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General Enquiries

Why do I need pet insurance?

Pet Insurance is there to cover you and your pet when the unexpected happens. With the cost of vet treatments rising, pet insurance allows you the peace of mind knowing that your pet will get the best treatment available and all you will have to do is look after them during recovery. Our experience shows that 1 in 3 pet owners has to make an unexpected trip to the vet (source: Petplan UK). This means that many of our clients claim with us more than they do their house or car insurance.

Why should I choose Petplan?

Petplan started in the UK more than 35 years ago and has since expanded throughout Europe, Australasia and the Americas. It is now the largest and most experienced pet insurance provider worldwide. For the past decade, Petplan has been available in Australia and has become the leading pet insurance company for Australian dogs, cats and horses. Petplan is the pet insurance specialist; we are committed to helping to keep the nation’s pets healthy, and their owners happy. We understand your passion for your furry friends because all of our staff are pet owners too.

Can I switch to Petplan Pet Insurance?

It is possible to switch to Peptlan from another provider as long as you meet the acceptance criteria, however any pre-existing conditions will be excluded in your new policy. This means if you switch from another provider, anything you claimed for with them will not be covered by Petplan. There is also a 21 day waiting period for illnesses from the day your new policy is activated.

Can I visit a vet of my choice?

Yes! You are able to take your pet(s) to any registered Veterinarian Australia wide. Petplan can also provide a list of our IVC listed Veterinary Clinics - Petplan Business Finder

I have multiple pets, can I get a discount on my insurance?

If you have three or more pets (Dog or Cat) you may qualify for our Multi-Pet Discount of 10% off the cost of your insurance policies. Please contact us if you would like more information about the offer.

Are breed specific illnesses excluded by Petplan?

No, Petplan does not apply any breed specific illness exclusions. All of our exclusions are solely based on the health history of your pet prior to the date that your application is accepted (there is a 21 day waiting period on illnesses).

When will my first Direct Debit payment be due?

Your first payment will be taken immediately after policy and payment details are confirmed to us, as all Petplan policies are not valid until payment is received. If you choose to pay for your policy in monthly instalments, we require the first initial instalment to validate the policy, which is taken immediately on policy and payment detail confirmation.

If you have any questions regarding your payment details or you wish to change the date your payments are made on each month, please contact our Customer Service team on 1300 131 636.

How is my pet insurance premium calculated?

Premiums are calculated based on a number of different factors which can include the breed, age, location, and individual claims history. Petplan reviews its claims data to determine the severity, frequency and costs of claims affecting individual breeds which allows us to determine the relevant risk profile of each breed to ensure that those owners of low risk pets are not financially bearing the costs of those high risk breeds.

What is a select breed of dog?

Just as some dogs cost more to feed, some also cost more in veterinary care. We call these 'Select Breeds’.

The following dogs are considered 'Select Breeds': Bandog, Bavarian Mountain Hound, Bergamasco Shepherd Dog, Briard, Blood Hound, Boerboel, Beauceron, Bernese Mountain Dog, Boston Terrier, Bracco, All Bulldogs (i.e. English, American, Australian, Miniature, etc.), Bull Arab, Deerhound, Dogue de Bordeaux, Entlebucher Mountain Dog, Estrela Mountain Dog, Grand Blue De Gascoigne, Great Dane, Greater Swiss Mountain Dog, Hamiltonstovare, Hungarian Kuvasz, Irish Wolfhound, Komondor, Maremma Sheepdog, Leonberger, All Mastiff Breeds, Newfoundland, Old English Sheepdog, Polish Lowland Sheepdog, Pyrenean Mountain Dog, Rottweiler, Russian Black Terrier, Shar Pei, St Bernard or any crosses of these breeds.

*Please note, customers with various breeds need to provide the full vet history from the vet before we are able to insure them.

Why does my pet have to have an annual dental check?

Whether you have a cat or dog insurance policy, you must take reasonable precautions to maintain your pet's health throughout the policy year and to prevent any illness, injury or loss. Therefore you must arrange and pay for your pet to have an annual dental examination and general check-up (including vaccinations) and follow any veterinary advice given by a vet in order to prevent oral disease. By continuing with these regular check-ups, this shows us that you have played your part in caring for your dog or cat, so we can play ours. If you fail to have a dental check and follow any veterinary advice given at the time it may affect a claim for a dental related condition.

How will Petplan use and store my data?

Your details will be stored on our computer system to administer your policy. All data is handled in accordance with the Privacy Act. Due to the Privacy Act we can only discuss your policy details with you or person named on your policy, or person specified by you. We may share your details with other insurance companies, directly or through a number of databases. This allows us to check information you give us and also helps us prevent fraud.

How can I make an enquiry?

For any enquiries, please call our Customer Service team on 1300 738 225. For our customer service hours, please click here for more information.

General Enquiries

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