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87 questions from our users

Michelle M

Michelle Masked

Pet Insurance Australia

Are your call centers in Australia or are they sent offshore?

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Michelle, we have call centres overseas and in Australia. Thanks, have a great day.



Alycia W

Alycia Wasked

Pet Insurance Australia

Hi I read the PDS under the We will not pay section and this included ingestion of a foreign object. Does this mean I am not covered if my dog eats something he shouldn't?

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Alycia
The Product Disclosure Statement specifies that we will not cover more than one ingestion of a foreign object in the same policy period. It is still eligible for cover under the illness cover, as detailed in Section 3 of the PDS.



What this does mean is that we can only reimburse the costs associated with surgical removal of a foreign object once per 12 month policy cycle. We could still potentially cover consultations relating to ingestion of a foreign object on a second occasion within the same policy period, provided surgical removal was not required.

We can also cover these kinds of incidents again once the policy had renewed.

I hope that this has answered your questions, however if we can be of any further assistance please do not hesitate to contact me again. Thanks, have a lovely weekend.

Anita

Anitaasked

Pet Insurance Australia

I recently adopted a 9 weeks kitten, thinking of getting her a pet insurance. she hasnt got desexed or microchipped yet and also had one shot done. What plan of insurance cover these costs?



1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Anita. Major medical plus routine care is the only plan available if you want to claim on routine care. However, routine care capped benefits would apply as follows:

$50 Annual Benefit Limit for any ONE of the Following:
Desexing
Heartworm Control
Dew Claw Removal
Prescription Diets
Microchipping
Teeth Cleaning
Cremation/Burial
Council Registration Fees
Alternative Therapy
Behavioural Therapy
Dog Training at a recognised facility
Obedience Training

Plus Annual Benefits for the Following:
$30 for Vaccinations or Health Checks
$10 for Heartworm Tests or Blood Screen
$45 for Flea/Tick/Worm Control
$10 for feLV/Fiv Tests or urinalysis

Hope this helps, have a wonderful day.



Silvia FP

Silvia FPasked

Pet Insurance Australia

Hi, I am thinking of getting the Major Medical Plan for my dachshund puppy (9 weeks old) and I can see that “routine cover” is covered but can you tell me what it’s included? Also I do not see anything relating to Desexing. Would that be covered? Thanks Silvia

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Silvia, Routine Care Cover is included in the Major Medical cover and will assist towards routine care items that are essential to your pet’s health such as vaccinations, deworming, de-sexing etc. You can find out more here. https://www.petinsuranceaustralia.com.au/our-cover-options/routine-care-cover/ desexing is under our genereal exclusions as it falls into the 'Elective Procedures', however with the Rountine Care Cover you can claim an annual amount towards this. Hope this has helped. Thanks, have a wonderful afternoon.



Sarah

Sarahasked

Pet Insurance Australia

Hi PIA. I'm interested to know if my dog is sick and requires x-rays, will these be covered?
And will the costs of the x-rays still be covered if the condition is determined pre existing? Hoping it's just the treatment of the pre- existing condition, rather than the treatment and diagnosis. Thanks

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Sarah, sorry for my delayed response. If a condition has been deemed pre-existing then any treatment, medication or visits for this condition will unfortunately also not be coverable. However if the condition is coverable under the policy then the treatment, medication or visits are also generally coverable. Thanks, have a great day.

Ange

Angeasked

Pet Insurance Australia

My dog has recently had surgery and had to have a tibial plate inserted in his left leg. I know this would be considered as a pre-existing ondition if i was to go with you, but is there any chance that this will be waived after 18 months with being with you, or is it that only for things that haven't been in surgery for? thanks

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Ange, sorry it's taken me so long to get back to you about this. I had a good meeting with my team over this and unfortunately they have advised that they would not be able to provide a definite answer on this one as each pre-existing condition is reviewed case by case. As the claims team would need to evaluate the pet’s full vet history and would need further information on the specific condition itself when reviewing it they would not able to provide a definite answer on this case at this stage. Sorry about this, however if you took out a policy with PIA we could explore the options once all the information was received. Thanks, have a great day.

john

johnasked

Pet Insurance Australia

if my dog got diarrhea at 3 months old. And I apply for this insurance at 1 year old. Will it be considered as the pre-existing condition?

3 answers
jessica
jessica

I'm not sure about this as being pre-existent condition. It was an episode which was treated. For me 'pre-existent' condition is something that your pet still is suffering from at the time of taking on the insurance. Why not call the PET to be cleared of your doubts before committing.

Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi John,
The general terms of the policy are if there are any signs or symptoms of a condition prior to the commencement of the policy it will be deemed pre-existing.
However, if the you proceeds with the application and there are no signs/symptoms of this condition for 18 consistent months you can apply to potentially have this removed. I hope this has helped. Have a great afternoon.

