General FAQsFrequently Asked Questions
How old does my pet have to be for insurance?
You can cover your dog or cat as soon as they are eight weeks old. Please note that a maximum age limit also applies to our policies. For our Top or Essential Cover, your pet must be under nine years old to apply. For our Basic Accident & Illness Cover, your pet must be under 16 years old to apply.
Will my pet be covered when it gets older?
Yes. Once you have insurance for your pet, you can keep renewing your policy with us for the rest of its life – as long as there isn’t a break in your cover.
Will I have to pay an excess?
No. There’s no excess to pay – so depending on your level of cover, you may get back up to 80% of all your eligible vet expenses.
Will my pet be covered if they’re not vaccinated?
Yes. If you prefer not to vaccinate your pet, you can still get cover with us. But if they become sick with a disease that could have been prevented by vaccination, we won’t cover any of the cost of their treatment.
Will my pet be covered for hereditary problems?
Yes. We’ll cover treatments for hereditary or congenital problems as long as your pet doesn’t have symptoms before you take out your policy or during any waiting periods (subject to normal exclusions, as set out in the Policy Booklet).
Will my pet be covered for ongoing conditions?
Yes. We’re happy to keep covering your pet for chronic or recurring conditions (excluding pre-existing conditions) throughout their lives – as long as you renew your policy every year without a break in your cover.
Can I keep visiting the vet I already use?
Yes. With our insurance, you can choose to visit any vet you like, as long as they are licensed and registered to practise in Australia.
How do I pay my premiums?
Paying your premiums is easy, by credit card or direct debit from your bank account. You can also set the frequency of your premium payments to suit you, whether fortnightly, monthly or annually.
I need to make a claim. What do I do?
We have a fast and simple claims process. See How to Make a Claim on Your Cover to get started.
How much of the cost will be covered by my policy?
We’ll cover up to 80% of your vet bill (up to your annual limit) with Top Accident & Illness Cover, or 75% with Essential Accident & Illness Cover and up 60% with Basic Accident & Illness Cover. Not all conditions and treatments are covered and limits apply, however, so check out the relevant Policy Booklet for more information.
I have more than one pet. Can I get insurance for them all?
Of course! You can take out a single insurance policy that covers all of your dogs and cats, but you’ll still need to pay a separate premium for each one.
Is there anything that isn’t covered?
We’ve done our best to cover most conditions. But to keep premiums low, we’ve had to exclude a few things – like pregnancy, grooming, behavioural problems and elective procedures. We also exclude any pre-existing conditions you knew about before you took out your policy or that became evident during any waiting period under the policy.
Check our Policy Booklet to find out what’s not covered.
When will my policy start?
Your policy will begin at 11.59pm on the day we accept your application.
When can I claim?
You can claim for an accident as soon as your policy begins. You can claim for illnesses where symptoms appear 30 days after the start of your policy.
For cruciate ligament claims only, there is a six month waiting period – unless we receive a letter from your vet within 14 days of the cruciate examination date certifying that your Pet has been examined, at your expense, on or after the policy Commencement Date.
Why should I get pet insurance?
Thanks to modern vet science, your pet can enjoy a higher standard of care than ever before – but treatments can be expensive, and may cost you hundreds or even thousands of dollars. If your pet is sick or injured, the last thing you want is to have to worry about vet bills or make the difficult decision not to go ahead with a procedure because of the cost. Pet insurance gives you peace of mind knowing your furry companion will always get the care they need, when they need it.
What if I want to cancel my policy?
After you take out insurance with us, you’ll have 30 days to review and cancel your policy. As long as you haven’t submitted any claims, we’ll be happy to give you a full refund for your premium if you cancel during this cooling-off period. If you cancel after 30 days, you won’t receive a refund for any premiums you’ve paid.
Which pets are eligible?
Our Top and Essential Accident & Illness Cover is available to any cat or dog that is between the age of eight weeks and less than nine years old when you apply for your policy. Once your pet is insured, you can continue to cover them for the rest of their life just by renewing your policy with us. For Basic Accident & Illness Cover your pet must be eight weeks and less than 16 years old to apply.
What if I have another question?
How do you calculate my premium?
Your premium is calculated using a combination of factors about you and your pet. These factors can affect the premium amount up or down depending upon whether we believe it increases or decreases the risk to us, such as the cover you have chosen, the benefit percentage applicable to the cover you have chosen, the species, breed and age of your pet and other factors related to our cost of doing business.
Factors that are taken into consideration for renewal premium calculation include your pet’s age and breed, as well as data relating to the health of pets that are of a similar age and breed. Each year we review premiums based on these factors to ensure we can accommodate the costs of possible treatment up to your annual benefit limit, in the event that your pet becomes injured or ill.
Will my premium increase every year?
