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PetSure
1.5 from 26 reviews

Pet Insurance Buying Guide

If you're a pet owner, you probably agree there’s nothing worse than your dog or cat getting sick or hurt. But what happens when vet bills are sky high? Pet insurance can grant you peace of mind, helping your pet get the treatment they deserve, without sending you broke.

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Reviews

1.5

26 reviews
5
(2)
4
(1)
3
(0)
2
(1)
1
(22)
  • Value for Money
    1.3 (4)
  • Transparency
    1.3 (4)
  • Customer Service
    1.5 (4)
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Brett

BrettPerth, WA

  • 10 reviews
  • 8 likes

a total scam

published

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.

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim DateAugust 2020
Claim ApprovedNo
Number of Pets1 pets
Pet Type(s) InsuredDog
See all answers
1 comment
Brett
Brett

Petsure contacted me following the above review and everything is now in order.
The early communications that led to this negative statement have been resolved after speaking with a representative.

Sandra

SandraSydney, NSW

  • 4 reviews
  • 4 likes

Recommending substandard vet care.

published

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 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

Transparency
Customer Service
Value for Money
Claim MadeNo
Number of Pets0 pets
See all answers
3 comments
PetSure
PetSure C.PetSure
Sandra
Sandra
PetSure
PetSure C.PetSure
Jake

JakeMid North Coast, NSW

Disgusting

published

My dog has a Premium Policy with HCF - Petsure Insurance. A canine tooth extraction was refused as I was told it was not in the policy.
They are impossible to contact.

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim DateMarch 2020
Claim ApprovedNo
Number of Pets2 pets
Pet Type(s) InsuredDog
See all answers
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APP

APP

  • 3 reviews
  • 3 likes
  • Verified customer

Will find any excuse to avoid payment

published
Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateSeptember 2019
Claim ApprovedNo
Number of Pets1 pets
Pet Type(s) InsuredCat
See all answers
JMB

JMBSydney, NSW

  • 4 reviews
  • 3 likes
  • Verified customer

One-year turnaround on claims

published

I held two policies for about seven years and had a positive opinion of Petsure until last night. What happened last night? I received an email advising a claim I had submitted in November 2017 had been approved. Almost one year to the day. If it takes Petsure one day to approve claims I'm surprised it has any clients at all. Then, Petsure went on to advise me it would be deducting close to half of my payout because I was no longer a policy holder, even though I was a paid policy holder at the time I made the claim. I hit the roof.

Insurance claim madeYes
1 comment
PetSure
PetSure C.PetSure

Good afternoon,I'm sorry to hear that you have not had a great experience. If you would like to PM your policy details, we will be happy to review this further. Thanks, Punni

JILLTEE

JILLTEEQLD, 4300

  • 35 reviews
  • 14 likes

Totally agree with all of these reviews would give them zero stars

published
Insurance claim madeYes
J.warner

J.warnerBrisbane

  • 3 reviews
  • 2 likes

Complete waste

published

Found out the one time i make a claim in 3 years that they cover next to nothing including a basic visit to the vet. Save yourself from having to pay twice and don't go near any policy that has anything to do with petsure.

Insurance claim madeYes
4 comments
PetSure
PetSure C.PetSure

Good Afternoon, im sorry to hear that you haven't had a good experience with us, if you can please provide your policy details I will be happy to have a member of our Resolution team contact you to discuss your concerns further. Nadine

J.warner
J.warner

Feel free to send me a message so I can contact you but if all you’re going to offer me is a free month my opinion isn’t going to change

J.warner
J.warner

So I take it you’re not actually interested in discussing anything you just want to appear to be doing something .

Julie M

Julie MBrisbane

Terrible... shame I can’t give them a big fat 0

published
Insurance claim madeYes
4 comments
PetSure
PetSure C.PetSure

Hi Julie, I'm sorry to hear that you haven't had a great experience with us. If you could PM me your respective policy details I will be happy to look into this matter further for you. Thanks Nadine

Julie M
Julie M
PetSure
PetSure C.PetSure

Hi Julie, I apologise as I'm unsure why you are unable to PM, I have sent you a PM if you can let me know from there. Thank you again. Nadine

Chris G

Chris G

  • 8 reviews
  • 12 likes
  • Verified customer

DO NOT sign up to a pet insurance product that uses PetSure

published
Insurance claim madeYes
1 comment
PetSure
PetSure C.PetSure

Hi Chris, thank you for your feedback and im sorry to hear that you have not had a great experience. If you would like to PM me your details I would be happy to review further. Thanks

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Althom

AlthomPerth, WA

  • 79 reviews
  • 134 likes

Cancelled my Policy 3 months ago. Now they send Renewal Notice

published

Our cat passed away in August 2017. As per the T&C's I continued to pay premiums until the policy was due to expire and advised them that I would not be renewing. They acknowledged that.

