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Guide Dogs Pet Insurance helps you protect your four-legged friends.

  • Up to 85% of eligible vet bills back1
  • Help support Guide Dogs Australia
  • Three levels of cover to suit your needs

Frequently Asked Questions

We’re committed to making pet insurance easy for you. Can’t find an answer to your questions here? Request a call back to chat to one of our friendly staff.

Yes, we’ll continue to provide cover for chronic, recurring or lifelong conditions such as cancer or arthritis for your pet if you continue to renew your policy with us each year with no break in cover, and so long as the condition was not identified prior to the commencement of the policy or within one of the waiting periods (Pre-existing Condition). Benefits for these conditions are subject to the annual policy limits and subject to general policy exclusions.

There is no pet upper age limit for Basic Care cover, but if you’re wanting to protect your pet with Guide Dogs Pet Insurance’s Premium Care or Comprehensive Care, your dog, cat, or Registered Guide Dog must be under the age of nine years old.

If your pet is covered before they turn nine, they’ll be insured for life provided you pay for your premiums. Puppies and kittens under the age of eight weeks are not able to be insured on any Guide Dogs Pet Insurance policy.

Yes, if your dog or cat didn’t show symptoms or clinical signs of these defects before you took out the cover or within the first 30 days of holding cover.

If you choose the Guide Dogs Pet Insurance Premium Care cover with optional Routine Care cover you’ll be eligible to receive benefits that cover part of the cost of preventative services such as desexing your dog or cat, microchipping and annual vaccination.

Depending on the annual limits of your chosen insurance plan, you will receive back either 75%, 80%, or 85% of the total costs of your dog or cat’s eligible treatment. If you choose an excess, this will also be deducted from your claimable amount.

Yes. Your pets can see any licenced vet in Australia with Guide Dogs Pet Insurance.

Depending on which plan you choose, Guide Dogs Pet Insurance covers both minor and major accidents and illness such as ear infections and bee stings, and broken bones and cancer (subject to any exclusions under the policy such as pre-existing conditions).

By adding Routine Care Benefits to your Guide Dogs Premium Care cover, you can also cover your dog, cat or Registered Guide Dog for preventative care such as flea, tick and worm control, vaccinations and teeth cleaning.

You have an obligation-free, 30-day cooling off period from the start date of your policy to review and cancel if you choose. If we’ve received your premium in this period, we’ll give you a full refund if you haven’t submitted or received payment for any claims.

An illness means a sickness or disease diagnosed by a vet, which is not included under Accidental Injury cover. This could include such ailments as an upset stomach, a skin condition or an ear infection. Illness is covered in all Guide Dogs Pet Insurance policies.

Accidental Injury means physical harm or injury arising from an Accident, such as a broken bone, snake bites, or lacerations caused in a dog fight.

Like most insurance policies, some conditions are excluded. Guide Dogs Pet Insurance does not cover behavioural problems, elective procedures, food and diets, grooming, pregnancy and any pre-existing conditions your pet showed clinical signs of before you took out the insurance, or during the Waiting Period. Third Party Liability is only available for Registered Guide Dogs.

For accidents, your policy will start at one minute to midnight on the day you choose to start your policy. You can start claiming for events covered under the Accidental Cover section of the policy for any accident that occurs after the start date.

You can claim for illnesses for your dog or cat that first occurred 30 days after the start date of the policy. And for cruciate ligament conditions, there’s a six-month waiting period beginning from the start date of the first policy period, regardless of what caused the condition. You can have this waiting period waived subject to a vet examination confirming that your pet has not displayed previous signs or symptoms of a cruciate ligament condition.

Any cat, dog or Registered Guide Dog aged eight weeks and older. Once your dog or cat is approved, you can continue to cover them for life as long as there is no break in cover.

Guide Dogs Pet Insurance is promoted by Royal Guide Dogs Australia, and distributed and promoted by Greenstone Financial Services Pty Ltd (GFS). It is underwritten by The Hollard Insurance Company Pty Ltd (Hollard) and administered by PetSure (Australia) Pty Ltd (PetSure).

Guide Dogs Pet Insurance’s underwriting partner, The Hollard Insurance Company, is a member of the international Hollard Insurance Group, with 6.5 million policyholders worldwide. PetSure is the leading Australian pet insurance underwriting manager and administrator.

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 have chosen, the excess selected, the benefit percentage applicable to the cover you have 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.

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: 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 calculation of premiums.

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.

No. Pet insurance does not 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 is not 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 and government rebates and subsidies, which is not 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.

GapOnly allows your vet to lodge your claim during your visit, which is assessed in approximately 10 minutes. Once the claim for your insured pet has been processed and a benefit outcome is calculated, you simply pay the gap. That’s the difference between the vet’s invoice and your insurance benefit amount, so you don’t need to worry about being out of pocket while your claim is being processed.

Firstly, check that your vet is enabled by visiting gaponly.com.au. If they are, simply let your vet know that you’d like to submit a GapOnly claim the next time you are there. To minimise delays, it’s best to let your vet know that you intend to make a GapOnly claim as early as possible so they can prepare your claim ahead of time.

You can request a pre-approval (from any participating vet practice) prior to your pet's treatment, or have your claim processed ahead of picking up your pet from the vet. Pre-approvals can be lodged Monday - Friday 8:00am – 8:00pm, and Saturday 8:00am – 5:00pm AEST (excluding NSW public holidays).

You can contact your current vet and ask if they offer GapOnly, or simply visit gaponly.com.au.

When GapOnly isn’t available, an electronic pet insurance claim can either be made online by your treating vet or you can submit the claim yourself via your online pet portal (https://www.guidedogsinsurance.org.au/claims). Claims would then be assessed and paid in the form of reimbursement of any eligible vet bill.

If the claims assessment concludes a $0 benefit, you will need to pay your vet for the full invoice amount. If you’re not totally happy with the outcome of a claim decision, we will do our best to work with you to resolve it. You can get in touch with us by calling one of our trained consultants on 1300 613 450. Alternatively, you can put your concerns in writing, care of Guide Dogs Pet Insurance, Locked Bag No. 9021, Castle Hill NSW 1765, Fax Number: 1300 738 979 or email: claimreview@petsure.com.au. Remember to provide us with your name, policy number and full details relating to your concerns. Further detailed information about our complaints process can also be found in your Policy Booklet.

GapOnly claims are available at participating vets Monday – Friday 8:00am – 8:00pm, and Saturday 8:00am – 5:00pm AEST (excluding NSW public holidays). When GapOnly isn’t available, your vet may be able to submit an electronic pet insurance claim instead.

A GapOnly claim made in a vet clinic will take around 10 minutes to process. If the claim is likely to take a little longer, the vet clinic staff will let you know so you can decide whether you’d like to wait or not. If you’re not able to wait, you will be required to pay your vet the full invoice amount so your vet clinic can adjust your GapOnly claim to a standard electronic claim, and your insurance provider will consider the claim and reimburse you the calculated benefit of an eligible vet bill.

GapOnly works in partnership with participating vets, and as long as your vet is GapOnly enabled, you can use it for all eligible vet fees covered in your policy.

Yes, you can ask your vet to submit a GapOnly claim so you don’t have to wait for your claim to be processed when you pick up your pet. Simply let your vet know when you drop off your pet that you’d like them to submit a GapOnly claim for your pet’s treatment and, if available, they can arrange this for you.

  1. Pre-existing conditions excluded.