Frequently Asked
Questions

Have a look at our most frequently
asked questions below.

Frequently Asked
Questions

Have a look at our most frequently
asked questions below.

What is pet insurance?

At some point in your cat’s or dog’s life they are going to need veterinary treatment. And as most pet owners know, vet bills can be very expensive, in some cases costing thousands of dollars. A PetsOnMe Insurance pet cover plan can help you have peace of mind in affording appropriate care for your pets when they need it most.

Via our third-party liability cover we can also protect against damage caused by your pets to other people’s property or person. And our Wellness Benefits Package covers certain treatments for your pets even when they’re healthy, such as de-sexing, vaccinations, boarding fees and more.

Compare our PetsOnMe Insurance pet cover plans today (dog insurance or cat insurance).

From what age can I insure my pets?

You can insure your pets from the following ages:

  • Accident Plan: 8 weeks of age to 12 years of age
  • Classic and Deluxe Plans: 8 weeks of age to 8 years and 11 months of age

For select breeds, dogs older than 6 years will only qualify for the Accident plan. If your pet (dog or cat) is older than 9 years, they can only qualify for this plan.

What are waiting periods?

Waiting periods are the period(s) stated in your pet insurance policy that must pass from the policy start/inception date before your cover will begin, or from the policy start/inception date that any additional pets are included during the period of insurance.

Our waiting periods are:

  • Zero (0) days: Accident
  • 21 days: Illness
  • 21 days: Poisoning, intervertebral disc disease, ingestion of a foreign object
  • 21 days: Third party liability
  • 21 days: Wellness Benefits Package
  • 90 days: Hereditary conditions
  • 90 days: Cruciate ligament, patella luxation
  • 6 months: Dental

What do PetsOnMe insurance cover and not cover?

Our pet insurance plans cover the cost of veterinary expenses incurred as a result of accidental injury and illness. They also protect against damage caused by your pets to other people’s property or person.

In addition, our optional Wellness Benefits package covers de-sexing, microchipping, boarding fees and much more.

Check our Dog Insurance Plans and Cat Insurance Plans pages for a list of what’s covered and what’s not.

Does Pet Insurance cover accidents?

Yes – after all, accidents happen. Especially when you have an unpredictable animal on your hands!

Rest assured each of the PetsOnMe Insurance pet cover plans includes accident cover. This means our pet insurance covers the cost of treating your beloved pets for injuries sustained in an accident. This includes things like choking, being hit by a car and other unforeseeable incidents.

Is dental care covered?

Our Deluxe Plan offers $500 worth of dental cover at no extra cost on your policy. This is available after a six-month waiting period. Dental is not covered on your Accident or Classic Plans unless caused by a serious or traumatic accident.

Does your pet insurance cover illness?

PetsOnMe Insurance Classic and Deluxe pet insurance plans cover veterinary expenses incurred as a result of illness, including illnesses arising from hereditary conditions, after the required waiting period has passed. Our Accident Plan does not.

An illness means an unexpected sickness or disease, or any change to your pet’s normal healthy state. This could be an upset stomach, a skin condition or an ear infection, or another sickness/disease that is not caused by an accidental injury.

Does PetsOnMe Insurance cover tick paralysis incidents?

Yes. We understand ticks are a major concern for Australian pet parents, so all dog insurance and cat insurance plans cover veterinary expenses for tick paralysis diagnosis and treatment (after your initial waiting period has passed).

Remember: tick and flea prevention should always be a part of your routine pet care regime, no matter what your pet’s age.

Does my plan cover vaccination, de-sexing, or microchipping?

These benefits are covered by the Wellness Benefits Package that you can choose to add to the Classic or Deluxe Plans. This is not available for the Accident Plan.

What is the Wellness Benefits Package?

Our Wellness Benefits Package broadens the reach of our pet insurance offering, via additional benefits that help you pay for some scheduled veterinary procedures and other assistance your pet could very well need.

The add-on package provides value with a $630 total annual defined benefit limit across these areas, to help you keep your fur baby safe and healthy:

  • Advertising and Reward
  • Cremation
  • Vaccination
  • De-sexing/microchipping
  • Boarding fees
  • Replacement for loss due to illness
These benefits are subject to a 21-day waiting period.

You can choose to add the Wellness Benefits Package to the Classic or Deluxe Plans. This is not available for the Accident Plan.

Can I use any vet?

As long as your vet is fully qualified and registered with all the relevant authorities, we will work with them to cover your eligible costs.

Are specialist veterinarian costs covered?

Yes, but you must be referred by your vet.

Do you cover pre-existing conditions, like diabetes?

No, the treatment of any pre-existing condition is not covered. This also applies to any condition diagnosed or discovered during any applicable waiting period.

What is a pre-existing condition?

