petplan business is now underwritten by MS Amlin Syndicate 2001 at Lloyd’s.

Some renewal business will transfer to MS Amlin over the next year, but some will remain with Allianz.

It is understood MS Amlin did not want to take on policies relating to older or sick animals, but Allianz is obliged to continue underwriting these due to lifetime guarantees within policies.

Petplan Australasia was established in Australia in 2004 by Victorian brokers Doug and Gwen Ford, and expanded into New Zealand in 2008.

Mr Ford told insuranceNEWS.com.au the new partnership may lead to further expansion.

“MS Amlin has written pet insurance for a number of years and its experience in equine and livestock was also key for us, together with its financial standing and reputation,” he said.

“We thank Allianz Australia for its past and ongoing support, but we see our partnership with MS Amlin as a stepping stone for Petplan’s growth, not only in Australia and New Zealand but also in other parts of the world.”

Source File: InsuranceNews

Hi there, There is provision under the insurance cover for the treatment of injuries affecting a pets teeth however we cannot advise you if this would be approved in your individual circumstances as our claims team require a completed claim form, full veterinary records and invoices to complete a claims assessment.

Kind regards,

The Petplan Social Team

In my honest opinion I think they pay very little claims out.

My claim was $1500 they refused it. First one ever I made.

I would say cancel your policy and go elsewhere.

My dogs are with Bow Wow and they pay all claims even $60 claims.

did you every appeal?

Nah, gave up, tried several times, was just too hard. Went to change providers, but choice mag said they were still at the top of the list soooo..

Hi Christina, Your Petplan insurance policy provides insurance cover for the treatment of injuries and illnesses as long as they are not pre-existing (occurred before the policy start date or in the 21 day illness waiting period) or listed as an exclusion on your policy documents.

We are not able to provide pre-approval for any claim as they are assessed by our claims team upon the receipt of a completed claim form and the pets veterinary records.

If you would like to discuss your case in further detail please give our claim team a call on 1300 738 225.

Kind regards,

The Petplan Social Team

Our Basset had a growth growing in top front jaw.. turned out to be cancer and needed half his top jaw removed.. $6000 later but Petplan paid out full amount within a week minus the excess..

Hi Betty,

Could you please private message us your policy number so we can take a further look at the claim.

Kind regards,

The Petplan Social Team

Actually- I want to know if you cover this as someone told me you changed underwriters and no longer cover this whereas it was covered last year with my other dog so Im confused. Please can you state in this open forum what your new rules are regarding maligned puppy teeth that are causing detriment to the upper palate. I need an open honest reply that everyone else can see.

Hi Betty, As each claim is individually assessed we cannot say whether or not your claim will be approved. Cost of Routine Treatment or Preventative care such as check-ups and procedures that are designed to prevent future Illnesses from occurring rather than treating existing Illnesses. These include, but not limited to annual physical examinations and/or check-ups, vaccinations, heart worm prevention medication; flea and other internal/external parasite prevention; dental check-ups and dental scale & polish or teeth cleaning, or removal of misaligned or retained deciduous teeth.

Kind regards,

The Petplan Social Team

Actually- the lower baby teeth were causing small ulcers/holes in the top jaw as they were piercing it so they had to come out as puppy was in pain- this constitutes to me a necessary procedure and NOT something to prevent future issues. How do I get my bill paid. Does the vet need to stipulate this (even though they did) again in the claim? Will you pay out if this is proven as it was definitely the case that puppy was in pain form the teeth piercing the upper gum- Please advise publicly if this is true

Hi Betty, We cannot make a comment on whether this will be approved as each claim is assessed individually. You will need to contact the claims department or you can private message us your policy number so we can forward it on to the claims team.

The underwriter has changed from Allianz Insurance to MS Amlin Syndicate 2001 at Lloyd's, however this has had no effect on the insurance cover or policy wordings. As stated above, the removal of misaligned or retained deciduous teeth come under routine and preventative treatment and are therefore not covered.

Kind regards,

The Petplan Social Team

I doubt it as I'm sure they would consider teeth cleaning to be "routine, preventative or elective". I cancelled my policy after having to fight for a claim for treatment to save my pet's life. My cat was semi paralysed and having difficulty breathing. The reason for denying the claim was that the life saving treatment was "routine, preventative or elective" even though I provided my vet's report saying that the cat would have died without intervention. They don't care about your pet, they care about money.

ok thanks for letting me know this.

Hi there,

A full teeth clean is not covered as it falls under the routine, preventative or elective care.

Kind regards,

The Petplan Social Team

Thanks for letting me know.