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PetSecure

PetSecure (page 2 of 16)

4.0 from 314 reviews

Life Savers

About 1 year and they have saved us thousands when my pup got a little bit sick. Really easy to deal with when making a claim and very high return. Would recommend.

Insurance claim madeYes
1 comment
Hi Kerrie, thank you for your review. I am sorry to hear that your pup got sick .... so distressing, but pleased to hear that you were happy with the help with the vet's bills. Warm regards, and all the best for 2019. Liz

Can’t live without it

3 years I have been with the insurance company and have been very satisfied with everything they have supported myself and fletcher

Insurance claim madeYes
1 comment
Hi Jacqueline, thank you for your lovely review. I am pleased that you are satisfied with our service. Wishing you and Fletcher all the best in 2019! Warm regards, Liz

Peace of mind

I’ve been with this company since my dogs are puppies and this was 8years ago. We really enjoyed as give us a peace of mind!

Insurance claim madeYes
1 comment
Hi Isabel - thank you very much for your review. I am very pleased to hear that you appreciate the peace of mind of knowing you can give your dogs the care they certainly deserve! Warm regards Liz

Absolutely fantastic!!

I have been with pet secure for 11 years. Their service has always been excellent. I have made many claims and have 2 dogs currently insured. I have put a claim in on Friday and the money has been in my bank by Tuesday. Amazing!!!

Insurance claim madeYes
1 comment
Hi Amy, thank you very much for your review. It's great to hear that you are happy with the service and we appreciate you choosing Petsecure. Warm regards, LIz

Service has been wonderful.

At least 10 years with two different dogs. Our beagle has epilepsy & the company has always paid any claims promptly.

Insurance claim madeYes
1 comment
Hi Jody - thank you so much for your kind review. I am sorry to hear your beagle has epilepsy but pleased to know that you have Petsecure to help with the bills. Warm regards Liz

Great service-great product

Have been with Petsecure around 3 years now and they are easy to contact, easy to claim. My pooch and I are very happy with petsercure!

Insurance claim madeYes
1 comment
Hi Dannielle, Thank you very much for your review! It’s great to hear you and your pooch are happy with Petsecure! Warm regards, Liz

1st claim was hassle free

Our first claim was fairly hassle free, bit annoyed that you chose to use snail mail to contact us for further information rather than email or phone though. Also I tried to update my account details to have the claim paid directly to my bank but multiple times it was not updated. Other than those two minor issues it was easy and stress free. No challenge to get the refund processed and into our bank, now to see how much the premium increases in year 2...

Insurance claim madeYes
1 comment
Hi Ben - thank you for your review. I will make sure your feedback is given to the customer service team. Your feedback is much appreciated as it helps us improve our service. Warm regards, Liz

Very necessary

10 years with our dog a Lhasa Apso who has diabetes and has been very ill in the past 18 months

Insurance claim madeYes
1 comment
Hi Kim - thank you for your review. I am sorry to hear your Lhasa Apso has diabetes. The bills can really add up with chronic conditions such as this But I am sure you have been able to give your dog the right care, with the help of pet insurance. Warm regards, Liz

Essential for our Schnauzer who has developed IBS and has a heart condition.

We chose Pet Secure after studying other options.Have been with Pet Secure since we bought Greta as a new born puppy from Schnauzer Breeders in Melbourne.

Insurance claim madeYes
1 comment
Hello Iduna, thank you very much for your review. I am sorry to hear that Greta has developed IBS and a heart condition. I hope that having Petsecure in place helps give you peace of mind knowing you have help with the vet’s bills. Warm regards, Liz

Shocking incompetence

13 years or longer. There is no consistency. Customer service has been declining for last 5-7 years.
No follow up.

Insurance claim madeYes
1 comment
Hi Emily - I am sorry to hear that you are not happy with our service. Would you be able to provide more details via private message (including policy details) so that we can follow this up? Kind regards Liz

Prompt payment & no issues with claim

We had a lot of items to claim for, our dog needed surgery for cancer. All went well and we received 85% back with no problems and a quick turn around. Thank you

Insurance claim madeYes
1 comment
Hi Sarah, thank you for your review - it is much appreciated. I am glad to hear that all went well with the claim and also with your dog's surgery. Great that the surgery had a good outcome. All the best for many more happy years with your fur pal! Warm regards, Liz

Fantastic customer service

5 years this is my second dog that I have insured. Would always have pet insurance with any pet I own.

Insurance claim madeYes
1 comment
Hi Karen, thank you very much for your review. It's great to hear that you have been happy with the service over the years. Thankfully, with pet insurance you have a helping hand with the finances if something goes wrong. Hope all is well with your dog. Warm regards, Liz

Pathetic company wouldn't insure my puppy

Worse company ever. I tried to get pet insurance for my puppy and they said no and they were very rude.

