Pet Insurance Australia Reviews 

Made a claim. It was not straight forward or easy. Could not do it online.
Could not find out what I could or could not claim either. Just submitted the info from the vet and hoped for the best.

Was told by PIA that my claim was approved for $700 or so - but no money has arrived. They have my correct addresses. I think I put my bank account details on the claim form... I have supplied my bank account over the phone, and a new mailing address since the letter they sent that was correctly addressed was returned to them (why?).

Still no money. Claim was sent in March 2018 it's now May.

Highly recommend PIA I have personally found them very helpful and reliable when making claims for my dog. Their claim turn around for all of my cases as been less than 2 weeks, most claims have been paid within a few days. I have renewed with them for another year, I feel I am paying a high premium, but in this case you get what you pay for and I believe this pet insurance is worth every cent.

Claiming was very easy online and the refund was paid out quickly.

My cat Louis had surgery & after I submitted my claim one text message about my claim being process then about a month later I received all the documents - no contact in between. I also feel that you should cover a higher benefit for tooth extraction when I was with PetPlan they reimbursed almost the complete amount.

Have always encountered problems with every single claim.

Claims have been easy without fuss.
Payment prompt and so an excellent peace of mind for when making those tough decisions.
Very impressed with PIA.

Service has been great on the claims I have made.
Fast payment.
Only thing I don't like is the fact the excess is paid on each different claim if they're unrelated.

Efficient and hassle free. Very impressed!

Have had no problems at all with PIA. Making a claim is effortless and very quick . Highly recommended

My 3 yr old previously healthy French bulldog contracted cancer requiring immediate surgery which was very stressful. He had no previous history whatsoever of any cancer or related problems. My claim was immediately rejected by Pet Insurance Australia, and they only paid it after many long stressful conversations with supervisors where they seemed to imply that I was making a false claim. Having come from a financial services background I find this approach to customer service unacceptable. Since then my premiums have gone up over 100%.

Claim processing was fast & the service is excellent.

I shopped around for months looking at different policies before signing up with PIA. I obtained pet insurance for my male German Shepherd puppy around 2 weeks before picking him up at 8 weeks of age to ensure i had full cover from the moment i took ownership.

I’ve found PIA insurance to be quite good and my dog has recently turned two and is very healthy and happy. Their online portal for claims and records is easy to navigate and simple to use. I would however like to mention that i did have a significant issue with PIA within the first year due to an incorrect assessment on their part regarding a pre exisiting medical issue.

My dog was around 10 weeks old and got a rash on his belly with needed antibiotics and the vet stated it was kind of like ‘teenage acne’ but on puppies. This cleared up within a week and never reoccurred to date. When my boy was around 6 months old when he started to develop heat patches and scratch at all time, after been referred to a specialised animal dermatologist clinic it was determined that he had an environmental allergy and would require various tests to determine the root cause and necessary medication and desensitisation vaccines. The dermatology clinic sent me a quote for the cost of the initial investigation which was a huge shock when faced with the unexpected cost.

Thinking i was covered and doing to the right thing i submitted the quote to PIA to ensure i had cover for the necessary procedure. I received a letter not long after advising that PIA wouldn’t be able to cover the cost of any items related to his environmental allergy and it was a pre-existing conditions based on his medical records for the ‘puppy acne’.

I was heartbroken at their decision but went ahead with all the necessary treatment for his allergy out of my own pocket which after multiple visits and medication cost me several thousand dollars. I was extremely disappointed at their assessment and it felt like they looked at the costs and didn’t want to pay out so they used an unrelated issue to give their decision basis. This was my first claim and also the first time i had purchased pet insurance so i was very shocked with the outcome and started to feel that the pet insurance wasn’t worth the money and hassle.

I contacted PIA and asked them to re-assess their decision as the two medical occurrences weren’t related and as such couldn’t be classed as pre-exisiting. I was knocked back again and so i eventually spoke with the dermatologist at the animal clinic and discussed my problem and concerns. They assessed my dog’s medical records and made a report based on their medical opinion which stated that the rash at 10 weeks of age and the environmental allergy at 6 months wasn’t related and couldn’t be classed as pre existing. They submitted their findings directly to PIA on my behalf and i was later contacted by PIA stating that they apologised for the error and their veterinary team had reassessed the issue and found the two matters were unrelated and they would provide cover.

At this point i had been paying out of pocket for all the veterinary/dermatology appointments and was thousands of dollars out of pocket. After PIA contacted me regarding their re-asssement they back paid me most of the costs i had claimed which was such a relief but left me feeling unsure about them. I’ve now been with Pet Insurance Australia for 2 years and haven’t had any further dramas with them and they continue to pay out a good portion of bills claimed.

Pretty good service but premiums have gone up by approx 20% per annum.

We have had pet insurance with Pet Insurance Australia for 5 years - for our Great Dane Dexter.
We have had exceptional service when making claims, I couldn’t recommend them more highly.
Unfortunately for Dexter he has had cancer twice - knowing we could provide him with the very best care, and not be financially burdened has been so important, and now he is a very healthy dog again!
Without having pet insurance we might not have been able to afford to cure his cancer.

Efficiency & payment of claims is great apart from a generic letter which made no sense regarding the swallowing of a foreign object being a "previously existing condition" and therefore denied. They also need to fix up their online Claims History as it is currently dysfunctional but one of the phone support people said they are working on that.

They don't refund the % that they promise on the advertising, and they don't follow up on bad feedback. PIA appear to use delay tactics when dealing with a claim and they waste money on sending letters to customers, which could be done via email.

Policy PI04322190

I've only ever had great experiences with PIA,

Prompt service and definitely worth getting our pets insured with Pet Insurance Australia.

Great service. Submitted claim & was paid in an extremely prompt manner. Very happy.

We have had our little dog molly insured with you for over 9 years. Unfortunately she became a diabetic 12 months ago and without the help of pet Insurance we would probably have had to put her down as we are pensioners. Your prompt attention to our claims is greatly appreciated