A pre-existing condition means the condition first occurred or showed clinical signs or symptoms before your pet’s coverage started with PetsOnMe Insurance. Our policies protect your pets against conditions that arise after you take out the policy. As for new accidents and illnesses, cover is available for those that occur after applicable waiting period(s).

What is a congenital condition?

Congenital conditions are congenital abnormalities or developmental defects present at birth that develop throughout your pet’s life. They may not show symptoms right away. Congenital conditions are not covered in your policy.

Do you cover chronic conditions?

We cover prescribed medications up to a set limit on our plans, with the exclusion of medication for pre-existing conditions. This includes chronic condition medication.

Do you cover hereditary conditions?

Yes, after the 90-day waiting period we cover hereditary conditions under our Classic and Deluxe Plans, up to the annual limits as stated in your Certificate of Insurance.

As long as the condition was not present prior to commencing your cover, or during any applicable waiting period(s), it is covered. Hereditary conditions are not covered under our Accident Plan.

My Pet has allergies, do you cover allergies?

We cover allergies, but only when they are a result of an external factor (from outside the body).

For example, if your cat acquired a rash from a plant that he brushed up against in the garden and now he needs skin treatment – that would be covered. However, if your cat is born with asthma and has just had an asthma attack that needs treating, that would not be covered.

Which plan is the best for my pet?

Out of our three pet insurance plans, the Deluxe and Classic plans give your pets the highest level of cover: accidents and illnesses, as well as covering some regular pet health maintenance costs if you opt for the Wellness Benefits Package. Plus, the Deluxe plan has dental cover too.

However, if you’re just looking for accident cover then have a look at our Accident Plan.

Can I upgrade to a plan with higher cover limits if my pet was already diagnosed with a condition while on a different PetsOnMe Insurance plan?

Please give us a call on 1300 489 873 or email insurance@petsonme.com.au so we can talk you through this.

What is a “Select Breed” of dog and why will they cost more to insure?

Select breeds are dogs that present an increased risk of health conditions, which is why they cost more to cover with pet insurance. This is similar to car insurance, where some drivers are considered riskier than others and therefore attract a higher premium.

Select dog breeds include, but are not limited to: Airedale Terrier, Azawakh, Boxer, Beauceron, Bull Terrier, All Bulldogs (i.e. English, American, Australian, Miniature, etc), Dalmatian, Deerhound, Dogue de Bordeaux, Dobermann, Great Dane, Leonberger, All Mastiff Breeds, Italian Corso Dog, Lhasa Apso, Corinne Mountain Dog, Greater Swiss Mountain Dog, St Bernard, Newfoundland, Original English Bulldogge, Rottweiler, Samoyed, Shar-Pei, Weimaraner.

What happens if I adopt a pet and I do not know his/her medical history?

We can only expect you will let us know anything that you would reasonably be expected to know. We also suggest you get your new fur baby a vet check-up ASAP, so you have a better understanding of health problems you may encounter in the future.

What is a third-party liability cover?

Third-party liability provides you with financial cover (up to a limit) if your pet causes loss of or damage to someone else’s property, or death or bodily injury to any person.

With PetsOnMe Insurance, you can rest assured you’re covered by your pet insurance as long as:

  • The injury was not suffered by a family member residing with you
  • The property is not owned by you or anyone residing with you (or in a trust held by you or someone residing with you)
  • The damage or injury occurs in Australia

Does third-party liability cover me if the pet attacks a family or friend who is visiting me?

Yes, but only if your friend or family member does not live on the same property as you.

Do you cover only cats and dogs?

Yes. At the moment, we only cover cats and dogs.

*Refer to the PDS & FSG for full terms, conditions, & exclusions.

How is paying month-to-month different from paying annually?

Paying month-to-month is the ultimate in pet insurance payment flexibility, which is why PetsOnMe Insurance offers customers this option. We don’t think you should be tied to a yearly contract if your budget or other circumstances don’t allow for it.

Month-to-month pet insurance works just like a monthly subscription with no lock-in contracts. This means you can pay for your pet insurance each month instead of paying an annual premium over 12 months.Month-to-month cover renews every month when you pay your premium. And you can cancel at any time without penalties.

You receive all the same privileges as you would if you paid annually. Just remember, the applicable waiting periods still apply if you choose to pay month-to-month.

Do you offer any discount if I insure all my pets?

Yes, if you insure two or more pets under the same policy, we will apply a 5% discount off the total base insurance premium.

How is my premium calculated?

Your premium is calculated on the day your policy begins, at each policy anniversary, or when you change your cover.

For dogs, the premium is calculated using your dog’s age, breed and plan. Note there is a “Select Breeds” list for dogs.

For cats, the premium is calculated using your cat’s age and plan. There is no “Select Breeds” list for cats.

When will my policy start and when can I make a claim?

