Everyday Pet Insurance

I was already an Everyday Mobile customer when Woolworths emailed me promoting Everyday Pet Insurance. One of the headline reasons to purchase the policy was the repeated promise that I could “Save up to $600 each year with 10% off an in-store Woolworths grocery shop once a month.” As an existing Everyday Mobile customer, I reasonably understood… Read more

this meant purchasing the policy would provide an additional monthly grocery benefit.

After purchasing the policy and linking my Everyday Rewards account, I discovered the policy provided no additional grocery benefit because the discount was already attached to my Everyday Mobile service. In practical terms, one of the major benefits used to persuade me to buy the policy provided me with no additional value whatsoever. Had that practical effect been made clear before I purchased, I would have chosen a different insurer or a different reseller of the same PetSure-underwritten policy.

What disappointed me most was how my complaint was handled. Rather than considering whether the advertising created the overall impression that influenced my purchasing decision, the responses repeatedly relied on the promotional terms and conditions while avoiding the central issue I had raised. The final response from Customer Resolutions was particularly disappointing. I was told that “failure to read these terms and conditions falls on you.” I found that response dismissive and unprofessional. My complaint was never that the terms did not exist. It was that Woolworths promoted this benefit to me after I had already become an Everyday Mobile customer and therefore already knew the promotion would provide me with no additional practical benefit.

To add to the confusion, I was also told by Woolworths through its online chat that if I linked the policy to a different Everyday Rewards card I would receive the additional benefit. That advice directly conflicted with the position later taken in the formal complaint response that only one monthly discount is available regardless of the number of eligible products held. Receiving contradictory information depending on who I spoke to did nothing to inspire confidence.

What concerned me even more was the complete lack of any genuine attempt to resolve the issue. Rather than considering a practical solution that restored me to the position I would have been in had the advertising accurately reflected the promotion, I was simply told:

“You are free to cancel your pet insurance or mobile account if you no longer believe they best suit your needs.”

That was presented as the solution. By that stage premiums had already changed, changing insurers could expose me to new waiting periods, different underwriting decisions and uncertainty about future cover, and cancelling my Everyday Mobile service would have required me to give up a service I was otherwise perfectly happy with simply because I had relied on the way another product had been marketed. In effect, I was expected to absorb the financial consequences rather than the companies taking responsibility for them.

The aspect that caused me the greatest loss of trust was PetSure’s response. Although the policy was issued by PetSure and promoted and distributed by Woolworths acting as PetSure’s authorised representative, PetSure repeatedly sought to distance itself from the advertising used to sell its own financial product by asserting that the grocery promotion was Woolworths’ responsibility. As a customer, that distinction made little sense. The promotion was used to persuade me to purchase a PetSure-issued policy, yet when I questioned the impression created by that same promotion, responsibility appeared to shift elsewhere. That left me questioning who, if anyone, was prepared to take responsibility for the way the product had been marketed.

As no meaningful resolution was offered, I referred the matter to the Australian Financial Complaints Authority (AFCA), where it remains under independent review. Throughout this process I have been left with the impression that defending established positions, relying on technical distinctions and shifting responsibility between related entities was given greater priority than understanding the customer’s experience or finding a fair outcome.

This experience has fundamentally changed my confidence in both the Woolworths and PetSure brands. Trust is built long before a claim is made. It begins with honest marketing, clear communication and taking responsibility when a customer raises a genuine concern. Based on my experience, those are the very things that were missing.

I was thinking about cancelling my pet insurance because the cost of everything has been going up lately. However, Cha took the time to listen to my concerns and explained the available options clearly. She helped me find a policy that better suits my pet's needs and my budget. I really appreciate her patience, knowledge, and excellent customer… Read more ·  1

service. Instead of simply cancelling, I was able to make an informed decision and keep the right cover for my pet. Thank you, Cha, for your help and support.

Very helpful – Jet - operator was fantastic and cared about my financial issue Show details ·  1

We were concerned that the cost of pet insurance policy for our dog had risen considerably since last year and rang to ask if we could reduce the cover from Comprehensive Plus to Standard. The customer representative was polite and helpful. She took… Read more ·  1

the time to explain the various levels of cover and the benefits involved and even offered a loyalty discount. We ended up staying with Comprehensive Plus because our dog, Beau had a bad allergic reaction to mould in the soil this year and there were a lot of vet bills and medications before he fully recovered. Also, being a Border Collie he tends to over-exert himself and can sometimes end up limping, so we're glad that he'll be staying on the Comprehensive Plus plan.

