Help & support
If GapOnly® isn’t available at your vet, there are other ways to make a pet insurance claim. If this is the case, the cost of the treatment must be paid upfront to your vet in full before you submit a claim, so you will need to plan accordingly.
Have the following documents handy:
For both Classic Cover and Plus Cover, the following waiting periods apply from the commencement date of the first policy period:
Booster Care cover has the following waiting periods:
If your pet shows signs or symptoms during the waiting period for a condition that may or may not need treatment, the following will happen:
PetSure will assess your claim in accordance with the benefit percentage stated on your certificate of insurance (which can be 70%, 80% or 90% depending on your level of cover).
The claim is then also subject to the annual benefit limit, Booster Care limit (where applicable), exclusions, waiting periods, any applicable sub-limits and excess.
Check your certificate of insurance for details.
1. Make sure you speak to your vet as soon as possible to address pet health care concerns early on, before they become serious. The expenses associated with treating serious pet health conditions can become significant if left untreated.
2. Consider using vet telehealth for non-emergencies. VetChat offers access to video and live message consultations, where you can connect with qualified vets for advice and triage. Pet insurance customers have complimentary 24/7 access to Australian registered, experienced vets with VetChat. Customers can get immediate and trusted vet advice anytime, from anywhere, with live online support.2 If in doubt – visit your vet.
3. Choose a GapOnly® enabled vet and ask your vet if you can pay with GapOnly® to help minimise upfront out-of-pocket expenses on eligible claims.1
4. Understand how your selected policy excess and benefit percentage can impact on your out-of-pocket expenses when you make a claim. For example, choosing a lower excess and a higher benefit percentage will increase your premium, but can help lower your out-of-pocket costs at claim time.3 Refer to the PDS for more information.
A pre-existing condition is:
A pre-existing condition also includes a related condition or bilateral condition of a pre-existing condition.
If at any time you’d like to check whether a pre-existing condition is covered, please contact PetSure on 1300 913 575.
There are some general exclusions such as pre-existing conditions, dental procedures (unless you have Booster Care), elective treatments and procedures, breeding or obstetrics, and routine or preventative treatments (unless you have Routine Care (non-insurance benefit)).
Refer to the PDS for a full list of what isn’t covered.
1 The gap is the difference between the vet’s invoice and the eligible claim benefit under your pet insurance policy. GapOnly® is a trademark owned by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183. GapOnly® is available on eligible claims at participating vets with a pet insurance policy from a GapOnly® pet insurance partner. Please visit GapOnly® to search for GapOnly® enabled vets.
3 Depending on your level of cover. Policy T&Cs, limits, exclusions and waiting periods apply. Sub-limits and excess may apply.
Pet Insurance is issued by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted and distributed by the Commonwealth Bank of Australia ABN 48 123 123 124, AFSL 234945 (CBA). PetSure is not part of the CBA Group. CBA and its related entities do not sell, issue or guarantee the obligations or performance of PetSure or the products PetSure offers and this insurance product does not represent a deposit with or liability of either CBA or any of its related bodies corporate. If you purchase a pet insurance policy, CBA is paid a commission. This information has been prepared without considering your objectives, financial situation or needs. You should, before acting on this, consider the appropriateness of the product to your circumstances. A Combined Financial Services Guide and Product Disclosure Statement is available by downloading it from commbank.com.au, by calling 1300 913 575, and should be considered before purchasing, or choosing to continue with the product.
PetSure has prepared a Target Market Determination (TMD) which describes the class of consumers that comprise the target market for this product. The TMD is available at https://www.commbank.com.au/insurance/brochures-forms.