Andrew P
Andrew P

Don't trust the PIA response, they use pre-existing conditions to get out of paying claims, just read all the reviews. Even if the "condition" is caused by two totally separate issues!

Kelli

Kelliasked

Pet Insurance Australia

If my pet goes to an emergency clinic your pds states that it will pay only the fees of a regular vet clinic. How are these fees calculated if the clinic is an after hours only practice?

2 answers
jessica
jessica

My pet has a comprehensive cover level. He went to a emergency pet hospital on a Sunday for his hotspots. I got 80% back from the bill which included his Pharmacy (injections) and Medications. I think the Emergency consultation fee was left out.

Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Kelli, can you please email me your policy number and i'll have someone reach out asap. [email protected] Thanks, have a great day.

Sandi

Sandiasked

Pet Insurance Australia

I have read many of the reviews. My main concern is complaints regarding refusal to pay for claims and statement's made that the cost of pet insurance significantly rises after 12 months. I am seeking insurance for my 5 month old Cavododdle... I require insurance without the headache of having claims refused.
I await your response.

2 answers
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Sandi,
Sorry for the delay our social media team have been away at a conference. The premium increase after 12 months can be due to the promotion period falling off. For example the 2 or 3 months free, will be spread over the entire 12month period. We have noted this is a concern and we are working hard to find a way to offer the promotional periods without this occurring after 12months. I'd love to put you in contact with a policy expert who can discuss the premiums with you in detail? Please email your contact information to [email protected] Thanks, have a great day.

Cheryl
Cheryl

Yes our cat's premium went from $32 per month to $45 per month at the end of the first year. Without promotional price it would have been $36. Even from $36 to $45 is a huge increase. I now have a puppy and I don't want to get PIA insurance for her due to this premium jump concern.

kategodden14

kategodden14asked

Pet Insurance Australia

hi there, just wondering if i were to get an accident only cover while my pets are young (1-2 yrs), am i able to change to a comprehensive cover when they are around the age of 5-6 yrs?
thanks

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Kate. You are able to change the cover to add illness to the policy as long as your pet is less than 9 years old and the illness cover will be provided until the life of the policy. Please be advised there is a 30 days waiting period for illness conditions and 6 months waiting period for cruciate Ligament conditions (6 months Cruciate Ligament waiting period can be waived upon application). Any conditions that your pet has had before the policy commences or within the applicable waiting periods will be considered a Pre-existing condition and are excluded from the policy. Unfortunately we are unable to add Illness after your pet turns 9 years. Hope this helps? Please email me at [email protected] if you would like me to get a Policy Expert to make contact. Thanks, have a great evening.

Dan

Danasked

Pet Insurance Australia

Two Questions: In your comprehensive cover, consultations and visits are covered up to $300. 1. What type of consultations are covered by this? For example, if my cat ate something he shouldn't have, or he swallowed a bone, and I brought him to the vet as a precautionary measure but nothing turned out to be wrong, would that be covered?
2. The 6month waiting preiod for Cruciate Ligament Surgery seems a bit long, especially as I have just moved into an apartment and am a bit scared of my cat accidentally falling off the balcony. How would one go about getting a vet to waive this 6 month period (and would that bill be covered by the consultations budget?).

Thank you :)

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Dan. Thanks for contacting PIA. The $300 consultation fee sublimit is the maximum available for coverage of the consultation fee relating to conditions covered under the policy. If it ends up there was nothing wrong, but they did go to the vet for an incident or condition covered under the policy, so long as it is not related to a pre-existing condition, this consultation fee is generally coverable.

We understand the Cruciate Ligament waiting period is a long time, when you receive the policy documents, included is the Cruciate Ligament waiver form. If you wish to apply to have the 6 month Cruciate Ligament waiting period waived, this form needs to be filled out by the vet within the first 6 months, and be received by us within 14 days of the vet examination, once received the vet’s findings will be reviewed. Hope this has helped. Have a great day.

Mop

Mopasked

Pet Insurance Australia

Do your policy cover for life?

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Mop. They most certainly do. As long as you do not change the plan, we will continue to provide cover even after your pet turns 9. Hope this has been of some help. Have a wonderful day.

Ali S

Ali Sasked

Pet Insurance Australia

Hi. Just for future reference, on the 20/12/2017 my dog ate something wrong and vomited. We went to the vet and he had an injection for nausea relief. He was fine the next day and since then no issues. I bought pet insurance on the 22/12/2017.

Will this one incident be considered as pre existing?

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Ali. Sorry for the delay in my response. Each claim is assessed on its own merit, based the pet’s vet history. If there have been signs or symptoms of a condition before the policy started, or during the applicable waiting period, the condition is pre-existing and not coverable. If a condition being claimed is found to be related or resulting to an incident which occurred before the policy started, this would be pre-existing. Hope this has helped. Have a lovely evening.

