Frequently Asked Questions2024-04-02T08:11:50+10:00

Kogan Pet Insurance > Frequently Asked Questions

Frequently asked questions

How do I apply to have a pre-existing condition reviewed?2023-06-27T12:58:34+10:00

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.

Can I seek pre-approval of my pet’s upcoming treatment?2023-06-27T12:58:34+10:00

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.

Is my premium calculated the same way as my Private Health Insurance?2023-06-27T12:58:35+10:00

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.

Will my premium increase even if I don’t submit claims?2023-06-27T12:58:35+10:00

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, as well as the specific claims history of their own pet.

Will my premium increase every year?2023-06-27T12:58:35+10:00

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.

How do you calculate my premium?2023-06-27T12:58:36+10:00

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, where you and your pet permanently live, your age and the species, breed, gender of your pet, the current age of your pet, the age you first insured your pet, and other factors related to our cost of doing business. These same factors may be used to calculate your premium when you amend your coverage.

Renewing policies
Factors that are taken into consideration for renewal premium calculation include your pet’s age, breed, location, duration for which your pet has been insured, claims history, as well as data relating to the health of pets of 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.

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

Are cruciate ligaments covered under my policy?2023-06-27T12:58:36+10:00

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.

How do I renew my policy?2023-06-27T12:58:36+10:00

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.

At what age can I start my pet’s insurance?2023-06-27T12:58:36+10:00

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.

Does an excess apply to my cover?2023-06-27T12:58:37+10:00

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.

What are the Cover Information Sheets?2023-06-27T12:58:37+10:00

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.

How do I make a claim?2023-06-27T12:58:37+10:00

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.

What are benefit limits and sub-limits and how do they apply?2023-06-27T12:58:37+10:00

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.

What exclusions apply?2023-06-27T12:58:37+10:00

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

Will I have lifelong cover for my pet?2023-06-27T12:58:38+10:00

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.

What is a bilateral condition?2023-06-27T12:58:38+10:00

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.

Is there a waiting period?2023-06-27T12:58:38+10:00

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

What is a pre-existing condition?2023-06-27T12:58:38+10:00

A pre-existing condition is:

  • A condition that existed or occurred prior to the commencement date of the first policy period or within any applicable waiting period.
  • A condition that you or your vet were aware of, or a reasonable person in your circumstances would have been aware of.

This is irrespective of whether the underlying or causative condition was diagnosed at the time.

Whether it is a pre-existing condition will depend on its nature and experience. If your pet has a temporary condition that has not existed, occurred or shown noticeable signs, symptoms or an abnormality in the 18-month period immediately prior to your claim treatment date, it will no longer be excluded from cover as a pre-existing condition. chronic conditions and several other specified conditions cannot fall within this category.

Can I continue to insure my pet as it gets older?2023-06-27T12:58:38+10:00

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.

How much of my vet bills are covered?2023-06-27T12:58:53+10:00

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).

Can I cancel my pet’s policy?2023-06-27T12:58:53+10:00

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.

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