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Frequently asked questions

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

Yes, you may cancel your policy by notifying the administrator of Medibank Pet Insurance, PetSure (Australia) Pty Ltd (“PetSure”). You can do this by telephone, email or post.  

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

The information provided is general information only and is not a substitute for professional veterinary medical advice. Medibank Private does not guarantee the accuracy of any of the information, representations or advice contained. To the extent permitted by law, Medibank Private accepts no responsibility for any loss, injury or inconvenience sustained by readers of this website as a result of or in connection with the information contained on this website (whether by way of negligence or otherwise).

Terms, conditions and waiting periods apply.

* - Medibank Pet Insurance is general insurance issued by the insurer The Hollard Insurance Company Pty Ltd (ACN 090 584 473; AFSL 241436) (Hollard), is promoted by Medibank Private Limited (ACN 080 890 259; AR 286089) (Medibank) and administered by PetSure (Australia) Pty Ltd (ACN 075 949 923; AFSL 420183) (PetSure). Medibank acts as an authorised representative of PetSure. Medibank will receive a commission which is a percentage of the premium paid to Hollard and PetSure may receive a portion of the underwriting profit, if any - ask PetSure for more details.

Any advice provided is general only, has been prepared without taking into account your objectives, financial situation or needs and may not be right for you. Consequently, before acting on this information, you should consider the appropriateness of this information having regard to your objectives, financial situation and needs. You should obtain and consider the Product Disclosure Statement (PDS) in deciding whether to acquire, or continue to hold, Medibank Pet Insurance. PetSure can be contacted by telephone: 132 331 or by mail: Locked Bag 9021, Castle Hill, NSW 1765.