Beware of porting policy between providers!
We have two dogs - a one year old who has been covered by Medibank up to now, and a new pup. We decided to port insurance from Medibank to Bowwow as the premiums are substantially lower for exactly the same policy administered by the same company (Petsure) and underwritten by same company (Holland). Even though the 'brands' are just fronts for the administrator company who receives all premiums, we had a run around trying to continue our existing Medibank policy for one month to cover the waiting period on the new policy. Fairness would indic...ate that a customer who has been paying premiums to the same company in good faith should have a simple way to port over without risking a month without cover. After calling 'Medibank' , 'Bow Wow' and both of them having a conversation with the administrator (Petsure), who ironically are all the same people, looking at the same screens, in the same company (who knew?! :)), and being told it could be done, we've now been told that 'the system doesn't allow it' and that 'we would be committing insurance fraud to have two policies operating'. Fascinating. Now that bodes well for any future claims. I really can't imagine the process of actually claiming if this is our experience to date. I much prefer to write positive reviews but am just left feeling frustrated and having wasted time and energy. My feeling after our interactions today? Pay the small premium for Allianz and 'Pet Plan' - it appears to be the only independent provider.
My insurance dates back to november 2010
Lodged my first claim for $65 last week and they have lost my claim form
Says it takes 2 weeks to be paid
Asked the question if my pet was seriously ill and needed 1000's in treatment and i did not have it in the bank what happens
They said bad luck
I said i should cancel my insurance and they said they would do it now
Greencross vets suggested them as the best insurance company
Wonder what they got out of it
Don't bother - the vet billls are cheaper than the premiums!
I cancelled the policies for both my cats 6 weeks ago, and guess what? They continued to take premiums out of my bank account. My initial call was to someone in the Philippines who said she was unable to cancel but someone in Australia would call me in 5 days. That didn't happen so I called them again and they said the policy would be cancelled.It wasn't and the premiums were still being deducted. When I called them today they were still reluctant to cancel the policies and tried to convince me not to. At least I have a confirmation email and the promise of a refund for the overcharging. We'll see! These policies are administered by Medibank Private.
Typical insurance company tactics, take you $$$ and then use ever dirty trick in the book to avoid paying
Lost my dog due to cancer, lodged a claim for when he was Euthanized. The claim was rejected on grounds it does not meet the qualifying criteria, further the last paragraph stated,
Notwithstanding this, your policy provides a wide range of cover to meet other veterinary cost associated with keeping *&%*)(&% fit and healthy. We look forward to playing our part in this.
They will not pay
Service? What service!
If there was ever a company in it to simply make money while customer service goes out the window its petsure!
I made a claim for both my dogs simply for a routine check up and vaccinations since they're healthy dogs and yet they sneakily locked me into a 12 month contract and said they can cancel my policy but will continue to charge me until the 12 months is up! Who in their right mind would want to cancel a policy and still pay for it without receiving any of the benefits you're paying for such as the actual insurance coverage??
They take ages to reply to emails!
Rude staff, bad service and very poor coverage!
Questions & Answers
Will my dog be covered for IVDD?
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.
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.
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
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
Put my first claim in for $67.30 in 5 years
Can't find my claim
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
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
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