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Reviews

Review distribution

5 star
6
4 star
2
3 star
1
2 star
0
1 star
33

Charles Spanti

Charles SpantiGreater Melbourne (Metropolitan), VIC

  • 2 reviews
  • 4 likes

Stay away from Prime

published

I was with Prime and always had issues getting my med bill paid back. Always issues. Stay away from these guys, they are hopeless..they take your money then try to exclude things afterwards......walk away from prime pet insure

Claim MadeYes
Claim ApprovedNo
1 comment
Prime Pet Insurance
Customer RelationsPrime Pet Insurance

Hi Charles,
I am sorry to hear that you feel this way in relation to our policies. If you would like to discuss your experience further, please do not hesitate to send me a private message with your policy and contact details.
Kind regards,
Jessica


Melani

MelaniSydney, NSW

Think Twice Before Joining Prime Pet Insurance

published
Value for Money
Transparency
Customer Service
Number of Pets2 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim DateSeptember 2019
Claim ApprovedNo
See all answers
1 comment
Prime Pet Insurance
Customer RelationsPrime Pet Insurance

Hi Melani,
We’re sorry to hear about your recent claiming experience. I have sent you a private message to obtain further details as I would like to look into this for you.
Kind regards,
Jessica

Paul C.

Paul C.Greater Melbourne (Metropolitan), VIC

Bad faith. Squirm out of claims. Do not use.

published
Value for Money
Transparency
Customer Service
Claim MadeYes
Claim Resolution Time1-2 weeks
Claim DateAugust 2019
Claim ApprovedNo
See all answers
1 comment
Prime Pet Insurance
Customer RelationsPrime Pet Insurance

Hi Paul,
I am sorry to hear about your experience. I would like the opportunity to look into this further for you and I have sent you a private message requesting some additional information.
Kind regards,
Jessica

Yunis L.

Yunis L.Perth, WA

My blind epileptic dog

published

I have had Prime insurance since I got my puppy 4 yrs ago. 2.5 yrs ago my dog went blind and started having seizures, we took Reggie to all sorts of specialists that cost fortunes and he has had ongoing tablets now up to this date to manage his seizures. Prime have been fantastic helping us with vet bills and ongoing prescriptions. Thank you so much for being effortless to deal with and getting our money back from the vet bills.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time<1 week
Claim DateMay 2019
Claim ApprovedYes
See all answers
1 comment
Prime Pet Insurance
Customer RelationsPrime Pet Insurance

Olivia R.

Olivia R.Greater Melbourne (Inner), VIC

Unsympathetic company

published
Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time3+ months
Claim DateJune 2019
Claim ApprovedNo
See all answers
4 comments
Prime Pet Insurance
Customer RelationsPrime Pet Insurance
Prime Pet Insurance
Customer RelationsPrime Pet Insurance

Hi Olivia R.,
I understand that a representative from our Customer Resolutions Team has been in contact with you today and is working with you to resolve the concerns you raised.
Kind regards,
Sharon

Olivia R.
Olivia R.

Robyn A.

Robyn A.South East Queensland, QLD

Cost of insurance

published

I have had one dog with prime for 3.5 years over $75 a month - pretty bloody high cost. I want to insure my new pup and they want so much more than the older dog. They have refused to negotiate a more reasonable quote. They are going to lose 14 - 16 years of business just for the $5 I wanted to negotiate - plus all the people that ask me about my experience with the company! And I have a lot of people who ask me about who I insure with

Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeNo
2 comments
Prime Pet Insurance
Customer RelationsPrime Pet Insurance
Robyn A.
Robyn A.

I just want a fair deal when I have two dogs. I train dogs and handlers ask me who is a good company- i can’t refer your company if you are non negotiable.


Alex Gitlits

Alex GitlitsGreater Melbourne (Metropolitan), VIC

  • 2 reviews
  • 1 like

An issue free claim

published

I bought a Prime Pet insurance policy for my puppy over 4 months ago. I did not do much research but from what I read on the Prime Pet Insurance Policy website it sounded pretty good. I got the top cover which is not cheap but I wanted a peace of mind. Last week my puppy had an unfortunate incident of swallowing a foreign object and had to undergo an emergency surgery which ended up being over $3,600. I lodged the claim and got the refund within a few days. No questions asked. Whilst I was waiting for the refund I found these reviews and was expecting issues but contrary to the majority of reviews my experience with Prime Pet Insurance has been positive so far.

