So far okay.... but premium increase is a joke
My two kitties have been insured since we adopted 3 years ago.
So far we haven't had any major illness or injury claims, but as part of the platinum cover we have up to $150 routine care benefit each year.
Out of 4 routine care claims, only one got processed smoothly. Since we have two kitties who are litter mates, their routine claims (itemized invoice) are always identical. Yet, only one of them got approved and they asked us to provide more info (vet history) on the other claim. How does that even make sense? Two identical claim; one gets...approved, another on hold. So every time that happens I have to email them and point that out before they realize their processing error. I dread to imagine what kind of ordeal we would have to go through when claiming major illness or injury claim if they struggle to process simple routine claims. Their policy states that you have to provide all veterinary history if this is your first illness or injury claim, yet I was more than once asked to provide them when I submitted routine benefit care claims. One of the kitties had one injury claim in June 2019, so we already provided his vet history up to that point in time to Prosure in order to get the claim processed. Guess what? When I submitted a routine care benefit claim in June 2020, they asked for his vet history up to JANUARY 2019 (mind you, not June 2019). So I emailed and explained that they already had his vet history up to June 2019, but an incompetent customer service rep just reiterated their original request like a robot, so I had to send another email to get a reply from someone else. There are competent people in their customer service department, but if you get stuck with a brainless one, my advice is stop fighting and try reaching out to someone else.
This company is a joke
Go with another provider!
You can only claim via mail. I pay less in car insurance. Customer service is non-existent. We've tried numerous times to update our details yet they still have the incorrect information on file.
I have been very impressed with Prosure Pet Insurance. Our German Shepherd has had a number of health issues. Our claims have processed promptly and without delay. I am very happy with Prosure.
Couldn't recommend ProSure more
I've had pet insurance with ProSure since 2005 and through two Great Dane dogs including one with a complicated cancer journey. Across all those years, all my claims have been easily handled and paid. Dealing with the company has been simple, clear and prompt and the premium costs have not risen unreasonably. For any pet owner, I believe pet insurance is a must but for big dogs where treatments & medications will always cost more, having insurance can mean the difference between making a harsh decision based on finances or not. Having ProSure i...nsurance, for me, has also meant the difference between an easy, clear policy that has met the stated agreement every time. Certainly couldn't recommend ProSure more and 15yrs of a relationship supports that claim well?
So glad we had Prosure pet insurance
Everyone hopes they won't need to use their insurance. We were so grateful we had taken out Prosure as our 8 month old puppy ate a foreign object and required major surgeries. Prosure was efficient with the claims and we are so pleased we had used them. And we can also be paid $150 towards his desexing.
I have been with prosure pet insurance for ten years never had a problem claiming very prompt at processing claim the only thing I would like to see is that you can email your cla!m instead of posting it
Bad enough when nothing bad has happened
Insured my puppy at at renewal time was charged an increased premium without being notified. It was only $100-200 difference so I didn't mind but given I had never made a claim because the claim system is so clunky, I decided to reduce my cover to gold and purchase gold for my second puppy as well. In calling to clarify and set this up, I was quoted roughly $500 more to reduce my cover to gold than to continue at platinum. I tried to clarify why and point out that this didn't make sense and the responses were obstructive and made no sense (it's...$500 because it's October not August.... what?). I checked online and, of course, the quote I got there for gold cover was significantly lower than for platinum... because that makes sense. I figured the man on the phone had gotten confused or pressed a wrong button somewhere so contacted customer service by email to try to clarify again and met with the same nonsensical explanation of why my premium was increased - explained again that I don't care about my premium increasing and that my two concerns were why I hadn't been notified that my premium had increased and what the cost would be to reduce my cover and sign up my second puppy - just repeated again the same stuff! Makes no sense. If they are this difficult when things are good, I'd hate to deal with them when my dog is sick or injured. Their claims process is clunky and customer service unhelpful - I've already paid for the year of care for my first dog but will be cancelling come renewal time and not using them for my second dog.
Our 6 month old puppy got desexed 2 weeks ago, we got $150 back from that. however, her stitches then burst resulting in $3000 emergency surgery. Prosure rejected our claim saying it is "complication of surgery". This was a completely different surgery. What is the point of paying $100 a month for the top insurance cover if only $150 out of our $4500 claims has been paid?
Best money spent......for piece of mind for your pet
I have had Prosure platinum cover for my Airedale since we got her as an 8wk old puppy........she is now 8yr old and its the BEST thing we ever did.
To have the piece of mind that you have the support and backing of this insurance is a blessing.......... we have well and truly needed this insurance over her life thus far, and use it regularly
Prosure are professional and very helpful. :-)
My only negative is the claim system (even though its very good) Claims are submitted via paper form and must be posted. Therefore, the claim does take 1-2wks to go through due to postal system.
Prosure, you need an online claims process ASAP
Prosure is furfect for pet insurance
I have been with Prosure for 9yrs & 3 German Shepherds. Claims have been easy & paid quickly. I recommend them without hesitation. Great service & piece of mind for my fur babies
Happy to take premiums but very hard to claim. Do not recommend
Both my cat and puppy are insured by Prosure. Unfortunately both had claims, first puppy injured his paw last year, claim was rejected as pre existing. Then late last year cat got in a fight with another cat, once again rejected as pre existing. I dont know how accidents are pre exisitng condition. Luckily they were both small claims and didnt cost huge sums of money. Cant trust them if i ever needed to claim for a major vet bill.