Fantastic cover at a reasonable price. Claims are handled seemlessly and gap pay means everything is done at the vet and you only pay the difference. I was also able to submit my quote and know exactly how much i would be out of pocket prior to… Read more ·  1

surgery. This meant i was able to focus on my pup during a very stresful time know Everyday had it all under control

I had one of the most frustrating experiences I’ve ever had dealing with Everyday Pet Insurance (PetSure). For nearly a month, I have been trying to get something incredibly simple — new quotes for my pets — and instead have been sent in circles with inconsistent and contradictory information from multiple staff. I was told: I couldn’t get… Read more

quotes unless I paid “arrears” But I wasn’t actually in arrears And even when clarified, no one could provide a straight answer

Every response felt like a template, not an actual attempt to resolve the issue.

The biggest concern is the complete lack of transparency:

You cannot get clear pricing without jumping through hoops You are pushed toward reinstating old policies rather than being given genuine options If you start a new policy, you lose all recognition of your pet’s history

So essentially, you’re locked in or penalised — which feels incredibly unfair.

I have multiple pets insured and a baby on the way — I don’t have time to chase basic information for weeks. Insurance should provide clarity and support, not stress and confusion.

The only “solution” offered was a goodwill gesture that still didn’t address my actual request.

I will be moving all policies elsewhere and strongly recommend others shop around before committing, as this experience has been nothing short of exhausting.

My dog was injured on a Sunday, I took him to the vet on Monday and they already had his insurance details as the vet linked (other than routine vaccinations he has never been to the vet so I was nervous). I have had pet insurance for 4 years and never made a claim at an average of $10 per week so about $2000 paid to them in total (I have also… Read more ·  1

received the 10% off at Woolworths each month with has averaged $30 a month) so out of pocket an average $10 a month.

They ran my claim through and there was no rebate back - this annoyed me so I called the insurer.

I spoke to a man named Rome, he was so helpful, he could tell I was distressed about my dog and annoyed at the insurance.

He took the time to go through the policy details and it appears there was a $500 excess that I was not aware of and took a long time to find.

Rome took the time to reassure me of solutions and different excess types. He said he would review and call me back, he confirmed the best times to call me back. He did return my call and I was unable to answer and he attempted the next day where we went through the solutions that met both my financial need and ensured my dogs insurance could continue.

By the end of this situation and thanks to Rome I understand the policy better and am happy with the outcome.

I've been covered with Comprehensive Plus for years and always found the online portal simple to use and easy to submit claims with reimbursements returned within days (#my vet doesn't do gap cover). Anyways ..... the point of this review is that I hadn't had any interaction with actual people in insurance until recently when my premiums increased… Read more ·  1

and I had to call the online team to discuss. Long story short, after a bit of back and forth with different team members and re-hashing my details/scenario over and getting frustrated (to the point I had competitor quotes ready to cancel my policy), I was finally connected to RV (that's how he said it was spelled), who is namely responsible for why I am still a paying customer with this pet insurance. He was able to find a solution in a matter of minutes where colleagues had left me unanswered and communicated really well during the process. I hope this review narrows down RV as an individual so he can be recognised for his patience, kindness and professionalism. Thanks again RV for all your help!

Pet Insurance taken out 13/04/26. Injury claim became necessary 28/05/26. Vet Hospital submitted claim details. Response and reimbursement completed within 7 days. Show details ·  1

I have phoned up to cancel my policy due to the rising costs of living & Nathan gave my 3 months free to help me out. I will definitely be spreading the word how caring they are. Nathan was also very empathetic. Excellent service! Show details ·  1

Staff are always very friendly whenever I ring to make an inquiry. It is also very easy when making a claim at the vet. I highly recommend Everyday Pet Insurance. Katrina was especially helpful. Thank you Katrina Show details ·  1

They won't pay GAP on weekend without speaking to your usual vet, which if you have to go to emergency vet because the vets are closed, not helpful and very stressful. The vet nurse tried to explain my circumstances also as my cat is currently at the emergency vet. I had been paying insurance since roughly mid last year for both my cat and dog.… Read more

And the one time I needed their assistance they let me down. Shame on you. As soon as this is all over, I will be putting formal complaints through and changing to a more reliable insurance.