Value for Money
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time<1 week
Claim DateApril 2019
Claim ApprovedYes
See all answers
1 comment
Prime Pet Insurance
Customer RelationsPrime Pet Insurance

Hi Alex,
Thank you for such a wonderful review, we really appreciate it. I am happy to hear that we were able to provide you with peace of mind and support with your claim. I hope that your puppy is recovering well after surgery.
Kind regards,
Tess


Isabelle

Isabelle

  • 3 reviews
  • 5 likes

Don't do it.

published

Don't waste your time with these people, they don't pay anything out ever and they will lie to you in order to get you to sign up. They money we've given to them so far could have easily paid Fletcher's vet bill, it's not worth the money at all.

Value for Money
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredCat
Claim MadeYes
Claim Resolution Time<1 week
Claim DateFebruary 2019
Claim ApprovedNo
See all answers
1 comment
Prime Pet Insurance
Customer RelationsPrime Pet Insurance

Updated Review

published

After angrily attempting to cancel my policy I was put in contact with an excellent customer service member and she listened and resolved my claim. I have since been paid which I am grateful for.

Value for Money
Customer Service
Number of Pets1 pets
Claim MadeYes
Claim Resolution Time2-4 weeks
Claim DateMarch 2019
Claim ApprovedYes
See all answers
2 comments
Prime Pet Insurance
Customer RelationsPrime Pet Insurance
Prime Pet Insurance
Customer RelationsPrime Pet Insurance

Hi Mpt,
Thank you for taking the time to update your review, we really appreciate it. It is great to hear that you received excellent customer service in resolving your claim.
Kind regards,
Tess

Tom

TomAdelaide

Thieves. Do not use this company

published

Customer for 18 months with no claims. Lodged 4 standard vet visit claims and all rejected. Tried to cancel policy and usual strategy applied of disconnecting me twice, transferred me to department who said they couldn’t help, offered 2 day callback until I mentioned ombudsman then miraculously a supervisor got on the line and canceled policy. What an abject disgrace of a company.

Insurance claim madeYes
1 comment
Prime Pet Insurance
Customer RelationsPrime Pet Insurance

It's disappointing to hear you've had an unpleasant experience with us. We strive to ensure that all our customers receive the best customer service experience and we take all customer feedback on board in order to improve our processes.


Alex

AlexPerth

  • 2 reviews
  • 2 likes

Sub-Prime Pet Insurance - AVOID

published

We have been with Prime Pet Insurance for 10 months now. I am extremely disappointed with their service and selectivity of their claims. They will deny perfectly legitimate claims with the very trivial excuses. Their level of coverage is abysmal, and customer service is even worst.

My dog had a legitimate accidental injury which required stitches. This claim was denied, leaving us out of pocket by $500.

Please take this from me, avoid this company. They take your money and rob you blind.

Prime Pet Insurance, I am looking into reporting your business practices to the Australian Consumer Protection.

Insurance claim madeYes
1 comment
Prime Pet Insurance
Benedict G.Prime Pet Insurance

Abbie J

Abbie JPerth

Theifs!

published
Insurance claim madeNo
2 comments
Prime Pet Insurance
Benedict G.Prime Pet Insurance

We're sorry to hear this. We will forward your details on to a Service Manager and ensure someone gets in touch with you shortly. Could you please send us a private message with your policy details?

Abbie J
Abbie J

You had my details yesterday and apparently someone was going to call me first thing this morning! ANOTHER LIE!!! Useless company! You had no right to my money after i cancelled my policy! What you did was illegal! And i should sue you!!!


Standard shameful insurance

published

2 years with the company, found out that i'd signed up to a 2 year waiting period for the extra dental cover we purchased on top of the top policy... over 23 months into the policy we made our first claim for some emergency dental work which due to this pretty despicable waiting period they won't contribute to. I don't know why I even bother with insurance, it's never a good experience, they're happy to collect your hard earned cash every month but always have a term in their policies to get them out of paying claims. I may just move to another provider out of principle, I know it was my fault for not noticing the 24 month wait period, but some lenience due to it being our only claim and 23+ months into the policy would have been nice.

Insurance claim madeYes
2 comments
Prime Pet Insurance
Benedict G.Prime Pet Insurance

Hi Jonny, our apologies for any inconvenience. If you would like to send us a private message with your policy details and phone number we can get you in contact with a member of our Service Team to further discuss.

Jonny
Jonny

They rob you blind

published

This company reimburses minimal conditions. Refused to pay for my dogs second ACL surgery because they were within the same year of each other..... any reputable pet company would know that dogs with ACL injuries are likely to do both knees within a year of each other. Very shady company... avoid at all costs

Insurance claim madeYes
1 comment
Prime Pet Insurance
Benedict G.Prime Pet Insurance

I am trying to cancel my policy and they tell me that I have to wait for a call-back in 1-2 days.

published

4 months, no claims made. very expensive so expected better service. How dare they not cancel my policy when I instruct them! After verifying all me details they leaving me waiting on the phone for 15 minutes to tell me that? I am glad that I will never have to make claim with them.

