You can check out the Pet portal for a summary of your coverage or refer to your PDS and Certificate of Insurance for all your coverage information.

Pre-approvals aren’t mandatory, but can provide you with additional reassurance, so if you want to know if an upcoming or specific treatment for your pet will be covered, all we need is for you to email us at claimreview@petsure.com.au with the following:

• Policy number or Policy Holder and Pet Name
• Name of the condition being treated and the proposed procedure
• Name of your regular vet and the vet where the procedure will take place
• An itemised estimate of costs relating to the procedure (optional- if you have it!)

Once we receive this information, you can expect to hear back from us within two business days.

Note: A pre-approval will not be deemed to be valid unless we have agreed to it in writing. The reimbursed amount may vary from the pre-approval if the treatment provided by your vet differs from the treatment request in the pre-approval.

If your pet has had a temporary condition that was subject to the pre-existing condition exclusion, you can apply to have it reviewed.

Your vet will need to certify and provide veterinary records verifying that the condition remains a temporary condition and has not existed, occurred or shown symptoms for a period of 18 months. The pre-existing conditions exclusion(s) will not be deemed to have been lifted unless agreed to by us in writing.

You can download a copy of the Pre-existing Condition Review form here.

If your pet has a chronic condition that existed or occurred before the commencement date of your first policy period or during any applicable waiting period, that condition will always be excluded from your policy.

Yes. If your pet requires treatment and you wish to seek pre-approval of those costs, you can provide us with the itemised estimate of costs from your vet, along with the treatment required and relevant clinical records and/or veterinary history, and we will respond to you in writing with the outcome.

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: 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 tech ology are providing us with the opportunity to give our pets a high quality of life for longer.

Yes, it is covered under all our policies except Indoor Cat Cover. There is a waiting period of 6 months, however, you can apply for this period to be waived subject to completion of a form by your vet confirming there are no existing signs or symptoms.

Unless you tell us that you do not want your policy renewed, we will automatically renew your policy on its expiry. We will send you a notice before your policy expires confirming when your insurance will expire and the terms on which your insurance will automatically renew. It will also remind you that you can opt-out of the automatic renewal process. We will deduct/charge the renewal premium from your nominated account/credit card unless you tell us not to.

You can insure your pet between 8 weeks of age and 9 years of age. There is no upper age limit for Pet Primary Cover. Please refer to the Product Disclosure Statement for further details.

Depending on the type of policy you take out, there may be an excess which applies per condition treated however there is the option of $0 excess on all Kogan Pet Insurance policies.

Cover information sheets provide a summary of the key features of your cover. They include important information such as benefit limits, sub-limits and annual limits that apply to your policy. You’ll get your cover information sheet when you receive your policy documents.

The fastest and easiest way to make a pet claim is through the Pet Portal. To make a claim you’ll need the following documentation:

• An itemised invoice (a paid invoice that includes individual treatment items and costs adding up to the total amount paid).
• Vet consultation notes from your vet’s examination of your pet,
• For your first claim we also require vet consultation notes for the life of your pet. If you adopted your pet at a later age, we will need documentation showing the date you took ownership.

The same documentation is required when making a claim via post. Postal claims also require original documents and must be accompanied by a completed claim form signed by you and your vet.

*All accounts must be paid in full prior to the submission of your claim.

Benefit Limit(s) and Sub-limit(s) are the applicable amount/s payable in any one Policy Period, in relation to the relevant Cover as specified on your Certificate of Insurance (determined as follows):

• if a Sub-limit for a particular Cover, item, Condition or Treatment on an individual or per claim basis is specified to apply on your Certificate of Insurance, we will not pay more than that amount (subject also to the overall annual Benefit Limit or other relevant Sub-limit not having been exceeded); and
• we will never pay more than the overall annual Benefit Limit specified on your Certificate of Insurance.

Note: Benefit Limits and Sub-limits reset on renewal.

Like any insurance policy, some exclusions and conditions apply. Click here to find out what isn’t covered.

Once your policy is active and as long as you continue to renew your policy, your pet will be covered for eligible vet expenses for life.

Please note that the Benefit Percentage will decrease on the first renewal after your Pet turns eight years of age for some plans.

A Bilateral Condition is a Condition affecting body parts of which the Pet has at least two, one on each side of the body (for example, ears, eyes, knees and elbows). Bilateral Conditions will generally be covered if you have the appropriate level of Cover, and the Condition is not a Pre-existing Condition or subject to a general exclusion.

When applying a limit or exclusion, a Bilateral Condition will be considered a single Condition. For example, if your Pet displays signs or symptoms of an ear Condition in the left ear prior to the Commencement Date of your First Policy Period or during the applicable Waiting Period, a subsequent ear infection in the right ear will still be considered to be a Pre-existing Condition.

We have specified waiting periods for some conditions or illnesses in each of our plans. These are defined in the Product Disclosure Statement.

Pre-existing condition means a condition that first existed or occurred:

• prior to the commencement date of the first policy period; or
• within any applicable waiting period; and
• which you were aware of, or a reasonable person in your circumstances would have been aware, irrespective of whether the underlying or causative condition has been diagnosed.

A pre-existing condition also includes a related condition or bilateral condition of a pre-existing condition.

For Pet Primary Cover, there is no upper age limit to purchase a policy. For Indoor Cat and Pet Luxury Cover, you must commence the policy before your pet is 9 years of age. Note that the benefit percentage will vary based on the age of your pet.

Once your pet is accepted and as long as you continue to renew your Pet Insurance policy, your pet will be covered for life. Please note that certain Kogan Pet Insurance plans are designed to stepdown to a lower benefit percentage on the first renewal after your pet turns 8, and you can find more details about this in our Product Disclosure Statement.

That depends on the type of policy you take out. Your Benefit Percentage will be on your Certificate of Insurance.

For example, if you take out a policy with an 80% Benefit Percentage, we will reimburse up to 80% of the eligible vet expenses (excess deductions, claim limits and conditions apply).

You may cancel your policy at any time. We understand circumstances can change and would like to see if we can help keep your cover active. Please call our customer service team on 1300 001 738 or send us an email so we can discuss your options.

If you do decide to cancel, we will issue a pro-rata refund for the uninsured period where premiums are paid annually, less any applicable government or statutory charges. If you pay by instalments, we will not deduct any further premiums after the date of cancellation.