Frequently asked questions

Can I cancel my pet’s policy at any time?

You may cancel your policy at any time.  We understand circumstances can change and would like to see if we can help keep your cover active. Please call our customer service team on 1300 980 601 or send us an email at medibank@petsure.com.au so we can discuss your options.

If you do decide to cancel, we will issue a pro-rata refund for the uninsured period where premiums are paid annually, less any applicable government or statutory charges. If you pay by instalments, we will not deduct any further premiums after the date of cancellation.

Cancelling during the "cooling off" period

You have an obligation free 21 days from the policy Commencement Date (or any renewal date) to make sure you are happy with every aspect of your Medibank Pet Insurance policy. This is known as the “cooling off” period. During this time you may cancel the policy (if you have not made a claim)
simply by contacting to us. If we receive your request to cancel your policy within the 21 day period after the policy Commencement Date (or any renewal date), we will give you a refund of any monies received since commencement or renewal, less any transaction costs incurred by us which we are unable to recover and any taxes or duties that we are unable to refund.

If you have not made a claim

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.

For example:  If you decide to cancel at the beginning of March, but you pay your premiums monthly, no portion of the March monthly premium is refunded. 

If you have made a claim

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.  

For example: If your renewal date was March, you decide to cancel in August, you need to pay premiums until the following March before the policy is cancelled.

The policy period is the time during which we provide cover as specified on your Certificate of Insurance.  This is generally a 12-month period from each renewal date.

Things you should know

Medibank Pet Insurance is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, is arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and is promoted and distributed by PetSure’s Authorised Representative (AR) Medibank Private Limited ABN 47 080 890 259, AR 286089. Terms, conditions, waiting periods and exclusions apply. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing. PDS and Target Market Determination available at medibank.com.au/pet-insurance

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