See the Best Pet Insurance in 2022 as rated by Australians on ProductReview.com.au.
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Reviews

1.9
51 reviews
  • Value for Money
    2.5 (15)
  • Transparency
    2.5 (13)
  • Customer Service
    2.7 (15)
  • Claim Resolution Time
    • <1 week (5)
    • 1-2 weeks (2)
    • 2-4 weeks (1)
    • 3+ months (1)
  • Claim ApprovedYes (5) · No (5)
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ljp Australia
ljp AustraliaNew South Wales

polite, helpful, easy to understand, very impressive skills.

published

recently I had cause to call Prime pet insurance and spoke to 'Xia'. he was fantastic and is a credit to your company, he was polite, helpful, easy to understand and his overallskills were very impressive.

Incentivised Review No
Claim Made No
Prime Pet Insurance
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21% increase in premiums after 8 years because my dog is getting older (10 years old)

published

I have paid $145 per month for 8 years - made one $1000 claim and now they have hiked up the premium to $176 per month! This is ridiculous - when your pet gets old they don't want to insure them so they make it unaffordable. There is no legitimate reason other than this - they say it's vet fees - this is crap- they just don't want an old dog on their books. My dog is only ten. Don't get stung like me.
They punish you for being loyal.

Value for Money
1/5
Transparency
1/5
Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message
MPT
MPT

The points in my comment still stand.

Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message

Hi MPT,
Thank you for the reply. If you would like assistance with your query, please do not hesitate to reach out. We would appreciate the opportunity to be of assistance.
Kind regards,
Scott

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Disappointed
DisappointedSouth East Queensland, QLD

Cancellation Charges

published

I have been with Prime Pet Insurance for 9 Months and have made 1 claim for $143.68. I have paid $565.63 so far in premiums. I got a quote from another Insurance company that was $305.00 cheaper per year. I contacted Prime to cancel my insurance and was told as I had made a claim of $143.68 I would have to pay my premium until my due date, this will total another $208.39. Total being paid of $774.02. I have offered to pay the claim back to them so that I can cancel the policy and that has to be approved apparently. Very disappointed with this company and it's policies.

Value for Money
1/5
Transparency
2/5
Prime Pet Insurance
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Staff help
Staff helpSouth East Queensland, QLD

Good product and service.

published

The policy can seem a bit expensive, I have 2 dogs so do get a discount on one but I still feel the price could be a bit better. In saying that I wouldn't choose an alternate insurer unless offer a better price for the same product.
My claims are paid in good time and The only thing I think any pet insurance should consider is general health cover like vaccines and dental cleans

Value for Money
3/5
Transparency
5/5
Prime Pet Insurance
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Fabrice
FabriceSydney, NSW
  • 2 reviews
  • 1 like

Terrible customer service

published

I have been trying to call customer service several times. The line goes to a third party receptionist all the time and they take your name and contact details for a return call back. What kind of customer line is this? No one has called me back yet. I need an application cancelled before the policy starts on 11/06 11:59pm as i no longer wish to go ahead with it.

Value for Money
1/5
Transparency
1/5
Prime Pet Insurance
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PPACKHAM
PPACKHAMNorth Western Region, NSW

Unacceptable and Concerning

published
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Value for Money
3/5
Transparency
1/5
Prime Pet Insurance
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I need you to contact me!

published

Hello Prime, I have been trying for a long time to get in contact with you.
I have tried a handful of times to change my bank details on the portal and they will not register. I also need to change my address which the portal will also not let me do.
Over many weeks I have been attempting this.
I have called multiple times and can not get through, I speak with only someone in reception who takes my details and says I will get a call back.
My insurance is incredibly overdue and I AM TRYING TO PAY IT!
I understand due to the virus call centres are going crazy right now but I need you to contact me I am trying to give you my money.
Policy Number: [Number Removed]

Value for Money
4/5
Transparency
4/5
Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message
Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message

Hi Lori,
I just wanted to follow up with you, as I understand that a member of our team has been in contact to assist with updating your details. If you have any further queries, please do not hesitate to contact us.
Kind regards,
Jessica

Lori E.
Lori E.

Yes I have spoken with somebody! Thank you for the help!

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Style_Meets_Emotion
Style_Meets_EmotionSydney, NSW
  • 33 reviews
  • 60 likes

A REAL Pet Insurance company that does the right thing.

published
Value for Money
5/5
Transparency
5/5
Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message
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Jason
JasonMetropolitan Adelaide, SA

26% Premium Increase over 2 Years with no claims

published

We have had our dog insured with Prime since eligible and have just received our policy renewal, premiums have increased 9% this year and 26% over the past 2 years. And this is without making a claim. Highway robbery!!

Value for Money
1/5
Transparency
1/5
Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message
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Georgia H.
Georgia H.Sydney, NSW

Prime Pet Insurance looked after me

published

My darling cat Keara died of cancer this week. Prime has been so supportive over the years . They paid the many chemo / meds claims I made quickly and were supportive throughout her journey.

Value for Money
5/5
Transparency
5/5
Prime Pet Insurance
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Charles Spanti
Charles SpantiGreater Melbourne (Metropolitan), VIC
  • 3 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

Incentivised Review No
Claim Made Yes
Claim ApprovedNo
Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message

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

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Melani
MelaniSydney, NSW

Think Twice Before Joining Prime Pet Insurance

published
Value for Money
1/5
Transparency
1/5
Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message

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

Melani
Melani
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Paul C.
Paul C.Greater Melbourne (Metropolitan), VIC

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

published
Value for Money
1/5
Transparency
1/5
Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message

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

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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
5/5
Transparency
5/5
Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message
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Olivia R.
Olivia R.Greater Melbourne (Inner), VIC
  • 3 reviews
  • 2 likes

Unsympathetic company

published
Value for Money
1/5
Transparency
1/5
Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message
Prime Pet Insurance
Customer RelationsPrime Pet InsuranceSend a private message

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.
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Prime Pet Insurance

Details

Compare all 3 Prime Pet Insurance
CategoryPet InsurancePet InsurancePet Insurance
UnderwriterHollardHollardHollard
Annual Benefit Limit$14,000$14,000$14,000
Amount of Vet Bill Covered Up to 85%Up to 80%Up to 65%
Minimum Pet Age 8 weeks8 weeks8 weeks
Accidental Injury Cover IncludedIncludedIncluded
Illness CoverIncludedIncludedIncluded
Routine Care CoverOptional ExtraNot IncludedNot Included
Tick Paralysis$1,200$1,000$2,000
Emergency Boarding Fees$1,000 (you must be the sole carer and hospitalised for one or more consecutive days)$1,000 (you must be the sole carer and hospitalised for one or more consecutive days)$500
Lifetime Cover IncludedIncludedIncluded
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.)$2,000
Waiting Period for Illness 30 Days30 Days30 Days
Condition Limit$2,000 per condition
Compare all 3 Prime Pet Insurance
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