Read the FAQs

A: The Pet Health Plan only covers domestic dogs and cats at this stage. Animals that are used for commercial purposes (for example, working dogs on rural properties) or for breeds that have been listed by your State or Territory as dangerous, prohibited or restricted are not covered.

Your pet’s cover can commence between 8 weeks and 9 years of age and will then continue for the life of your pet. And, your policy will not be cancelled on the basis of your pet's age. But you may wish to consider joining while your pet is young before they develop any conditions that may be considered pre-existing (and therefore excluded from cover) prior to the start of the policy.

A: Your policy will commence at midnight on the day that your application has been accepted. You may make a claim for any accident that occurred after the commencement date. A 30 day waiting period applies for illness claims.

There is also a 6 month waiting period for cruciate ligament claims. This 6 month waiting period may be waived if we receive, within 14 days of the policy commencement date, written certification from your vet that they have examined your pet on or after the commencement date and found no signs or evidence of cruciate ligament conditions. You will receive written notification from us informing you whether the cruciate ligament waiting period has been waived.

A: Yes, you can use any vet who is licensed to legally practise as a veterinarian in Australia.

A: Like most insurance policies, there are some exclusions and benefit limits to help keep your premiums affordable. These include pregnancy, elective procedures, pet foods, grooming and pre-existing conditions that showed clinical signs before you took out the InsuranceLine Pet Health Plan. You should read the Policy Terms and Conditions carefully for a comprehensive list and full explanation of policy exclusions.

A: Simply complete a Pet Health Plan claim form. You can download a copy here.

You are required to submit your claim within 60 days of your pet receiving treatment. The vet must complete a small section of the claim form and sign it. It is a good idea to take a printed claim form with you when you visit your vet.

PetSure will process your claim, so once they receive the documentation they need, your claim will be processed without delay and payment will be made to the policyholder by cheque or directly into a nominated account. In many cases your claim can be processed directly without veterinary records being required. However, in some cases veterinary records may be requested to assist in understanding some aspect of your claim to ensure it is processed correctly and fairly. Sometimes this can result in a delay in payment of claims.

A: You can make claims for up to 80% of the total cost of your pet's eligible treatment. The amount paid is subject to your policy's annual limits, as well as any excess, benefit limits and other conditions set out in your policy documentation.

A: Yes, you may cancel your policy by giving the administrator of the Pet Health Plan, PetSure (Australia) Pty Ltd ("PetSure") written notification. Policy cover ceases at the time the Administrator receives your written notification.

If you have not made a claim under the policy and you have paid the annual premium in full, the portion of the premium that reflects the remainder of the policy period will be refunded to you. For monthly or fortnightly premium payments, future premiums will cease.

If you have made a claim under the policy, and you have chosen to pay premiums annually, no refund is provided if you cancel your policy. Where you have chosen to pay monthly or fortnightly, any remaining premium still has to be paid for the remainder of the policy period.

A: InsuranceLine promotes and helps you understand the Pet Health Plan.

InsuranceLine is a trading name of TAL Direct Pty Limited ABN 39 084 666 017.

If you'd like more information, please don't hesitate to call 13 88 68

A: PetSure (Australia) Pty Ltd ABN 95 075 949 923 (AR 268991) administer the plan and processes claims.

Physical Address: 46 Carrington Road, Castle Hill, NSW 2154

Postal Address: Locked Bag No. 9021, Castle Hill, NSW 1765

E-mail: info@petsure.com.au

Telephone: +61 (02) 9842-4800

Fax: +61 (02) 9843-4800

A: The plan is issued and underwritten by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (AFSL No. 241436).