PetSure

I tried to leave this insurance as they really never gave anything for my dog for 13 years, at around90/month. I rang 3 months ago to cancel and they said they had no record of it. Last month they took 190 randomly, this month 289!!! When I rang they refused to refund. Stay away!

Do not use this company!!!!!!!! Be careful people. I paid insurance of $74 per fortnight for 8 years, around $16,000 what a wrought and rip off. Only made a couple claims in last 6 months for arthritis shots for my aging buddy - sadly he suffered… Read more

kidney failure and it was necessary to put him to sleep. They did not cover hardly anything of the $630 they paid $123 - cremation apparently was not in my policy - got told I should have checked my policy. Waste of money they are certainly raking it in if I am example.

How bad can a pet insurer get. I thought I was signing up for Woolworths Pet Insurance, to find out that it was really a company called Petsure. This company rips you off blindly!!! Virtually every time you claim they say it is a new item (even though it is for expensive tests checking on the condition I had already paid $500 excess) and they… Read more

charge you an excess again and so in the end you get hardly any money back for all of your claims. They even break each part of the same item up and charge you excess for each part. What a joke. How they remain in practice is mind boggling!! DO NOT USE THIS COMPANY - YOU WILL REGRET IT LIKE I HAVE!!

Great Partnership – It has been an absolute pleasure for Customer Science to partner with the team at PetSure. The innovation and passion demonstrated by everyone is truly a testament of the focus and commitment PetSure has on positioning the welfare of pets at the heart of its business.

Amazing Customer Service and great Insurance! – PetSure have been awesome in helping me choose the right insurance for my dog. I had a lot of questions in regards to different insurance policies and the customer service team answered every one of them, and put my anxiety around buying insurance at ease. It was a quick and easy process and would recommend reaching out to the PetSure team!

Happy with my pet insurance – My dog has been insured through petsure for the last three years and my experience with them has been very positive. I was recommended a plan that suited my needs and have not run into any issues over the years.

WORST PET INSURANCE EVER! – Worst pet insurance company - i was with woolworths pet insurance for 3 years and only moved to these guys because i was getting staff discount and it was the worst decision i made. Good luck getting your claims approved and dealing with the rude staff.

avoid any company backed by petsure – Always check who the underwriter is for your pet insurance. If it is Petsure, look elsewhere. They will try everything they can to deny claims, with their own 'inhouse office vets' who know more than the vets who actually look at and treat your pet.

Just plain awful, make sure you do due diligence – Awful - insured through Everyday Insurance which is Petsure. We had an ex guide dog, who had gunky ears in the past (Shock, horror for a labrador). Hence she was treated by their own vet for first few years until we took ownership and had to find insurance ourselves. She had a gunky ear first in 2020, then 2023 which was treated and the vet signed… Read more

her off with all clear. Paid the insurance to petsure for 8 months, never made a claim and then when we do they class a gunky ear as pre existing and an ongoing issue. Just ridiculous - was apparent anything we ever were to claim in future would be classified the same way based on prior vet treatments so just cancelled it on the spot. Wish I had done more due diligence earlier and realise how poorly rated petsure actually is.

Appalling – Almost doubled my premium without consulting me or any prior warning. I ended up lodging a dispute with my credit card company and found a much better policy elsewhere.

They NEVER respond to emails – I thought i was buying pet insurance through RSPCA however it was actually these guys. Trying to get any sort of response from them is a complete nightmare. I can see another review below who mentioned emailing the 10 times without a response. I tried 4 different email addresses with no replies. When I complained, I finally got a response back… Read more

telling me that i should expect a response within 30 DAYS!! I could only imagine what its like disputing a claim with this company.

Charged me incorrectly – Petsure charged my card even though I don't use their service! My only pet insurance provider is BUPA so I was surprised to see Petsure taking $24 off my bank account. Not good at all

Minus star rating for Pet Sure and RSPCA – If they offered a minus star rating for Pet sure and RSPCA then I would of given that. Do yourself a favour and steer clear of this organisation. Outsourced company , save your money as they won't pay out. What a shame RSPCA have such poor values to integrate with PETSURE ..." classic name for a company that you won't see a cent back from their outsourced help desk" save your money and angst.

Complaint lodged with Australian Financial Complaints Authority (AFCA) – Our dog was unwell and spent several days in hospital. Upon departure of the vet, we were advised GapOnly was an option and we were short paid approx. $1,300.00 based upon our maximum benefit amount. We phoned and were advised a mistake was made and under our policy we were entitled to the higher benefit amount and would be reimbursed the… Read more

$1,300.00. We were advising an email would be issued within 5 minutes advising this but this email was never recieved.

