Petinsurance.com.au pet insurance

I never got access to my account due to their technical issues with my email. Despite this, I was never informed that I could submit my request via email. It took them three weeks to cancel my policy, during which I was still charged, and I was not refunded for that period. Communication was terrible—I have never felt so unheard when dealing with a company, repeating myself over and over.

I am still waiting for a resolution regarding the three weeks I was charged, but I have given up on getting a refund for the rest.

In total sum – I have paid them for three months of service that I never had access to.

Awful overseas customer service. I tried to take out 2 policies for my dogs. The set up and communication was so terrible I had no choice but to cancel on the first day of the policy. If joining was impossible I can’t imagine having to make a claim.

Absolutely a crap company. Do not recommend these filthy thieving pr*cks. First claim denied apparently an allergic reaction starting at my shepherd feet and then to his belly from licking and then to ears which then got infected is classified as pre existing injury. Can someone please explain to me how an ear infection is a pre existing injury. Worse company to deal with DO NOT GET INSURANCE FOR YOUR PET THROUGH THESE THIEVES

I wish there were a 0-star rating to give. They are the worst insurance company ever for quickly rejecting claims, but they take 30 days to review again and find they were wrong. They create the worst conditions, and you have to be careful reading their terms, as you will get nothing if your pet gets an infection.

Not impressed. I’ve been a long time customer and always get texts for when my premium is due, so I log into the portal and pay manually. Two months ago texts randomly stopped and I received no emails! So for two months I was late paying for the first time ever due to no notifications that payments were due. I ring up petinsurance.com.au and get overseas (which I’ve never had before), I then constantly get put on hold, I’m told someone else’s information and then told to ignore that information as it was the wrong profile up! I then get told you no longer do text messages saying payments are due.

Absolute waste of half an hour on the phone!!! If the system works for customers why would you change it and not have an option to still receive notifications?!

I’ll be ringing around tomorrow other pet insurances to see my options.

***Update***

Given two months free for the stuff up but straight away getting no notifications, only a final notice.

I ended up hanging up due to a rep not listening and becoming very angry in his tone. He isn’t aware of any updates on the server (as previously told to me) and it must be my fault! Not there system.

If it was my fault my details wouldn’t be correct and I wouldn’t be getting a final NOTICE.

This is the final straw. I’ll not be paying my premium. I’ll be ringing around next week to find a better pet insurer that doesn’t dismiss customers.

Just got an assessment back from these scammers. They asked all sorts of follow-up questions (Vets notes, then full history of every visit to the Vet for the entire life of my dog) looking for ways to get out of paying a basic claim. Eventually they broke the claim up into 3 separate claims so that the excess meant there was no payout.

I have had the insurance for about 3 years, tried to claim a simple checkup due to some issues my dog was having unexpectedly, sent in invoice and a clear discription of why, when the vet etc. then was emailed days later requesting vet notes and so on, they have the number etc, I’;m not doing there job for them, the invoice alone said everything what went on. So long story short after 3 years of paying monthly premiums which aren’t that cheap mind you, they lost a customer over a $100 invoice. You are definately better off just sticking $100 a month away as a just in case find instead of jumping through there hoops, in saying that even though I’m not happy with the service they were the better pet insurance around, so it really does not say a lot lol.

My dog’s policy premium was increased by 25.36% this year with no meaningful explanation tied to my actual policy. I was given a long, generic justification about “vet cost inflation,” “age/breed data,” and “risk factors,” but nothing specific to my claim-light history or any change in cover. When I escalated through IDR, the “resolution” was a two-month premium waiver — appreciated, but it doesn’t fix the underlying issue of transparency or fairness. I also struggled to get written confirmation that premiums wouldn’t be deducted and that cover would remain active while the complaint was under review. For a brand administered by PetSure and issued by Hollard, I expected clearer communication and a policy-specific explanation, not boilerplate.

I’ll happily stay if I get an evidence-based breakdown for this rise and a proper review of the renewal price. Otherwise, I’ll be moving my pet cover.

Expect a potential increase of 22% per year, or more… I have a cat insurance policy with petinsurance.com.au 2024 = $540, 2025 = $664 The first year I had the policy was fine due to making no claims and getting a reasonable yearly premium. To my shock we received the 2nd year renewal in Oct 2025, with a 22% increase. I’ve since emailed and requested reasons for this increase and a reduction. I receive a generic email that stated things such as, and I quote…

‘These adjustments are not directly tied to general economic inflation, and while we understand the comparison, pet insurance operates under a different risk and cost model than other types of insurance.’ – Translated, we simply do what we like regardless of the relative cost to the economy or client.

This was also insightful… ‘As pets age, they become more susceptible to health issues. Cats and dogs age faster than humans, one pet year is roughly equivalent to seven human years.’ – Translated, we think this is a relevant and non-condesending way of explaining the increase in cost.

Last I’ll share… ‘Additionally, the cost of medical treatments for pets has risen in recent years due to the development of advanced medical procedures and the increased demand for veterinary services. These advancements are providing us with better care options for our pets, but they also contribute to higher costs, which is factored into your policy. As pets age, their likelihood of needing veterinary care increases, which impacts the premium even if no claims have been made. – Translated, we will increase premiums, even if no claims have been made from your policy, or any other persons policy.

Finally, I asked them to address if the 22% increase would continue every year from this point forward, ultimately so I can cancel my policy if that is the case. They failed to answer this question leaving us to assume this is a very likely future premium increase.

I don’t recommend them, this increase is unsustainable for a customer, and I recommend you go elsewhere until they fix this business model.

Constantly deny claims with excessive mthly fees with no return