Frequently Asked Questions

Whether it’s for a general check-up at the vet or for something more serious, Medibank Pet Insurance can help provide financial assistance with many treatment costs. It’ll not only help with the burden of expensive vet fees, it’ll help you provide your dog or cat with the best care when they need it most. Plus, you’ll enjoy peace of mind, knowing that your best friend, and your back pocket, are covered.

It’s important that you read the Combined Product Disclosure Statement and Financial Services Guide before you make a decision to buy or continue to hold this product. The Combined PDS and FSG contains details of the features of Medibank Pet Insurance, you can get a copy by calling 132 331. Remember, this information is general in nature and does not take into account your personal objectives, financial situation or needs. You also need to be aware that certain limits and exclusions apply.

If you have Medibank Private Health Insurance, this will be set up as a continuous membership of Medibank Private as long as you pay your premiums. In contrast, Medibank Pet Insurance is considered a form of general insurance, which means a policy is issued for a fixed contract term (12 months in the case of Medibank Pet Insurance).

Prior to the expiry of each contract term, you will receive a renewal notice, in which a new offer of insurance is made. You can renew the policy for the life of your pet as long as you continuously maintain your policy and pay the premiums when due.

No, you are not required to submit veterinary records when you apply for Medibank Pet Insurance. However, you are required to provide a brief history of illnesses and injury your pet may have had before you applied for the policy. This information is very important and is part of your legal duty of disclosure when you make an application for insurance cover.

Medibank Pet Insurance only covers 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.

You can start your pet’s cover from 8 weeks of age and before its 9th birthday on Silver Paw and Gold Paw Cover options. There is no upper age limit on Bronze Paw Cover, so any dog or cat can be insured, no matter how old.

Cover is available for the life of your pet. This means once your pet is insured with Medibank Pet Insurance you have the right to renew your policy for that pet for life and your cover level will not be reduced as your pet ages, provided you continuously maintain the cover and pay premiums when due.

In addition, 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.

Yes, you will receive a 10% discount off the insurer’s Medibank Pet Insurance rates for non-members.

No, the purpose of Medibank Pet Insurance is to assist pet owners in being able to afford the very best veterinary treatment for their pet. Mortality insurance, life insurance or liability insurance are not offered.

Each pet has its own policy with its own individual choice of cover and excess option. If you insure more than one pet, a multi-pet discount of 5% will apply to each additional pet.

This is a common problem, especially if you have adopted a pet. That’s why, if you don’t know, providing your honest 'best guess' is fine. However, if you truly have no idea, ask your vet who should be able to estimate your pet's age based on an examination of certain physical characteristics.

You may pay your premiums either by credit card or direct debit and you can choose to pay fortnightly, monthly or annually.

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

Yes, provided symptoms or clinical signs of these defects were not present prior to taking out Medibank Pet Insurance.

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 Medibank Pet Insurance. You should carefully read the Combined Product Disclosure Statement and Financial Services Guide for a comprehensive list and full explanation of policy exclusions.

Yes, you can change the level of cover you have selected for your pet, provided you haven't made a claim against the policy. If you have made a claim, any change to the level of cover can only be applied or activated at the point in time that the policy is renewed and the next policy term commences.

Once your pet reaches their 9th birthday you cannot change their cover level from Bronze Paw to the Silver Paw or Gold Paw options.

Your policy will automatically renew each year (unless you choose otherwise) - so you don't have to worry about your pet's cover lapsing unless you don’t accept the renewal offer or don’t pay the premiums when they are due. Each year a renewal notice will be sent to you advising you of the renewal date and any changes that may have been introduced to your existing level of cover.

Yes, you may cancel your policy by giving the administrator of Medibank Pet Insurance, 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. No refund is available where you have chosen the monthly or fortnightly payment options.

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.

You can make claims for up to 100% of the total cost of your pet's eligible treatment. This is subject to your policy's annual limits, as well as any excess, benefit limits and any conditions set out in your policy documentation.

Your policy will commence at midnight on the day that your application has been accepted. You may make a claim for an accident that occurred after the commencement date. A 30-day waiting period applies for illness condition claims when you have Silver Paw Cover or Gold Paw Cover. There is also a 6 month waiting period that applies for cruciate ligament injuries and conditions irrespective of your cover level, unless we receive certification from your vet within 14 days of your policy commencing that your pet has no cruciate ligament conditions present.

The no claims bonus is awarded to policy owners who have been fortunate enough not to have claimed for an illness or injury condition during a policy year. The amount of the bonus available each year is 10% of the premium, up to a maximum of $50.

Although you can't use a no claims bonus to pay your premiums or redeem it for cash, you can use it to help reduce expenses when you make a claim, for example, pay part of an excess or to supplement the cost of Routine Care items.

Simply complete a Medibank Pet Insurance claim form. You can get a copy at medibank.com.au/petinsurance, a Medibank store or by calling 132 331.

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.

Once PetSure receives 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.

Medibank Pet Insurance policies do not include cover for Third Party Liability. Your domestic contents insurance would normally provide third party liability cover for your pet. We suggest you contact your contents insurer for details of your cover.