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Prosure (page 3 of 3)
Platinum Cover, Silver Cover, Gold Cover
Nikt19AU
- 4 reviews
- 5 likes
Terrible service
In 8 months I had no claim, my dog and cat haven't seen a vet in 2 years except for regular vaccinations. 1 month after submission of the first claim and prosure still asks for vet history that has been already supplied. Prosure sends regular mail in order to delay the process and asks for a prompt reply within 14 days from the date of the mail. I have 500 dollars of unpaid claims and I've already thrown additional 500 in the bin for no inexistent service. Stay away from these thieves and liars.
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DoggyMumCorindi Beach
Very pleased!
I've been with Prosure since getting my rescue dog almost 2 years ago. I've only ever had to provide her history once, with no questions as to the 18months before I got her. Aside from routine health checks, I'd had no real claims until she was bitten by another dog on Christmas day. I waited until she'd recovered before sending in the receipts, and was reimbursed within a few weeks (end of January), no questions asked. Seems I've been very lucky compared to others. I'll certainly be staying with them come renewal time!!
Claims accepted & finalised within a few weeks
1 comment
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Other Pet Insurance
Bow Wow Meow Pet Insurance
4.1(1,912)Pet Insurance Australia
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4.3(168)PetSecure
4.1(391)wendy Pepscairns
Petsure refuse to pay
My dog was in quarantine for 6 months and passed many vet checks to be allowed into Australia. He developed heart disease 4 months later, and despite sending all the quarantine records and a full print out of vet notes they still refuse to pay. They even asked for a Stat Dec. Where to go from here I do not know. They have only just replied to a claim I made Last August!!! which they refused to pay
Bad Service, and refusal to pay a genuine claim
6 comments
This does not surprise me at all. I have them with the ombudsman at the moment. However the finance ombudsman has limited powers compared to telecommunications ombudsman (for example). The ombudsma... Read more
n will deal with non-payment but not bad policies or bad customer service. Apparently we need to go to ASIC for that... that is my next port of call. Problem is they are all underwritten by Hollard and no matter which company you are with, they are all processed in the one call centre.Have just made a second claim for removal of skin cancers (squamous cell) and guess what, just received a letter to say they wont pay. I have Gold Cover. Will be taking this further. Wish I had chosen another company.
The problem is that all the companies bar one are Petsure. Petplan is the only other company. They are underwritten by Alliance. But my vet has told me horror stories about them too - and they have... Read more
a mandatory excess. So its a tough call. Prosure have just put up the premiums for my younger dog (who has never had a claim) by 30%. When I called to ask why they gave me a rubbish response. The younger dog now costs more than the nearly 11 year old who has had 3 cruciate surgeries (only paid for as I went to the Ombudsman and my vet wrote a strong letter!). I told them I could leave the company and rejoin and it would cost me half as much. But they still won't review the price. I have limited time to find another company to insure the younger dog - but they all look equally as unappealing. Unfortunately due to his age, the older dog is stuck with them. They don't recognise previous insurance with pet insurance (like they do with humans).Similar opinion? Write a review on ieatwords.com.au!
Find out how Prosure compares to other Pet Insurance
Know better, choose better.
Devon11Perth
- 3 reviews
- 3 likes
Not a Good Start
I have just signed up for Pet Insurance and instead of debiting my account with $43 they have take out $150!. Waited on the phone for 2 hours, then got cut off, cant get them on the phone today, and sent 2 emails, with no response. I will be calling the Insurance Ombudsman and see how I go.
Poor customer service
2 comments
It's now the end of February and the debacle continues...unauthorized direct debits and still owed my original $ 150. The financial ombudsman is now involved...I'm taking my business elsewhere.
I just posted above and am also with the ombudsman. You may find you need to lodge it with ASIC too as I have just found the ombudsman has very limited powers (in this case - different with telecommu... Read more
nications ombudsman). I also read on another forum that every pet insurance company is underwritten by Hollard and they are all administered in the same call centre and processing centre... So not much help for better service elsewhere I don't suspect.Similar opinion? Write a review on ieatwords.com.au!
Michelle1769Kingston
Delay, delay, delay and poor customer service
I insured my two dogs with Prosure 12 months ago. Even with my routine care coverage I have to wait unreasonable amounts of time for them to even acknowledge receipt of the claim, then there is more than 10 days delay before it is processed.
They have no electronic submission of claims - so Aus Post can also be a problem. And rather than calling me to request more information (that they already had), they send a letter, that took 14 days to get to me (not all Aus Post).
