I organized top cover with prime in preparation for the arrival of our puppy whose breed does have a history of health problems - so I thought I was preparing for this. Waste of time and money. Communication is terrible, especially with following up on claims. Found the loop hole they were looking for and will not cover our claim. So upset that I’ve wasted so much money on top pet insurance to have none of our expenses covered. Definitely do not recommend prime pet insurance and will be cancelling my policy first thing tomorrow

Prime pet insurance dont care about your pets. All they care about if getting your money and not giving back. I have been with prime pet insurance for a few years now. I am really thinking of cancelling and just put the fortnightly money in a saving account

My policy was paid via direct debit for almost 4 years. When the direct debit lapsed (as I had to set a timeframe on the duration), I was never notified and they cancelled my policy which means that any vet bills I had paid for during the time period (in which the cover was paid) will not be reimbursed. Very bad communication. Any other company would notify their customers that a payment was missed or a direct debit was not successful. Plus their online claim system was only recently implemented. Previously, claiming any vet bills was by post and a waste of time.

We have had no problem with refunds from this company. They have paid out our claims. We have two dogs insured over 2.5 years. Expensive but you get what you pay for. Respectful people on the phone. I had an issue where I was supposed to provide consultation notes. They said they had sent me a letter but we never got it. Sorted quickly and received our money quickly. So far so good.

They claim the waiting period is 30 days, and 6 months for cruciate ligament injury. I picked this policy because it was one of few with dental cover. Turns out there's a TWO YEAR waiting period on dental, and anything that happens during that two years will be classified as a pre-existing condition, which they don't mention when they're telling you about waiting periods. When I tried to cancel the policy, they just ignored the email I sent. I also continued to received 2-3 calls a day from their sales team trying to sell me the policy I had already bought. Nothing about this company makes me trust that they are competent.

I have my dog insured with prime pet insurance and my cat insured with Medibank insurance company. Both companies have the same underwriter but they claim to be 2 completely different companies. I have put a claim in to MEDIBANK for my cat for about $4500 but somehow TWICE now it has ended up with prime pet insurance and they keep hassling me asking for history for my dog who has never even been to the vet hospital I made the claim through for my cat. They also refuse to send the Medibank Insurance Form that I filled out with my cats details and posted to Medibank back through to Medibank insurance even though they use the same system! I would give a 0 review if I could. As soon as my policy year is up I will be cancelling.

Claims continuously denied, irrespective of insurance level. Common sense fails to prevail. No policy refund if cancelled prior to end of period. Be warned, this is yet another pet insurance scam. Same game, different name.

I understand insurance companies generally try to not help people but when you almost loose your pet and pay thousands of dollars . They tried to get out of this stating my pet had no previous vet history ( because she was healthy), at such a stressful and awful time they were not only insensitive but zero help. Such a waste of time and money, i will go with far more reputable companies moving forward . They have still not finalised it either 6 weeks later. DO NOT USE

My pet had an allergy and scratched himself. So I went to the vet and made a claim of the bill with Prime Pet Insurance.

They declaimed my claim by saying this is a pre-existing condition regardless I have provided the health assessment conducted by the Qualified VET to prove that my cat is completely healthy. I guess PRIME pet insurance has their own vet teams who can overwrite all other vets in Australia and determinate it themselves whether your pet is healthy or not and Don't worry about health assessment with any vet. because it means nothing to prime pet insurance.

It feels like scams.

Contrary to other reviews, I have found PrimePet Insurance to be great so far, and just recently added another pet to my policy for a multi-pet discount.

I have my insurance policy configured with my vet, who will check on each visit automatically against my policy and automatically process claims on my behalf.

My first pup has had multiple skin conditions requiring expensive antibiotics, skin tests and biopsy - all of which I received some good rebates from prime. My new pup is also covered with great rebates on all her shots, microchipping, worming etc

Although I have not experienced any 'traumatic' medical event yet, so far my policy, and the speed/ease of claiming has exceeded my expectations.

Like the other reviews say this company rarely pays claims. The customer service is not great and cancelling your policy is a horrendous experience. Do yourself a favour and put the money in a bank account and pay for your vet yourself. I will be.

Rejected claim for emergency treatment on a Sunday morning because it was considered an illness despite my dog requiring liver and kidney function tests and follow up treatment. Nothing was covered. Cancelling the policy is very difficult. Make sure you deny them access to your bank when you escape this con!!!!

Prime Pet Scam ... Two dogs individual policies top level, try making a claim you will get no where. Customer service, accident cover forget it - just false advertising & lies.

Our dog was baited and this company turns around and says no we can't cover your vet fee as there is a waiting period like what if it was something that was like a surgery for ligaments but a waiting period for a pet that has been baited buyer of policies beware they make their justifications on not to pay out to suit themselves.

I had no trouble taking out insurance for my border collie and recently lodged a claim for a dental bill only to find that they require 4 years health history. I sent them every account since I purchased the dog but that's not enough. I'm very close to contacting consumer affairs.

Only had a policy for two months when my pup was poisoned and needed intensive care in hospital- claim was paid within two days, got 85% Of 3200 bill. Thank goodness we had insurance. Claim super easy just uploaded receipts and in two days money was in my account! Absolutely super service