As of 06/06/2022 we had received no funds (yes, we were way too patient to follow this up) and phoned to discuss. Once again, we were advised funds would be reimbursed and the "claims team" were actioning immediately and we would receive an email within 5 mins. This email was never received. The biggest red flag is this organisation will never put anything in writing, despite always promising at the end of the phone call to "send confirmation of the phone discussion within 5mins via email".

We eventually recorded our conversations with PetSure and have lodged a complaint with the Australian Financial Complaints Authority (AFCA) and are awaiting further action.

Scam, stealing money from my account! – I paid premiums for 4 years. Tried to claim for surgeries for 2 years, got nothing. They tell you to email the vet invoices, then pretend they never received the email- over and over again until you give up. I cancelled the policy 2 Months ago, but they keep taking money from my account. My bank has now started the investigation, but my only option is to close the bank account, so the payments stop. They’re nothing but thieves, stay away!

Great organisation to work with! – The Petsure team are very responsive and quick to action items. In account reviews they provide detailed feedback which is always well received. They have been a longstanding client of livepro and are a pleasure to work with.

So helpful – The Petsure team were so helpful helping me choose the right Pet Insurance. I would recommend them to anybody with a pet they care for. They are real pet people and care about yours.

Absolutely SHOCKING service. DO NOT RECOMMEND – Charged me in FULL for three months after my dog passed away despite emails and phone calls. I was told to expect a full refund, this has not happened and I am still waiting for my money. So upsetting

PetSure are a valued Customer of Premier Contact Point who treat us as a strategic partner rather than just a Supplier – Premier Contact Point has been supplying PetSure with our customer contact technology solution for over 10 years. Our solution helps PetSure’s customer service staff across all of its pet insurance brands engage with customers over the phone. Throughout our time with Petsure they have been focused on delivering an excellent customer experience… Read more

to both their corporate per insurance brands as well as to their customers. Petsure is also highly focused on the wellbeing of their staff and have shown a continuing interest in platform features that contribute to staff engagement and wellbeing. Petsure continually push us (never shying away from crucial conversations) to provide a better product and better support and over the past few years have treated Premier Contact Point as a strategic partner rather than just a supplier. This means they act (and expect the same of us) with integrity and transparency in all dealings.

Sol Rabinowicz, CEO, Premier Contact Point Pty Ltd

GapOnly is great! – GapOnly is a fantastic pet insurance claiming service, where your claim is processed on the spot at participating Veterinary clinics. Why pay in full and wait for reimbursement, when you can claim and pay the GapOnly and GO.

Fantastic company to work with – We have been working with PetSure since 2012 and they are one of the most accommodating and pleasant companies to deal with. Full of great people that care about what they do. Passionate and dedicated to doing a great job and providing a great customer experience. Insurance can be a challenging product to provide as sometimes people are left… Read more

disappointed but I see the inside of what they are trying to achieve and how far they go to help their customers Keep up the good work!!

Great service - easy and fast! – I’ve had a policy with Medibank (underwritten by PetSure) for nearly 6 years. I’ve only had a to claim a couple of times, but each and every time it’s a straight forward and easy process; my new vet claims for me, I receive a SMS once the claim has been received, I can track the progress of the claim on the easy to use portal and I get paid within a few days. Thanks for helping make things so easy for me!

DO NOT INSURE WITH RSPCA (Petsure) They will wear you down until you give up on making a claim – After 8 years insuring 2 dogs with RSPCA, my elderly mother has had nothing but stress and anxiety when it comes time to make a claim. The documentation required for a rescue pet can be near impossible to obtain, and without a full comprehensive history dating back to when the pet was 4 months of age, RSPCA will reject any and all claims. If the… Read more

outrageous monthly premiums aren’t robbery enough ($260/month), then the fact that the RSCPA continued to take out their premiums EVEN AFTER BEING NOTIFIED THE DOG HAD PASSED AWAY - is downright criminal. We have begun the process to lodge a formal complaint with the AFCA.

Poor adherence to policy with appalling communication – Petsure are the administrators for RSPCA and I have had to deal with both after we adopted our rescue dog in March, so I'm reviewing both at the same time. My dog developed a histiocytoma in April and, while it was first noticed within the waiting period, fell under the 'Temporary Condition' category because it was treated and occurred within… Read more

the 'applicable waiting period', which meant that it could now be covered. A clause in the policy states that Temporary Conditions will now be covered if it occurred in the waiting period and overrides the Pre-existing Condition clause. PetSure and RSPCA denied my claim and have not been able to clearly justify this with information from their policy. Each RSPCA consultant had no idea what I was talking about when I quoted Temporary Condition and I had to talk them through their own policy and definitions.

