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You’d get better service using Vodafone in an elevator….
- Policy was definitely easy to set up. Claiming however, was as pleasurable as putting your dog to sleep.
- It took 4-5weeks to receive a denial response. They must be using Vodafone.
- terrible clunky customer service experiences throughout the claim.
The straw that broke the camels back: It was found upon review, that a standard ‘ear infection’ from when he was younger is a ‘pre existing’ condition. Given this, a subsequent ear infection 2 years later was denied… If he has an ear infection in 2027 this will still not be covered. P.s I hope the camel isn’t with Woolworths pet insurance.
Overall, it was honestly just a miserable, underwhelming experience.
- Basic Cover
I am blessed with Woolworth Pet insurance, Thank you
I had the pet insurance with Woolworth and never expected to use it, just for peace of mind, as I love my cat. the other day my cat was sick and went to the hospital for treatments. as a basic cover, I didn't expected to cover some consumable product, but they did cover them. They didn't cover consultation fees, but I think this was in the agreement. and they covered 80%, as they mentioned in the policy, of the other items in the bills. I want to share this information with you as I am very happy with my pet insurance with Woolworth....
Didn't pay out on $400 surgery
The vet recommended a clean and polish for our dog's teeth. This was a $400 operation. We didn't get a cent back from Woolworths pet insurance.
Keep in mind, we had paid thousands of dollars in premiums ($3660).
We have had one operation covered by the insurance, but it's just not worth it.
We cancelled our insurance and made a new bank account instead. Now instead of paying pet insurance, we put that money in the separate bank account for the dogs. If you can afford it, I believe that this is a much cheaper option.
The worst insurance arm I have ever come across, for many reasons
Woolworths pet insurance is expensive and the customer service and procedures are a disgrace. our pet insurance has gone up 30% each year, and I am now currently on hold for 80 minutes. Steer clear.
What a total rip off
Policy costs me $60 per month. They are totally useless....I tried to put in a claim via their portal...kept getting kicked out. Reset password to no avail. Rang them three times!! ( and put on hold for over one hour inclusive) to get ZERO help. Now after researching find out that consults are not covered. Total rip off merchants like every other f insurer out there. Don't waste your time or money. Save some per month and you will be better off.
Price hike for no reason !!!
I have been with this company for nearly a decade. Never had a claim got nothing in return apart from a miserable $50 a year for vaccination program. The insurance has gone up from $900 to nearly $1700/year. Apparently i can claim up to $24000/year now instead of $12000. I never asked for such cover. Yes my dog is 12y old now however I do not need such massive claim amount and the policy can not be changed. I feel that Woolworths is just ripping customers off by charging these ridiculous premiums. My health insurance costs LESS and i am a human. $150 for a small dog a month is just ridiculous!
Good coverage, Terrible customer service
We've been with Woolies for pet insurance for the last 4 years for my dog, and have recently added another pup. Happy with everything they cover, but if you're willing to spend an hour on call waiting, maybe check out other providers.
Claims and status' and other services needed are widely available online, however a task such as adding a pet, or calling as we've had log in issues is a nightmare. Calling to add our new pup has taken an hour on call waiting. Despite the "clear" prompts at the start of the call, after 35 minutes, my call was pic...ked up by a lovely gentleman named Ahmed, who informed me that I needed to be transferred. He apologised for the wait, and told me there should be a call back option for the department I needed. After I was transferred, there wasn't any call back option and therefore I had to wait online for an extra half hour. Only to have my call picked up with an error with the callera headset and hung up on. Waiting to add a dog to an existing policy shouldn't be an hour long wait on hold, it should be a form.to fill out online, and maybe a call once it is being processed to confirm information. Customers can't afford to spend money on phone waiting for help, and sometimes being hung up on.
Great! Would recommend to anyone!
We had to see a vet as our dog ingested a grass seed that got stuck in his through. In less than 24h of the claim, the money was deposit on our account.
Unreasonable and unnecessary policy
I wrote the below email to their customer service email 2 weeks ago with no reply.
"I was notified that my application for my pet insurance policy cannot be processed because I still have another active policy with RSPCA for my pet.
My policy with RSPCA will run out on 14th June since I have prepaid this month.
I told her since you have cool off period with your offered policy, my pet will have to wait until the end of the cool off period to make any claim. I think I should have her old cover over lap her new cover incase that any accident happen and she would be covered under her old policy while the new policy is still in cool of period.
Had to wait at least 1/2 hour to speak to a consultant
I had woolworths pet insurance for 2 years for my dog. After one year, the premium went up almost 30%. I tried to cancel it via email at email@example.com. It took them 1 week to respond and asked for my identification. One afternoon, I called them on 1 300 101 234. Waited 1/2 hour but then hung up when no consultant answered my call. The next morning, I tried calling them again. Waited for 1/2 hour only to find out I was transferred to an insurance consultant and she couldn't help me with pet insurance. She transferred me to the pet in...surance consultant and I waited another 20 min before I finally spoke to a consultant and had it cancelled. From my experiences, I am convinced there will be at least 1/2 hour wait to speak to a consultant. If I have other options, I will unlikely get insurances from Woolworths.