Shivawn

Shivawnasked

Pet Insurance Australia

Hi, I'm considering moving my policy as my current provider has been a pain to deal with (constantly following them up, and only getting real action once I bought my complaint to PR).

My cat is just over a year old and I have only made one claim - she ate something she shouldn't have, and was ill. A couple of courses of antibiotics and she is now fine.

I would like to know, as they count this as an "illness", if she would be covered still if I move her policy over, or if you would count this as a 'pre-existing' condition.

Thank you,
Shivawn

2 answers
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Shivawn. Sorry for the delay. If you were to commence a new Policy with us, this specific incident would be considered a Pre-Existing Condition as it occurred before the Policy’s commencement date. If a complication relating to this incident occurs during the Policy period or within the applicable waiting periods, this may also be deemed a Pre-Existing Condition and excluded from cover. However, each claim is assessed on its own merit. If your Pet is to swallow a foreign object, and it is not directly related to any Pre-Existing Condition, we will generally cover for this once per policy period, under the illness portion of the policy. However, waiting periods do apply. Hope this has helped. Have a great day.

Shivawn
Shivawn

Hi,

I don't think I would risk it in this case, as it was an accident that could occur again and I honestly don't want to fight another insurer.
My trust in insurance companies is lacking due to my most recent experience. Would prefer a definitive answer, yes this would be a pre-exisiting condition if the exact same scenario occurs.

Thank you anyway,
Shivawn

Jess

Jessasked

Pet Insurance Australia

Where is your contact centre based ?

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Jess. Sorry for the delay over the Christmas period. We have call centres in Sydney and Manilla. Thanks, have a great day.

Zoe

Zoeasked

Pet Insurance Australia

Hi PIA, I'm currently looking at many insurance companies trying to decide which one to go with. I've recently added a Jack Russell Terrier Cross into my home who is currently 3 months old. One of my concerns about your policies is no mention of dental care. Small dogs have a reputation for teeth problems as they age, and routine cleaning is not a 100% guarantee that they won't run into trouble later in life, as happened with my last Jack Russell. I was wondering if you could let me know if any dental issues are covered within your policies? Many thanks, Zoe.

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Zoe. Sorry for the delay, I hope you had a wonderful Christmas. Unfortunately we do not provide cover for dental issues as it is general exclusion. If you can find more about our coverage options by visiting our website and clicking on our product disclosure statement. https://www.petinsuranceaustralia.com.au/important-notices/
Thanks, have a great New Year.

LSP

LSPasked

Pet Insurance Australia

Hi Pet Insurance Australia, I have recently joined after moving from another Pet insurer. Can you tell me if my pet will be covered for life (comprehensive) with this policy, provided it is paid each year? My cat isn’t 2 years old.

2 answers
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi LSP. Most certainly. As long as you do not change the policy and continue to pay your premiums and your cat is under the age of 9 when you signed up, you will be covered for life. Thanks, have a great day.

LSP
LSP

Thanks so much, sorry typo above. My cat IS 2 years old. Could you also advise how much premiums are expected to increase per year (average percentage).

sidney.matthews.184

sidney.matthews.184asked

Pet Insurance Australia

I have just adopted a rescue dog and no previous vet records are available how do I claim in a case like this?

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Sidney. In such cases, we will need you to provide us Vet history from when they took ownership of the pet. They can provide us with document to confirm when pet was adopted (receipt/ proof of ownership). Hope this helps? If you want I can have a policy expert give you a call? Just email me your details through to [email protected] Thanks, have a wonderful day

beris

berisasked

Pet Insurance Australia

Can you give me a quote. [email removed]

1 answer
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Beris. you can head over to our website at www.petinsuranceaustralia.com.au for a quote tool. Please let me know how you go. Have a great day.

Meg S

Meg Sasked

Pet Insurance Australia

Hi PIA,
We have just found out our french bulldog will require soft palate surgery as she has developed difficulty breathing. We have held our comprehensive insurance with you for 2 years and never had to make a major claim. On calling your team to check if we would be covered we have been told we are not as it is part of the non disclosure section as it's elective, our frenchie never had a pre-existing condition for her breathing and shouldn't this now come under the illness section? As I see above you have kindly told Michelle and Mary they will be covered under this section also.
Could you please provide us with some assistance?

2 answers
Pet Insurance Australia
PIA Management P.Pet Insurance Australia

Hi Meg. I'd love to help. Can you please email your policy number and i'll have supervisor contact you asap. [email protected] thanks, have a great day.

Meg S
Meg S

Thank you for your reply, unfortunately the email address you have provided does not work. I keep receiving an undeliverable messsge once sent. Has the contact email address changed?

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