Frequently Asked Questions

I already have a wonderful vet. Can my pet still visit them?

Absolutely! We help to cover eligible bills for your pet from any vet licensed to practice in Australia.

How much of my vet’s bill is covered?

It depends on the plan you choose. We cover up to 65% of your pet’s eligible treatment costs up to your annual benefit limit for the Regal plan, up to 80% for the Imperial plan, or up to 85% for the Sovereign plan. Sub-limits may apply or if you choose the Regal plan, then a $2,000 annual per condition limit also applies. There’s no excess to pay but pre-existing conditions are excluded. There are other exclusions for all these insurance plans, which you can read all about in the relevant Policy Booklet.

What about everyday care — does my policy help pay for that?

With our Sovereign Plan, you can choose to add the routine care option, which covers up to $80 a year spent on a whole range of everyday treatments, from teeth cleaning and microchipping, to prescription diets and alternative therapies. See the relevant Policy Booklet for details.

My pet has a hereditary problem. Is that covered?

As long as there were no signs or symptoms when your cover started or arise during any applicable waiting periods, we happily cover treatments for hereditary and congenital defects. This is subject to our normal exclusions (including pre-existing conditions) which are set out in the relevant Policy Booklet.

Are ongoing conditions covered for the life of my pet?

Yes. As long as you continue to renew your policy with us each year with no break in cover and subject to your renewal policy, we’ll continue to provide cover for chronic, recurring, or lifelong conditions such as cancer or arthritis. Benefits for these conditions, like any other, are subject to the annual policy limits and exclude pre-existing conditions. You can find out more in the relevant Policy Booklet.

Is there anything that isn’t covered?

We’ve tried to make Prime Pet Insurance as comprehensive as we possibly can, but like most insurance policies, there are a number of things that aren’t covered which helps to make costs more manageable and keep premiums affordable. These include (but aren’t limited to):

  • pre-existing conditions, related conditions, or conditions arising within the applicable waiting period;
  • dental care;
  • certain treatments and conditions;
  • certain services and procedures;
  • elective treatments and procedures; and
  • lack of protection for your pet due to gross negligence.

You can find the details in the relevant Policy Booklet.

There’s more than one special pet in my family. Can I insure them all?

Of course! You can insure all your special dogs and cats under the same policy (although naturally, you’ll need to pay a separate premium for each pet). All additional pets insured will qualify for a 10% discount.

I’d prefer not to vaccinate my pet. Will you cover them anyway?

Yes, we’ll happily cover your special pet, even if they’re not vaccinated. But if they catch any diseases that could’ve been prevented by vaccination, we unfortunately can’t cover the cost of their treatment for those diseases. You can find the details in the relevant Policy Booklet.

How old does my pet have to be?

Under the Sovereign and Imperial Accident & Illness plans, you can insure your special dog or cat as long as they’re at least 8 weeks old and under 9 years old when your policy starts. For the Regal Accident & Illness plan, they must be at least 8 weeks old and under 16 years old when your policy starts.

Can I keep my insurance when my pet gets older?

Absolutely! Once your pet is insured with us, we offer lifetime cover subject to the terms and conditions of your renewal policy, and as long there are no breaks in your cover.

When will my policy start?

Your policy starts at one minute to midnight (11:59pm) on the commencement date of your policy. Once it starts, you can claim immediately for any accidental injuries that happen after that date. There are waiting periods though, which apply from the date your policy starts:

  • Illness: 30 days
  • Tick paralysis: 30 days
  • Cruciate ligament conditions: 6 months
  • Dental illness: 2 years (available on the Sovereign and Imperial plans only)

For cruciate ligament claims, you may be able to waive the waiting period if we receive a cruciate ligament waiver form from your vet within 14 days of the date of examination, certifying that your pet has no history of or latent cruciate ligament conditions.

How do you calculate my premium?

New policies

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’ve chosen, the benefit percentage applicable to the cover you’ve chosen, the species, breed, and age of your pet, and other factors related to our cost of doing business.

Renewing policies

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 they’re likely 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 the 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 doesn’t 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 isn’t 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, government rebates, and subsidies, which isn’t 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.

My pet’s been unwell! How do I make a claim?

We’re sorry to hear that. Be sure to get your claim to us as soon as possible after your pet’s treatment. Please visit our claims section for detailed information on how to make a claim.

Why should I get pet insurance?

Breakthroughs in veterinary medicine over the last few decades mean that your pet can now enjoy a longer and healthier life than ever before, but that higher standard of care comes at a cost. Just as you take measures to ensure your family have access to the best medical care, it also makes sense to insure your pet as they’re often regarded as members of your family. That way, you don’t need to think twice about helping them get the care they deserve, and you won’t need to worry about the cost.