Frequently Asked Questions

You will receive up to 80% of the total cost of treatment for your dog or cat, up to the annual limits.

Certain expenses are not covered. These are set out in the Product Disclosure Statement (PDS) available on our Policy Booklet page.

No. PROSURE Pet Insurance does not have an excess. We reimburse up to 80% of all eligible veterinary expenses.

Like most insurance policies, we have a few exclusions to keep your premiums affordable. These include, but are not limited to:

• pregnancy;
• elective procedures;
• grooming;
• behavioural problems; and
• pre-existing conditions that showed clinical signs before taking out the insurance or during the applicable waiting period.

For full details on what PROSURE does and does not cover, please consult the policy booklet.

Your pet must have joined before its 9^th birthday. Once your pet is insured with us we will continue to renew your pet’s policy for life as long as there are no gaps or breaks in cover.

Yes, you can visit any vet (other than yourself) that is licensed to legally practice as a veterinarian in Australia. Please note, although it is rare, if expenses incurred by you with respect to the Treatment significantly exceed what is reasonable and expected, having regard to the circumstances in which the Treatment was provided, then claim payments may be adjusted to the amount of reasonable and expected expenses.

If your Pet requires treatment, you can seek a claim pre-approval, whereby we can provide you with the details of your claim reimbursement. To request a pre-approval, simply call us on 1800 424 917.

We have made a change to our claims procedure. You no longer need to submit your claims within 90 days of treatment. There is no time limit to submitting a claim for your pet.

Subject to all documentation being received, your claim will be processed without delay and payment will be made either by cheque or transferred directly into your nominated account.

Yes. If, on renewal each year, you have been fortunate enough not to have claimed for illness or accidental injury, we will reward you for having a healthy pet to the value of $50. This bonus can be used to reduce your out of pocket expenses. The No Claim Bonus is applied at point of claim.

No, but we will not cover veterinary expenses related to any disease preventable by vaccination.

Yes, provided symptoms or clinical signs of these defects were not present prior to commencing cover or within the 30-day Waiting Period.

Yes. We will pay towards dental treatment to relieve suffering due to illness, as long as the pet has been insured under this policy for at least 2 years, there is a history of regular annual dental checkups, and subject to no signs or symptoms or treatment of dental illness in the applicable waiting period. For full details please consult the Policy Booklet.

Yes. Once your pet is insured with us we will guarantee to renew your pet’s policy for life as long as there are no gaps or breaks in cover, excluding pre-existing conditions.

A pre-existing condition refers to any health condition (diagnosed or otherwise) that your pet has shown signs of before the purchase of a pet insurance policy (or its applicable waiting period), meaning the condition will not be covered under the policy.

For example, if your pet shows ­first signs of cancer prior to insurance or within the Waiting Period, then cancer will be considered as a Pre-existing Condition and all expenses incurred for cancer will not be covered.

You can apply to have a pre-existing condition exclusion waived if your vet certifies that your pet has been free from signs or symptoms of that condition for at least 18 months from the commencement date of your original policy.

To help pet parents claim for more eligible conditions, from 1 December 2020, pre-existing conditions are now assessed depending on whether they are considered a temporary or a chronic condition.

Not all pre-existing conditions are created equal. To help pet parents claim for more eligible conditions, from 1 December 2020, pre-existing conditions are now assessed depending on whether they are considered a temporary or a chronic condition.

A temporary pre-existing condition is a pet health condition that usually resolves with treatment and is automatically removed as an exclusion from your policy if your pet hasn’t shown signs of that condition for 18 months or more prior to your claim treatment date. This will apply to claims for temporary conditions with a treatment date occurring on or after 1 December 2020.

A chronic pre-existing condition is a pet health condition that requires ongoing care or is more prolonged in nature, and affects your pet over a period that is greater than three months in total (the three-month period need not be consecutive). So if your pet displays one of these conditions prior to the purchase of a pet insurance policy or its waiting period, it will never be coverable under the policy.

You may apply for a pre-existing condition review after the policy has been kept for at least 18 months from the original policy’s commencement date and a vet has certified and provided veterinary records that there have been no signs and symptoms or reoccurrence of that pre-existing condition to the date of review.

We’ll be issuing new Product Disclosure Statements that outline all of these new terms shortly. If you would still like to have a pre-existing condition on your pet insurance policy reviewed, you can do so anytime. Further information can be found in our Product Disclosure Statements in the PROSURE Policy Booklet under the “Pre-Existing condition review” section.

You can apply to have a pre-existing condition waived if your vet certifies that your pet has been free from signs or symptoms of that condition for at least 18 months from the commencement date of your original policy. Further information can be found in our Product Disclosure Statements in the PROSURE Policy Booklet under the “Pre-Existing condition review” section.               

Pet insurance exists to cover the unexpected. If a pet is already suffering from a condition or ailment, it’s no longer unexpected – therefore, won’t be covered under insurance. If insurers didn’t exclude pre-existing conditions, some pet owners would only take out insurance after their pet needed treatment. This would have the flow-on effect of increasing premiums for everyone.

You can update your details online via our secure customer service portal, or by contacting the PROSURE customer service team by calling 1800 424 917 or via email. For more information visit our Update Your Details page.

We hope that you never have reason to complain, but if you do we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.