Insurance claim madeNo
1 comment
Prime Pet Insurance
Greenstone F.Prime Pet Insurance

Hi Tina, we're sorry to hear you are unhappy with the service provided. If you require further assistance with cancelling your policy please share your policy details with us in a private message at www.facebook.com/Primepetinsurance thanks.

Tried to cancel this policy and took 3 phone calls to be put on hold every time was then tried to be

published

3 days which was long enough after trying to get through to there customer service it was a huge nightmare

Insurance claim madeNo
1 comment
Prime Pet Insurance
Greenstone F.Prime Pet Insurance

David

DavidSydney

Poor customer service and will do everything they can to avoid paying claims - read the fine print

published

One of the more expensive options on the market. The first experience of calling their customer service team was terrible.

After our pet had an accident they refused to pay the claim saying that the accident resulted in an illness and illness wasn't covered. If you broke your fingers that would be an accidental injury and not an illness. After 20 mins of going back and forth on the phone I was so frustrated.

Based on this experience I would suggest reading the cover documents carefully and only taking out this cover if you want very basic coverage at a VERY high price. There are better options out there.

Insurance claim madeYes
1 comment
Prime Pet Insurance
Greenstone F.Prime Pet Insurance

Thieves

published

I organized top cover with prime in preparation for the arrival of our puppy whose breed does have a history of health problems - so I thought I was preparing for this. Waste of time and money. Communication is terrible, especially with following up on claims. Found the loop hole they were looking for and will not cover our claim. So upset that I’ve wasted so much money on top pet insurance to have none of our expenses covered. Definitely do not recommend prime pet insurance and will be cancelling my policy first thing tomorrow

Insurance claim madeYes
1 comment
Prime Pet Insurance
RitchiePrime Pet Insurance

Jase

JaseHervey bay

Lodge claim and still waiting on refund

published

Prime pet insurance dont care about your pets. All they care about if getting your money and not giving back. I have been with prime pet insurance for a few years now. I am really thinking of cancelling and just put the fortnightly money in a saving account

Insurance claim madeYes
1 comment
Prime Pet Insurance
Greenstone F.Prime Pet Insurance

Lucyliu77

Lucyliu77NSW, 2228

  • 5 reviews
  • 2 likes

Bad Policy Management and Communication

published

My policy was paid via direct debit for almost 4 years. When the direct debit lapsed (as I had to set a timeframe on the duration), I was never notified and they cancelled my policy which means that any vet bills I had paid for during the time period (in which the cover was paid) will not be reimbursed. Very bad communication. Any other company would notify their customers that a payment was missed or a direct debit was not successful. Plus their online claim system was only recently implemented. Previously, claiming any vet bills was by post and a waste of time.

Insurance claim madeYes
1 comment
Prime Pet Insurance
Greenstone F.Prime Pet Insurance

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Details

Prime Pet Insurance Sovereign Accident and Illness Cover

Prime Pet Insurance Sovereign Accident and Illness Cover

1 review
Prime Pet Insurance Imperial Accident and Illness Cover

Prime Pet Insurance Imperial Accident and Illness Cover

1 review
Prime Pet Insurance Royal Accident Cover

Prime Pet Insurance Royal Accident Cover

No reviews
CategoryPet InsurancePet InsurancePet Insurance
Contact Number 1300 070 7531300 070 7531300 070 753
Address58 Norwest Boulevard, Baulkham Hills NSW 2153, Australia58 Norwest Boulevard, Baulkham Hills NSW 2153, Australia58 Norwest Boulevard, Baulkham Hills NSW 2153, Australia
UnderwriterHollardHollardHollard
Annual Benefit Limit$14,000$14,000$10,000
Amount of Vet Bill CoveredUp to 85%Up to 80%Up to 80%
Minimum Pet Age 8 weeks8 weeks8 weeks
Accidental Injury CoverIncludedIncludedIncluded
Illness CoverIncludedIncludedNot Included
Routine Care CoverOptional ExtraNot IncludedNot Included
Tick Paralysis$1,200$1,000Not Included
Emergency Boarding Fees$1,000 (you must be the sole carer and hospitalised for 5 or more consecutive days)$1,000 (you must be the sole carer and hospitalised for 5 or more consecutive days)$500 (you must be the sole carer and hospitalised for 5 or more consecutive days)
Lifetime Cover Not IncludedNot IncludedIncluded
Cooling Off Period30 Days30 Days30 Days
Consultation Fees$300$300$300
Cruciate Ligament Conditions$2,600 (6 month waiting period. Can be waived.)$2,600 (6 month waiting period. Can be waived.)$2,600 (6 month waiting period. Can be waived.)
Waiting Period for Illness 30 Days30 DaysNot Applicable

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