Also claims need to be mailed not email and when i sent via ordinary mail first response was that they didnt recieve them so had to redo the vet forms and invoices.
The claims process is very tedious and hard.
Since changing to overseas call centre
This company had great staff who could answer your questions in a heartbeat, since they changed to overseas staff the customer service has been apalling. Wrong information, when you place a claim you get 8 emails which you don’t know if it’s hacking or not. They don’t notify you of any issues, you have to phone up.
Life saver, quick to process claims & friendly helpful advice
4 years, I have two dogs insured.
Our rescue dog developed Cushing disease at 2years of age, regular blood tests and lifelong medication. Prosure has been fantastic, such a relief to have to not worry about the ongoing treatment costs.
Best pet insurance
I have been with Prosure for 4 years. Just recently I had to submit a claim after my girl required surgery. My hisband and I were bracing ourselves for a back abd forth with insurer (as we had with our previous pet insurance company). When I hadn't heard from them after a few days of submitting my claim, I thought I'd check my bank account (my husband laughed and I knew I was probably dreaming). Lo and behold, when I look in my account, money was there!! No hassles, no issues NOTHING!!
- Verified customer
Ease of Mind when Dealing with Pet Ilness.
We have had PROSURE for going on nine years. They have always been there when dealing with day to day pet bills and being able to choose to claim for vaccination or flea, and tick coverage is a great help. Also knowing that when your dog has sustained a significant injury and has to be euthanatized, you can have the best care for your dog because you have the safety net of PROSURE.
I made a claim in December all went well, made another in January and was told they wouldn't cover it. Fair enough so I cancelled my policy, I noticed money was still being taken from my account. I assumed that the coverage would end at the renewal date (November) when I made another claim in June I was told my policy was cancelled and I am still to pay until November. This seems completely outrageous to me. If I cancel my Netflix I can still watch it until the months ends. Pro sure is running a little scam and are licking their lips when people call to cancel. Free money without the risk to pay out any claims.
- Verified customer
Easy claims service
I have had a policy for over three years and have had to claim on a number of occasions (including the wellness options). The claims process has always been easy and efficient. My vet submits the claim directly to the insurer electronically which is great. The premiums seem to increase quite a lot each year, but maybe that's across the board? Regardless, I'm very happy with the cover.
My advice to others would be to read the PDS thoroughly, get the cruciate ligament waiting period waiver form completed (if possible) and adhere to the 30 day waiting period. If you visit the vet with pet illnesses/injuries in that waiting period, the condition will be forever excluded (and you won't get any money back).
- Verified customer
Bought policy as soon as I received my 8 week old pup, first claim paid within 14 days and no proble
I have been so far very happy with the product and company. Money received back within 14 days of my pup's first visit to the vet for injections and worming etc. Completely satisfied.
- Verified customer
Prosure Pet Insurance
I chose Prosure as my Pet Insurer because I value the research and recommendations of Choice (Magazine). I have had (2) claims in December which were both processed and finalised within 3 weeks of lodging the claim. I am very satisfied with Prosure and re-assured that there are insurance companies that do stand by their clients.
Don't insure your pets Australia Post, RSPCA
I have had pet insurance for both my dogs, 5 years for one and four years for another. One of my dogs did his crutial ligament in October 2017, got him operated on in November 2017 as he was lame and had to get his leg fixed so he could walk properly and not in any pain. This operation cost me $2,500.00 and Pet Sure turned me down, they are money hungry. Pet Sure that is an offshore company in Milan the Philippines. I thought this would be an Australian Company but to my dismay I found out it wasn't. My claim being turned down has now caused me...financial hardship and I have also cancelled the policy on my other dog because of the horrible attitude that Pet Sure gave me. I only hope that people will not insure their pets, it's much better to put some money away each pay to cover your vet bills. I'm a very disgruntled and angry person
Questions & Answers
Which is the best bonafide pet insurance?
I notice Prosure Pet Insurance and RSPCA Pet Insurance have the same mailing address, can anyone explain this to me I am a little confused, having opened a new policy with RSPCA pet Insurance after ceasing my policy with Prosure due to my dissatisfaction?
they are the same thing: australia wide there is only 1 underwriter across all insurances....maybe only Allianz is independent...thus making the pet insurance world a mono/oligo-poly
Hi Judy, cannot answer your query about the mailing address, but I am looking to cancel my Prosure policy due to dissatisfaction. They have refused to pay my claims, despite letters from my vet etc. I hope you have more luck with the RSPCA insurance.
All Pet Insurers eg RSPCA, Aust Post, Coles and more are under the umbrella of Holland Insures, Pet Sure is the company that looks after all the claims for all insurers and is based on commission. Pet Sure is offshore company in the Philippines . So your not dealing with Australian people, your dealing with Philippinos ggggrrrrr and any one considering pet insurance think again its a giant rip off as I've lost $2,500 aud and that's a lot of money
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