I have requested to speak to supervisors but they were not availabl...Read more
e. I have had a customer service person call me back, but she was not able to resolve my concerns. I have sent emails and while I have received one response, when I advised they had not answered my question they failed to respond. I had both dogs screened for cruciate ligament to avoid the waiting period. Because one was older strangely enough (not!) he has limped once in his life. The question on the cruciate screening form is something vague as 'has the owner ever reported lameness/limping' (or words to that effect). As the vet had to say yes (although they made it clear it was definitely not cruciate), they automatically would not waive the waiting period and when I sought reassurance that this would not affect it if there was a cruciate claim post the 6 month waiting period they would not commit. I am highly unimpressed about the customer service, the time taken to process claims and the fact the claims cannot be claimed electronically (relying on snail mail is highly inefficient and archaic). When they do eventually pay the cover is reasonably comprehensive Bad service, slow service, slow to pay. Have to pay vet upfront.2 comments
Update on my post above.
This is the most awful company I have ever had the displeasure of dealing with. I have had my two dogs insured with them for 18 months and not once have I had a claim paid w... Read more
ithout it first being rejected (despite it being a genuine claim to be covered). My emails are never answered and I waited on hold for 1.5 hours waiting for my call to be answered.same here...they are a cancer for society
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Fletcher70bega
- 2 reviews
- 3 likes
They Couldn't Care less
Prosure, Petsure, Vetsown are all the same with Provet collecting 20% of premium. 1st claim took months to finally be told that the claim had been rejected with no reason as to why. We constantly had to contact them and supply a Stat Declaration for our insured rescue dog. They Finally advised that because his "illness" was within the 30 day waiting period that it is now also considered a Pre existing condition. This claim was an "accidental injury" which doesn't come under this 30 day waiting period but the claim was still rejected. Seem...Read more
s now, they don't have a particular invoice and want us now to supply original. They still haven't answered question as to how they could reject it without all relevant information. Have put in 2nd claim and again after nearly 1month we've had to ring to see if it was received and told that we will not be advised until it gets to an assessor and they have no idea when that will be as they "have a big load and we are in a queue". There are only 2 companies underwriting all these pet insurances - Allianz and Holland and Holland are not on my top 10 list. When writing a review you're asked to be objective - how can you when one is treated in this care less, unprofessional manner. My comment is forget pet insurance and put money away each week you'll save in the long run as well as saving on the huge amount of angst and agitation. There also needs to be government intervention with regard to the proliferating pet insurance industry.2 comments
This sounds identical to my experience. It is just disgusting. The Ombudsman have told me that ASIC have more powers. I am considering lodging a claim with them... does anyone want to join me?
same here, no claims in 8 months and now they try all the ways to avoid paying
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Questions & Answers
bestyasked
Which is the best bonafide pet insurance?
1 answer
There is none
All of them are backed by Holland Capital and have almost identifical policies
The only difference is the bonus and the customer service
judyasked
I notice Prosure Pet Insurance and RSPCA Pet Insurance have the same mailing address, can anyone explain this to me I am a little confused, having opened a new policy with RSPCA pet Insurance after ceasing my policy with Prosure due to my dissatisfaction?
3 answers
they are the same thing: australia wide there is only 1 underwriter across all insurances....maybe only Allianz is independent...thus making the pet insurance world a mono/oligo-poly
Hi Judy, cannot answer your query about the mailing address, but I am looking to cancel my Prosure policy due to dissatisfaction. They have refused to pay my claims, despite letters from my vet etc. I hope you have more luck with the RSPCA insurance.
All Pet Insurers eg RSPCA, Aust Post, Coles and more are under the umbrella of Holland Insures, Pet Sure is the company that looks after all the claims for all insurers and is based on commission. Pet Sure is offshore company in the Philippines . So your not dealing with Australian people, your dealing with Philippinos ggggrrrrr and any one considering pet insurance think again its a giant rip off as I've lost $2,500 aud and that's a lot of money
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DoggyMum
I've unfortunately had to use ProSure insurance again, after my dog got a paralysis tick (despite wearing a flea & tick collar!). Again, it was out of hours (midnight) but after reimbursement from Pro... Read more
Sure it only ended up costing me $131. I submitting my claim on Dec 18, 2015, and had the cheque waiting for me when I returned home on Jan 6, 2016, no questions asked. I'm sorry that others have had problems with ProSure, but I really can't fault their service. I'll definitely stay with them!