Then 18 May 2018 I get a letter advising that the policy has been renewed and they are going to start taking money again from 27 May.

Apart from the fact that their systems are obviously failing and their staff are incompetent the distress caused by this reminder of the death of our beloved cat is disgraceful

Even for an Insurance company this is a low and disgusting act

Insurance claim madeYes
Mishee

MisheePerth

  • Verified customer

Don't take insurance out with these people

published
Insurance claim madeYes
2 comments
PetSure
PetSure C.PetSure

Good Morning Mishee, I am sorry to hear about your recent experience with us. If you could please provide your policy details via PM I will be happy to review further. Thanks Nadine

Mishee
Mishee

Nadine, can you send me a PM so i can respond to it with my details as i dont see where i can send you a PM.

dianne

dianneMelbourne

  • 10 reviews
  • 14 likes

Petsure...Pet Not So Sure!

published
Insurance claim madeYes
2 comments
PetSure
PetSure C.PetSure

Good Morning Dianne, I am sorry to hear about your recent experience with us. If you could please provide your policy details via PM I will be happy to review further. Thanks Nadine

dianne
dianne
PetsureNO

PetsureNOAustralia

  • 2 reviews
  • 2 likes

There's no option for no stars, why isn't there an option for no stars?

published

Stay well clear of any Pet Insurance companies associated with Petsure and there are many, including the RSPCA and Medibank. Please if anyone knows of a good alternative please tell. I have a Petsure Insurance policy and they have manipulated my pet's medical records in order to invent what they call a pre-existing condition so as to refuse claims. Complained long and hard for 3 months the first time they tried this and only after contacting 'customer relations' was the matter resolved. Guess what? It's happened again. They have selected the information from a vet's report that supports their theory and refused my claim.

Insurance claim madeYes
1 comment
PetSure
PetSure C.PetSure

Good Afternoon, im sorry to hear about your recent experience with Petsure, I have sent you a PM to confirm your policy details and we will be happy to help from there. Nadine

24 hour callback wait time if you are an existing customer

published

I just called to speak to someone about my policy, but was instantly told someone would call me back within 24 hours before I could say anything. Totally unacceptable in this day and age. After telling the operator that this wasn't acceptable, she put me on hold and never answered the call again.

Thankfully I was only calling about my policy, not about a claim - that would have made things much more stressful.
Keep this service in mind if you're considering joining. I am sure if I followed the menu to say I'm a new customer, looking to join, my call would be dealt with straight away.

Insurance claim madeNo
3 comments
PetSure
PetSure C.PetSure

Hi Tom, im sorry to hear that you have not had a great experience with us and if you can PM me your policy details I can organise someone to contact you to discuss further. Thanks

Tom McGruther
Tom McGruther

There is no option to send you a private message - or at least one that i can see. I dont wish to publish my details publicly - please contact me directly via the details you have on your system.

Tom McGruther
Tom McGruther

I haven't received a follow up call or response yet, five days later?

Umi

UmiAU

  • 7 reviews
  • 1 like

They lie to get you on board

published
Insurance claim madeYes
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Gman

Gman

  • 16 reviews
  • 26 likes

I'm not surprised to read such poor reviews!

published

After paying our pet insurance for 5 years and over $5,000 in premiums they refused to pay a small day surgery I was originally over the phone told was covered. Everyone I spoke to told me something different. They definitely do not take away the burden. I'm now going to put the $5,000 I paid into a savings account and start my own self managed fund as I know I will do the right thing when push comes to shove. Trust me, save yourself the heart ache and don't waste your time with these guys.

Insurance claim madeYes
4 comments
PetSure
PetSure C.PetSure

Hi Glenn, Im sorry to hear that you haven't had a great experience. Please can I request for your policy details and we can look into further for you. Thank you

Gman
Gman

Tried that already! You guys just take money and refuse to pay. Not an ethical business I will use again.

