Pet Insurance Australia Arvostelua 

Shocking customer service from their Phillipines call centre with very poorly trained staff who do not listen and cannot provide accurate information. Their claims process is cumbersome and excessively time consuming with constant requests for “additional information” despite comprehensive case notes provided by the vet. Even the vet informed me they have never seen a pet insurance company request so much excessive details for case notes.

I have been with this company for 2 of my pets for over 10 years, plus another 2 for a shorter period. Two have now reached over 10 years of age, where I can't transfer to another fund. My dog has had medical claims. His premium has gone from $93.92 in 2021 to $175.87 PER MONTH for 2023. My cat has had no claims and her policy has gone from $75.75 to $114.67 PER MONTH. On enquiry, they tell me this is a formula based on type, age and claims for the pet. I call it gouging because they know you can't move. Imagine if your health cover increased by 100% in 2 years because of you had cancer!! This is a disgusting practice. They gave me a small waiver of fees because I said I would go to the ACCC. It is hard for me to do much other than file an official report but I can warn everyone else before they get locked into this unethical organisation.

Check your pre-existing conditions before you buy...

Thanks for your amazing service! highly appreciated ;)

Our labrador suffered from a sudden onset of fibrocartilaginous embolism. His treatment and hospital cost us $4,599. The online claims process is the most easy and simplest I've ever experienced and we got our expenses paid for fairly and quickly. The whole thing took less than 5 minutes to submit. I would not go with another insurer after this positive experience.

Without a shadow of a doubt PIA have been excellent with my claims for my pooch who was recently diagnosed with Osteosarcoma. Payments have been fast and efficient and as per the policy. Moving past that their communications have been supportive and kind and timely. At a time when we have gone through a very traumatic time PIA have been amazing and I am very appreciative that they go above and beyond to reduce the stress in what already is a very stressful time. Thanks !!

Policy gone from $36 to $52 in first year, then another 20% increase this year from $52 to $62 this year after only being with them for about 1.8 yrs. Any queries raised you simply get a copy paste response advising your cats now 8 yrs so considered old and they expect him to make more claims. Coles offer similar insurance for $29 / month so cancelled and moved over to them.

Impossible to cancel policy. I provided them written notice, a claim was accidentally submitted 2 months later by my vet - instead of rejecting the claim - without notice they started charging me for months, and now refuse to cancel even thought i am offering to pay back the mistaken claim! i am stuck for another 12 months - now with 2policies for the 1 dog - INCREDIBLE

First year premium is $900 for my puppy, without making any claims, second year premium suddenly increase to $1400! Ridiculous! Called them they said it's because of the age. Come on! my dog just turns 1Year old! What's the difference between puppy and 1 Year old? really sucks!!!

Don't waste your money.

I went to add my second girl (dog) into the policy I had existing.
I did a quote online and realized they had been overcharging me by $12 per month for one dog =$144per year.
I called the contact centre and explained I'd worked in insurance previously and wanted to know why the online quote was coming in cheaper than what I was being charged.
They kept referring to the fact the premium goes up every year (even without a claim and kept referring back to the fact you don't need to wait the 6 months again for claims).
I explained that I don't think it's right they advertise one price online and then the call centre can't match it or offer a solution or compromise.
I have worked in insurance and full well know they have a buffer to discount the premiums down if they choose too.
The said they don't price match and will not amend the policy.
I'm paying out an equivalent of $970 in premiums for one dog alone every year for something I may never need to use or may use once when she gets older but by that time I've spent over $6,000+ dollars on a 'just in case'.
Worst customer service, lack of empathy and all about the money with these people.

I will never endorse your product or your services as they are complete rubbish.

Continue to rip me off with direct debits from my account from a policy cancelled May 2019. This company’s call centre is in the Phillipines - ridiculous I know for a company called Pet Insurance Australia! Have tried 3 times to cancel policy May, Sept and Dec yesterday - our much loved dog of 16yrs died in May. They are even refusing to refund premiums deducted from my account since May. This customer service and scripted disdain from their call centre operators disgusts me!

This pet insurance is a joke. Being a first time pet owner I took my new puppy to the vet because his poo was really runny after night 1 and 2 with us, just a change in food but we wanted an overall check. Now this was deemed as a pre existing conditions as we took him within 3 month waiting period, and any stomach issues are not covered.

On top of this, every claim for my 2 frenchies has either been denied or paid 80% that is “deducted from a never ending excess”. It seems every new condition has it’s own $200 excess. So unless your dog is REALLY sick and has bills in the thousands, I can’t see it’s worth it. And in that case, put some money aside each week. Just saw our premium increase and will be cancelling our policy right after some other issues are sorted!

these guys have doggy contracts ie they hardly pay anything due to excess plus % paid reduction on service and when you go to cancel prior to the end of contract they will still charge you for the remainder of your plan even though they will not honor any claims made during that period. When i calculated premium paid for 6 years $4320 vet bills $7250 refunds on claims $2500 it is clearly more economical to just pay vet bills

I wrote back in 2018 an unfavourable review but upon reading the fine print realised that there was a limit to tick poison treatments. So an updated review of this company is they were excellent when my beautiful girl had a devastating diagnosis of a very aggressive fatal Hemangiosarcoma. This was not found until proper thorough investigation, which then turned into an emergency.She was dead with in 5 days from a seemingly bouncing healthy dog to euthanasia at home within a short time.
Pet Insurance Australia were efficient compassionate and covered quite a lot of all the bills that occurred in this heartbreaking time for her family and enabled us to have her at home comfortable and loved by us every minute that remained here with us.So I recant my previous review and thank you again for easing an really trying moment in our lives.
I have just brought home another Pharaoh hound puppy and will be insuring her with them again!

DO NOT TRUST - never made a claim in 5 years for my 2 dogs. Finally made a claim and they underpaid everything. I asked for it to be reviewed and they took forever to come back and say no. Then they set a block so we could not email them again as it kept bouncing back. Super weird. I would never trust of use this company again.

I too am disappointed with the refunds. 80% is not true. I had a vet bill for $600 for euthanasia. This is reduced by 80% then the $200 excess comes off it. This means they only had to pay $280 instead of $320. Scammers. Imagine if I decided to do the $12000 surgery. I have two policies left with them and I definitely will be comparing insurance companies. The one thing I do like is the ease of putting claims in through the portal.

Would not recommend this company to anyone. We had our first claim within a year,, kept on telling us to upload documents to the portal which was done over two weeks ago. Eventually had to phone them and tell them it was uploaded and nothing had been done about it, the services is appalling.

Easy to claim, but cheque was sent to totally wrong address - still trying to get paid 4 months later.

Fantastic insurance for your pets. Prompt, efficient, helpful, understanding in times of stress, quick turn around, easy to access online for claims and uploading paperwork. Very helpful staff at the contact centre. Would highly recommend.

Disappointed to know there is a six month wait for ligament cover when swapping from another insurance company.
I was told this in the terms and conditions (fine print) after cancelling my existing policy.
Needless to say I wouldn’t have swapped my policy if I was told this major piece of information first.
Now I have a six month wait before the proper cover begins.
Fingers crossed nothing happens in that time.