Other problems that I encountered were: - Inaccurate information on the portal. The consultant said it would be fixed but it wasn't. This led to each new consultant I was talking to basing their updates on the portal information which was completely incorrect - On a number of phone calls I was asked to provide my dog's vet history since his birth, even though their policy says that the history is only required from the adoption date - I uploaded documents to prove my dog's adoption date, yet multiple consultants did not open or read it and kept asking me for evidence - When I called up RSPCA to cancel my pet insurance, I was asked why I was cancelling. I explained the frustrations that I'd experienced above and she continued to try and justify their decision and kept interrupting me. I was shocked at how unprofessional she was. - RSPCA told me that I was not able to contact PetSure about the decision that was made and it could only be done through a general dispute email address

Both companies have poor attention to detail and their justification for denying my claim is not based on their policy. Either that, or their policy needs to be written in a way that fits their justification. It is a shame that Petsure are partners of many pet insurance companies, as it's left us with limited insurers to look at.

I've gone to the second level of the internal dispute process with RSPCA and plan to take it further with The Australian Financial Complaints Authority as I don't expect any progress with RSPCA.

junk insurance – I went through Medibank Pet insurance which is covered by PetSure. I took my dog to the vet for a check-up and they noticed something in her tummy and recommended an ultrasound which was about $700 (with blood tests/anestetic etc) When i submitted the claim they asked for full vet history and due to a note on the records that the dogs tummy was… Read more

tense in october 2018, they have said that it was a pre-existing injury. If i could rate 0 stars i would. This is a scam and should be de-registered.

Too expensive – Not good value for money especially since I get a discount as a member of HCF. Very slow on claims and they couldn't find the vets emails. Have to pay nearly $1000 / year premiums!

Cheap the first year then goes up – The premium price goes up substantially each year. To the point it is no longer viable. If you took the premium and invested it, you'd have more than enough after a couple of years to pay for most vet fees.

Still on hold – I have now been on hold for 45 mins, still holding. I wish to ask why I wasn’t warned that my policy would be increased by over $13 a month.

Excess charged twice and the blood test not covered, Dog had Patella surgery – My pet started to have an issue with the back leg, on 2/9/2020 when I took him to the vet, the vet did not diagnose him properly. The vet thought its just infection or fever. a few days later my pet was in a lot of pain so I end up taking him to the emergency vet - diagnosis of patella dislodgement of stage 3. Order blood tests and x-ray with the… Read more

likelihood of surgery. that day only a blood test is done as the x-ray machine was broken. 2 days after Xray confirmed stage 3 patella dislodgement. Surgery planned for 24/9/2020. All together bill $1900 The claiming team paid me $957 Deducted excess twice $200 + $200= $400 and blood test of $200 not cover and they only cover 80%. So $957 at the end. PIA stated as my insurance policy gets renewed on 23/9 of every year as surgery occurred on 24/09/2020 I will have to pay excess twice, even this issue started on 2/9/2020 and prior to surgery, on top of this I had pre-authorization from PIA for surgery and no one from PIA mentioned regarding excess will be charged twice. Also, no one has surgery without a blood test, humans do not have surgery without blood tests. PIA response is blood test a routine care task but it is not in my case. I have logged a dispute with the internal team and let's see the outcome otherwise ready to involve an external party.

a total scam – After paying premiums for 12 years and making a couple of minor claims which they paid out, when it came to make a moderate claim for hospitalization they advise me that I don't have a policy. They never had any issue with accepting my premium. The dog has been insured with them since a pup. Of course no names put on any documentation. Do not go anywhere near these charlatans They have my money, they don't care.

Recommending substandard vet care – I am a veterinarian who has a client using one of this group of insurance Companies. They have recommended using their "telemedicine" vet to my client, instead of the client bringing their pet in for a check up for her skin. It saves them money I guess. The client then came to me to buy a dodgy spray the telemedicine vet had recommended, that is… Read more

NOT an appropriate treatment for the condition her cat has. If you are paying insurance for proper vet care, why are these guys pushing their dodgy tele vet instead of advising their clients to see the actual vet which is covered by the insurance policy. I believe it is a conflict of interest and have written to our state board in protest. Dr Sandra Hodgins

Katrina was great! Very helpful and generous with our renewal premium

Scam. Rejected my claim because my dog had an ear infection 3 years ago. Stay away.