Insurance claim madeNo
2 comments
Hi Troy - thank you for your feedback. I am very sorry that you found the customer service rude. Could you please give me some more information so that I can follow this up? I would like to understand why there was an issue with insuring your puppy as that is not usual. If you could let us know when you made the call to get insurance that would also help. Kind regards, LizI'm not wasting anymore time talking to your crappy company thanks.

Ok unless you need to cancel or ask a question

I had been with Petsecure for 8 months since getting my new puppy .Due to my financial situation I had to cancel the policy. My monthly premium came out the same day and even though I had never made a claim I cannot get any of that money back. As much as I would like to have Pet insurance in the future I think I might just try to put that monthly amount away ...Sadly also after initial sign up you were lucky to speak to anyone who spoke English clearly.
Maybe a royal commission also needs to be done on Pet insurance as well as banks and other insurance,

Insurance claim madeNo
1 comment
Hello Wens - thank you for your feedback. I will forward this matter to our administrator to see if there is anything we can do about refunding your last premium, and also to give them feedback on your customer service experience. However I will need your policy number to follow this up so can you please let me have those details. You can do that via private message. Kind regards Liz

worry free coverage

7 years have only had one complaint with the company not paying correctly on a claim. other than that once i think the company is excellent if somewhat expensive

Insurance claim madeYes
1 comment
Hi Vivian, thank you very much for your review, and thank you for choosing Petsecure to provide your pet insurance - and we hope all is well with your pet! Warm regards, Liz

Proved to be worth its while

I have been with Petsecure amongst two years, despite my initial hesitation with signing up online, they have proved to be really great and easy to deal with. Claiming process is easy and we have recently signed up a new pet rather than use anyone else :)

Insurance claim madeYes
1 comment
Hi Lisa - thank you for your review and for choosing Petsecure to take care of your pet insurance needs. Warm regards, Liz

worst service ever

Inconsistent information when making a claim
none of the call staff have a clue of what they are talking about
or have any idea of what information is needed
claims team were shocking and not accepting my claim- just avoiding to pay what i was entitled too
Disappointed with company
the supervisor [name removed] was most helpful on a plus side

Insurance claim madeYes
2 comments
Hello Vanessa - thank you for your feedback. You are entitled to have a review of your claim if you feel the outcome was unreasonable. Simply call 1300 855 160 and let the customer service team know that you’d like a review. In any event I will pass your feedback on to the claims team. Kind regards LizHi Vanessa - would you please let me have your policy number ( via private message ) as we would like to review this matter. We appreciate your feedback as it gives us opportunity to improve our service. Kind regards Liz

Good value for the money that is spent for piece of mind.

Have been with pet Secure for 11 years. Gives a piece of mind if a big vet bill comes alaong.

Insurance claim madeYes
1 comment
Hi Ed, thank you very much for your review. We are pleased to hear that having Petsecure helps to give you peace of mind knowing you have help with the vets bills, so you can give your pet the best care. Warm regards Liz

Great Servoice Providers

My dog has been insured for almost 12 years since she became one of the family, albeit it was close to 10 years before we submitted the first claim.

Insurance claim madeYes
1 comment
Hi Tania - thank you for your review. It is good to hear that you are happy with the service! Good to know that your dog is in good health, but as with humans, advancing years can bring its challenges! Warm regards, Liz

NG for advance claims, premium gone up soon after start claiming

Do I feel my policy was good value? - Not after claiming.
Was my policy easy to set up? - Yes, it was.
How satisfied are you with the provider's Customer Support? Talk the talk part is good.
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The front-end customer support people seems to understand customers well.
Claim assessors however, get stuck/confused with new & pre-existing conditions.

No response in the end for pre-authrisation request to 50/50 cover for surgery treating both new & pre-existing conditions at the same time (after number of discussions), my pet end up proceeding with surgery treating only for the new condition.

We finally were getting some benefit back last couple of months after about 6 years of paying them, but now we received email saying premium gone up from about $84/m to over $100/m.

Insurance claim madeYes
1 comment
Hi Wanta - as previously indicated I have asked for this to be reviewed. The administrator should be in touch with you directly, if not please let me know by emailing liz@petsecure.com.au kind regards Liz

Page 2 of 16

Questions & Answers

Why is the phone no cutting out every time I ring and hold for a long time? I am wanting to get pet insurance.
1 answer
Hello Sammy - thank you for your feedback- we are not aware of a problem with the phone but will check it on Monday to make sure it’s working - if you would like to email me your phone number we can call you on Monday. My email is liz@petsecure.com.au - kind regards Liz

Hi, Seeking insurance for my puppy. How much does the cost increase every year? 4 month old caboodle. What percentage of claims do you reject? I don't need the headache of dealing with refusal to pay vet bills, Looking forward to your response, Sandra GEC
1 answer
HI Sandi, thank you for your great questions! Policies do not increase at a set amount each year. The best way to see how your policy may increase is to get a quote at the current age of your Cavoodle, and then another assuming a couple of years older. This will give you an indication of the degree of price increase over that period. It will not necessarily be definitive, but certainly give you an indication at this point in time. All valid claims get paid, and quickly! Warm regards, Liz

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