Great cover, however, the online pet portal has not been working for 8+ months. When I call customer service (Manila Based) they always say that the technicians are working on the current issues. Its 2026. I expect a lot better! Show details

I had Everyday Pet insurance for over 13 years for my 15 year old dog. It used to he great, but our experience in the lead up to, and following, my dog’s death has been distressing. My dog’s insurance premium had edged up over $4,000 per year (brace yourself as your dogs age). We paid without quibbling for 13 years and never missed a payment.… Read more

When the policy came up for renewal, we were given the option to continue cover. We accepted, knowing that our beloved kelpie was approaching end of life. Everyday Pet insurance acknowledged the continuation of the cover. However, in the midst of my dog’s declining health, I received an email to say cover had been discontinued. I was on the phone with Everyday Pet insurance to fix this for over an hour and i was assured their error had been rectified. Wrong. I received another email the following day discontinuing our policy again. Another long phone call to fix this, all while my poor dog was having health episodes and my attention should have been elsewhere. The people on the phone were clearly reading from a script and empathy was non-existent.

Upon the euthanasia of our boy, they then declined the majority of his euthanasia claim. It was just another kick in the guts after the previous few weeks of distressing contact with Everyday Pet insurance.

It didn't stop there. While lodging claims for care on the lead up to my dog’s death I was directed to the Pet Portal (to which my access had been cut off due to my dog’s death) and assured that they were ‘there for my fur-baby’. Again, zero empathy as they didn't even bother to notice he was dead. Maybe access to the portal should be continued for a short tome after the policy ends in order to tie up loose ends?

I was directed to email my outstanding invoices, but even then was declined as they said they had been processed already (they hadn’t). And emails took days to get a response to.

Then, to top it off, premiums continued to be deducted from our account weeks after the discontinuation of the policy. I still haven’t received a response to my email sent to them days ago about that, but slow communication is par for the course with Everyday Pet insurance

The staff I dealt with were poorly trained. There was lots of being placed on hold as they couldn't answer simple questions.

My dealings with Everyday Pet insurance really tainted our boy’s final week, and the days afterwards in what was an already incredibly distressing time. Based on this, I recommend people steer clear of Everyday Pet insurance.

Overall experience with Woolworths/Petsure is generally positive with them being responsive via both App and over the phone. The handful of claims submitted over the years have been handled promptly with no issues. Initial coverage was very competitive however found their subsequent annual increases to be excessive. For a general indicative… Read more ·  1

understanding of how the policy will increase over time, I've popped together details below in relation to a Mini Dachshund, Sydney

Age (Yrs) Coverage Period Premium Mthly cost Annual % increase 7 2019-20 $772.56 $64.38 8 2020-21 $1,035.00 $86.25 34% 9 2021-22 $1,286.42 $107.20 24% 10 2022-23 $1,537.85 $128.15 20% 11 2023-24 $1,924.05 $160.34 25% 12 2024-25 $2,503.85 $208.65 30% 13 2025-26 $3,199.21 $266.60 28%

Overall increase over 7yr period: 314.1%

We needed to change our policy as things are getting tighter and money is not as easily held onto. The service rep we spoke to Kat was very helpful and tried her best to help with the situation. We were slightly in the wrong and she managed to help us change our policy. We have been with this company for 14 years with our pet. Show details ·  1

Can't speak highly enough regarding the service and end result I had today with Woolworths pet insurance. I contacted the team with a price query after receiving my renewal and some questions about the policy conditions, I was surprised at how helpful they were and better still saved me some money. As a long term customer I am very happy with… Read more ·  1

their responsiveness and prompt service and happy to recommend them to anyone, Murphy our poodle gives all paws up... Thankyou.

I had initially called Everyday Pet Insurance to cancel my renewal as I had found another insurer that was cheaper. However, after speaking to Arvie, he had given me an excellent deal that I couldn’t refuse. I love that I was treated like a valued customer and I appreciated the time and effort he went to in order to keep me happy. I 100% would… Read more ·  1

recommend Everyday Pet Insurance to anyone who appreciates great customer service and wants the best cover for their pet.

My two almost 14 years old Cavoodles have been covered by Everyday Insurance for most of their lives. I find every time I phone I get compassionate agents on the other end. This cannot just be coincidence. These agents are very well trained and they appear very happy to assist with whatever you have as an issue … and they communicate that message… Read more ·  1

to you; and, “want” to resolve, and “do” resolve, whatever it is. I have had situations over this time-frame, but the situations have been resolved by this entity in a manner worth telling others about.

Just had a claim for surgery for our very sick cat that cost $5k - 80% covered, paid within 2 days. Was a stressful situation and the utter lack of insurance drama was wonderful - thanks Woolies for the stress-free experience. Show details ·  1