- Woolworths Pet Insurance
It is shameful they offer a pet insurance that makes it impossible to make a claim. There is no way to access the portal, no way of speaking to a customer service operator (unless you call sales you go straight through to someone but of course the sales rep can't help..... so you go back on hold for hours with no answer!) Even on this website I'm sure I will receive a message saying call 1300 101234...and guess what this is the number that you call to wait on hold for an hour and then get hung up on. I'll be going to the ACCC.
Do not bother getting this insurance! They will try to deny every claim
We have been with woolworths pet insurance for the past 7 years, with policies for all 3 dogs. Premiums are around $1200-1600 per year each. In the past one dog had a hip replacement and another had to get surgery after eating something bad. Hip cost 7000 and surgery was 6000. So we thought we should get pet insurance to cover for any future incidents.
They will make it close to impossible to claim anything. We have tried to claim a rabies shot for one of the dogs who picked up a sick bat, and it was denied because apparently rabies vaccines ...are "elective". The ranger told us the dog had to have it because there is no treatment in dogs if they get sick from the bat. Called them to see if emergency boarding would be covered for the dogs as our child was hospitalised for a few months last year and we had to temporarily move to a children's hospital and the dogs had to go to boarding for a few months. Person on phone said to try put claim in and see what they say. Put the claims in, they wanted full vet records from when the dogs were puppies (oldest dog is 14, not sure what his puppy records had anything to do with him needing boarding). Wasted 3 different vets time getting complete records, only for them to then say that our cover didn't include boarding. Had to email back their own policy documents to show that emergency boarding WAS covered. In the end they denied the claim anyway because the policies are under my name and I wasn't the one in hospital, even though we had letters from the hospital saying I had to stay there for that time period. It will also take them a solid month to start processing claims. At least 20mins on hold for calls. In hindsight I should've listened to the vets and not bothered with getting this completely useless insurance. They advised us to just put the insurance money aside each month and pay for whatever comes up. We would definitely still be ahead had we done that. I've never bothered to write a bad review before, but I hope this one helps someone else avoid making the same mistake we did.
Really bad customer service.
No value for money at all. Expect to be on hold for a long time with this company, then get cut off, when trying to cancel the policy. Locked out of online portal, so basically they just kept taking my money. Finally got a good customer service agent from a different department who handled my query & cancelled policy with a small refund. Overall would not recommend Woolworths Insurance.
This company is a complete rip off.
First claim and straight away trying to get out of reimbursing me. I'm going to go to a current affair with this matter as after 5 phone calls to them all they have done is lie to me, telling me my vets haven't sent my dogs records through when they have been. I've been waiting 2 weeks to be paid now they have said I have to wait another 7 to 10 days. I'm on a pension and I need to get that money back asap. If anyone else want to jump on board with taking this to a current affair please email me on [email address removed] and maybe we can stop these people ripping us off.
Policy cancelled after 8 years
Recently missed 3 premium payments (around $20 each) due to a change in my credit card details for the direct debit. Then suddenly, policy cancelled and wasn't even notified of the cancellation. Policy even had a claim pending.
Called customer service (after waiting for 45 minutes) who said they couldn't reinstate the policy. Will just go through my health insurance provider next time for pet insurance.
Questions & Answers
I have had Woolworths pet insurance for years and have been paid every cent owed to me. I did have trouble in the beginnings so I wrote to the CEO of Woolworths this was resolved and going forward no issues.
Hi Steven. My beef was the no coverage for the dental extractions and medication/pathology costs. It is a rort. I have cancelled the policy, as I am disgusted with them. Cheers. Pauline
I have a nine month old pug who had contact dermatitis when she was 9-10 weeks old. If she has an irritation like that in the future would that be considered a pre existing illness? I have been told that it is common for pugs to have soft pallet issues. Would this be covered with your insurance?
Unless you already have pet insurance, I understand that it will not be covered. Read the fine print first. That's where I came unstuck. Don't expect cover for anything to do with dental. Good luck. I cancelled my pet insurance, as I am so disillusioned with it. Pauline
My 3 year old male Maltese Shih Tzu cross is terrified and severely traumatized of thunder and even slight rumbling. Is there any way of calming him to help him get through it?
You can buy a thunder shirt from petbarn or eBay or see your vet for calming medication.
Get an answer from our members and Woolworths Pet Insurance representatives
|Category||Pet Insurance||Pet Insurance||Pet Insurance|
|Annual Benefit Limit||$5,000||$10,000||$24,000|
|Amount of Vet Bill Covered||Up to 80%||Up to 80%||Up to 80%|
|Minimum Pet Age||8 weeks||8 weeks||8 weeks|
|Accidental Injury Cover||Included||Included||Included|
|Routine Care Cover||Optional Extra||Optional Extra||Optional Extra|
|Emergency Boarding Fees||$500 if you are hospitalised for 5 or more consecutive days||$1,000 if you are hospitalised for 5 or more days||$1,200 if you are hospitalised for 5 or more consecutive days|
|Cooling Off Period||21 Days||21 Days||21 Days|
|Consultation Fees||Not Included||$300||$300|
|Cruciate Ligament Conditions||$1,500||$2,600||$2,600|
|Waiting Period for Illness||30 Days||30 Days||30 Days|
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