PetSure
PetSure C.PetSure

I am sorry to hear that Glenn, we are happy to look into your concerns further if you would like to provide further details

Phil

PhilMetropolitan Adelaide, SA

  • 2 reviews
  • 3 likes

Great outcome

published

We recently made a claim for costs for our dogs allergy treatment, as expected they required significant level of detail from our vet. The entire process was completed within 4 days and out of costs of approximately $1000 they payed approximately $700 which was more than we expected.

Insurance claim madeYes
1 comment
PetSure
PetSure C.PetSure

Hi Phil, we are glad to hear that everything went well and that we were able to assist. If there is anything else we can assist with or you have any questions please private message us. Thank you.

janet crew

janet crewgold coast

never again RSPCA nope PET SURE same thing.

published
Insurance claim madeNo
1 comment
PetSure
PetSure C.PetSure

do NOT use Petsure! Bupa,RSPCA,Bowwowmeor all underwritten by it!!!!

published

Do you guys realize BUPA,RSPCA,Bowwowmeow all used Petsure as the underwritter????????
I have 2 dogs!
First one is with BOWWOWMEOW, I never get a cent back from the claim, all rejected!! I spent 3000 on my first dog! No claim successful!!
And then I got my second baby, I insured him with RSPCA!
I did not do any claim, but now I want to cancel the policy!
They talk to me about 30 minutes and then, what do i need to do? wirte an email and sign it!! then why dont you tell me at the beginning " we need sth in writing?'
Guys, please DO NOT USE any insurance underwritten by PETSURE, it sucks!!!!

Insurance claim madeYes
1 comment
PetSure
PetSure C.PetSure
Jephson.Inc

Jephson.IncCentral Highlands and Goldfields, VIC

  • 4 reviews
  • 1 like

Cannot fault this company

published

We have taken the highest possible options fir our two CKCSs and have had nothing but excellent service. My first claim for one very ill puppy was made after surgery during the werk before Anzac day this year. I put in my claim on a Saturday, Anzac day holiday on the Monday but the 80% refund was back in the bank by the Thursday. Could not ask for better. And it has continued to be the same ever since with multiple claims made. Excellent!!!

Insurance claim madeNo
Page 1 of 2

Questions & Answers

Peter G.

Peter G.asked

Will my dog be covered for IVDD?

2 answers
JILLTEE
JILLTEE

They will probably assess it on the basis of the breed and age of your fur baby some breeds are more succeptable to bone or spine problem and will also assess them on their age, if it is a young dog and you know their health history, they would i assume cover them,but there is so much fine print in these policies they can find something in the rules to try and deny, it is a very fine line and very hard to fight them if they deny your claim. i went thru months of stress with my boy thank god for great friends he is know a healthy and happy little man.
I hope you have more luck than I.

PetSure
PetSure C.PetSure

Dear Peter,
Thank you for your enquiry. IVDD is generally covered under the Illness section of the policy depending on the Level of Cover you choose, Please be advised there is a 30 days waiting period for Illness claims and also a pre-existing condition exclusion applies to conditions that have shown signs / symptoms within the applicable waiting periods or before the policy commencement date. Please note: IVDD is not covered under the Accidental Injury Section of the policy.
If there is anything else we can help you with, please let us know.
Regards
Punni

jag

jagasked

I have had threats and continual claims you don't have my dog's history even though you have had every record since she joined at 8 weeks. It is a sort. John Gill
[email removed]

Am I able to transfer with all my details you have to another insurer because you have all my records. I am calling the ombudsman to start proceedings. You wait on the phone for hours, leave your number and don't get a callback. Over you PetSure

No answers
BOB T

BOB Tasked

Put my first claim in for $67.30 in 5 years
Can't find my claim
Policy no-otp11110/145000/01
Princess is the pet
Great service-there is none
When i complained the operator asked if i would like to cancel the policy
Have spent over$3000
Love a Australian to contact me
0409182848
Bob Travers

1 answer
PetSure
PetSure C.PetSure

Hi Bob,
Sorry to hear you have not had a great experience. I understand one of our Resolutions Experts has already spoken to you to resolve the issue and take on board your feedback. If you have any further concerns or questions please let us know.
The PetSure Team

Get an answer from our members and PetSure representatives

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