Yes, your premium will increase each year. This is for two main reasons:
Reason #1: Just like humans, the older our pets get, the more likely they are to have health hiccups. Cats and dogs age faster than we do, which means that their likely veterinary treatment costs go up rapidly each year too. As a result, the cost of insuring your pet will also increase as they get older.
Reason #2: Advancements in Veterinary Treatments
The overall cost of medical treatment for pets has increased in recent years due to the increased availability of medical treatments and technology-enabled services and ongoing demand for these services. The treatment options and advancements in technology are providing us with great opportunities to give our pets a great quality of life for longer.
While this is great news for the care of our pets, these treatments come at a significant cost. Year on year treatment costs increase, and this is factored into the cost of pet insurance.
Please see ‘How do you calculate my premium?’ for more information about calculation of premiums.
Will my premium increase even if I don’t submit claims?
Every year, we review the cost of everyone’s insurance with regards to a combination of factors as well as claims inflation across all our insured pets. Increases in our claims costs due to increases in the range of available veterinary procedures, or due to an increased take-up of those services, impacts everyone’s premiums.
Your premium takes into account the average cost of care for pets like yours. To provide an example of this, a pet parent with a three-year-old French Bulldog will be affected by the trends we see in our data from hundreds of three-year-old French Bulldogs that we insure.
Is my premium calculated the same way as my Private Health Insurance?
No. Pet insurance does not work like health insurance. Health insurance is ‘community rated’, which means that everyone pays the same premium for their health insurance regardless of their individual health status, age or claims history. This is not the case for pet insurance.
Health insurance providers are able to community rate health insurance because there are many other factors at play in the human health care system, such as Medicare and government rebates and subsidies, which is not the case with veterinary care and pet insurance.
Pet insurance claim reimbursements are paid for purely by the premiums received by those who insure their pets. In order for each person to pay a fair price for their pet insurance, premiums vary depending on your and your pet’s risk factors.
What is GapOnly?
GapOnly allows your vet to lodge your claim during your visit, which is assessed in approximately 10 minutes. Once the claim for your insured pet has been processed and a benefit outcome is calculated, you simply pay the gap. That’s the difference between the vet’s invoice and your insurance benefit amount, so you don’t need to worry about being out of pocket while your claim is being processed.
I’d like to use GapOnly, what do I need to do?
Firstly, check that your vet is enabled by visiting gaponly.com.au. If they are, simply let your vet know that you’d like to submit a GapOnly claim the next time you are there. To minimise delays, it’s best to let your vet know that you intend to make a GapOnly claim as early as possible so they can prepare your claim ahead of time.
Can I get a pre-approval for a GapOnly claim?
You can request a pre-approval (from any participating vet practice) prior to your pet's treatment, or have your claim processed ahead of picking up your pet from the vet. Pre-approvals can be lodged Monday - Friday 8:00am – 8:00pm, and Saturday 8:00am – 5:00pm AEST (excluding NSW public holidays).
How do I know if my vet uses GapOnly?
You can contact your current vet and ask if they offer GapOnly, or simply visit gaponly.com.au.
What if my vet doesn’t have GapOnly?
When GapOnly isn’t available, an electronic pet insurance claim can either be made online by your treating vet or you can submit the claim yourself via your online pet portal. Claims would then be assessed and paid in the form of reimbursement of any eligible vet bill.
What if my GapOnly claim does not cover any of my treatment costs?
When are GapOnly claims available?
GapOnly claims are available at participating vets Monday – Friday 8:00am – 8:00pm, and Saturday 8:00am – 5:00pm AEST (excluding NSW public holidays). When GapOnly isn’t available, your vet may be able to submit an electronic pet insurance claim instead.
How long does a GapOnly claim take to process?
A GapOnly claim made in a vet clinic will take around 10 minutes to process. If the claim is likely to take a little longer, the vet clinic staff will let you know so you can decide whether you’d like to wait or not. If you’re not able to wait, you will be required to pay your vet the full invoice amount so your vet clinic can adjust your GapOnly claim to a standard electronic claim, and your insurance provider will consider the claim and reimburse you the calculated benefit of an eligible vet bill.
Can I use GapOnly for all vet treatment costs?
GapOnly works in partnership with participating vets, and as long as your vet is GapOnly enabled, you can use it for all eligible vet fees covered in your policy.
Can my GapOnly claims be processed before I pick up my pet?
Yes, you can ask your vet to submit a GapOnly claim so you don’t have to wait for your claim to be processed when you pick up your pet. Simply let your vet know when you drop off your pet that you’d like them to submit a GapOnly claim for your pet’s treatment and, if available, they can arrange this for you.
Protect your pet today
To find out how little it can cost you to provide quality care and treatment for your pet, talk to our friendly, Australian-based customer service team today. You can get a quote over the phone in minutes – call us on 1300 674 590.