Your policy will commence on the day that your proposal is accepted by us.

For accidents, you can claim immediately for an accident that occurs after the policy has started.

For illnesses, you can claim for illness conditions that arise 21 days after the start of the policy.

What is the cooling-off period?

If you are not completely satisfied with the cover, you may cancel your policy within 14 days. If you haven’t made a claim during this time, you will receive a full refund.

Can I switch to a better policy?

If you want to upgrade your insurance cover to a better policy, all you need to do is contact our team and go through the necessary steps to switch over your insurance policy for a new one.

How can I pay my premiums?

You can pay your premium by direct debit or credit card. You choose your payment method when you apply.

What happens if I miss a payment?

We will notify you by email, SMS or phone as a courtesy. We may try to charge your account again within 14 days, unless you advise us to charge an alternative credit card.

How do I update my direct debit bank account number or credit card that my premium is being deducted from?

Updating your bank/card details for an existing policy is easy. Simply give us a call at 1300 489 873.

For direct debit updates, you can also email via insurance@petsonme.com.au

*Refer to the PDS & FSG for full terms, conditions, & exclusions.

How do I make a claim?

The steps to make a claim with PetsOnMe are as follows:

  1. Login to the Manage Portal by clicking the Login button in the top right corner of the website, then clicking the Pet Login button.
  2. Then, click on “claims”.
  3. Submit your claim here by providing a few simple details, your vet’s invoice and visit notes. This includes your nominated bank details and account name.
  4. Once your claim is submitted the portal will display your claim number.
  5. You will be kept up to date on the progress of your claim via email.

How long do I have to submit a claim?

We recommend you submit your claim as soon as practical, so that we can reimburse you or your vet ASAP. We say within 12 months, but don’t wait that long; let’s get you reimbursed!

What excess applies to my claim?

The excess that is shown on your Certificate of Insurance will be deducted from each claim you make. There is an option of $50, $100 and $150 at time of policy purchase, for all our plans.

How long do you take to approve my claim?

In most cases, we’ll provide a decision and process your claim within 2 business days of receiving all required documentation.

Can you pre-approve the vet bill before the treatment happens?

We recognise that sometimes it can be difficult to pay vet bills, especially if something serious has happened to your precious pet and the bill is going to be large. You will need to contact us to discuss your situation. Please call us on 1300 489 873 or email claims@petsonmeinsurance.com.au – at PetsOnMe Insurance, we’re here to help.

What are the waiting periods for claims?

Waiting periods are the period(s) stated in your pet insurance policy that must pass from the policy start/inception date before your cover will begin, or from the policy start/inception date that any additional pets are included during the period of insurance.

Our waiting periods are:

  • Zero (0) days: Accident
  • 21 days: Illness
  • 21 days: Poisoning, intervertebral disc disease, ingestion of a foreign object
  • 21 days: Third party liability
  • 21 days: Wellness Benefits Package
  • 90 days: Hereditary conditions
  • 90 days: Cruciate ligament, patella luxation
  • 6 months: Dental

*Refer to the PDS & FSG for full terms, conditions, & exclusions.

Who is PetsOnMe?

PetsOnMe is the first Australia-wide marketplace for pet owners, launched in 2007. We know what fur parents expect when it comes to pet insurance, because we asked our member-base of over 52,000 pet owners

Who is our underwriter?

Our underwriter is Pacific International Insurance Pacific International Insurance. Pacific International Insurance has been helping Australians protect what is important to them since 2001.

Read about Pacific International Insurance and its stable and secure underwriting position here.

How do I lodge a complaint?

In the first instance, please email your complaint to insurance@petsonme.com.au. Please remember to provide us with your name, policy number and full details relating to your complaint

*Refer to the PDS & FSG for full terms, conditions, & exclusions.

Can my dog be looked after for a long period?

Yes, there are no restrictions on length of stay. Simply contact the minder and enquire if they can look after your dog for the period that you require.

What is the PetsOnMe Guarantee?

Our guarantee is simple - find a loving minder or walker for your dog or your money back. We also provide the following:

  • Photo Updates of your dog's stay - your minder can send SMS or email updates, whichever you prefer.
  • Dedicated Support Team - We are on hand in the unlikely event of last minute cancellations or for any help that may be needed.
  • Qualified dog minders - Our minders range from professional pet sitters to passionate dog lovers with years of experience, the choice is yours as to who minds you dog.
  • Reliable dog walkers - Our walkers love dogs and will arrive on time and ready to walk your pooch on-leash and in your local area.

How do I cancel my membership?

We'd be sorry to say goodbye but we'll make sure it's hassle-free. Simply click on the 'my plan' tab when logged into your dashboard and click on the downgrade button, we'll move you back to our free membership and you won't be charged again.

How does PetsOnMe work?

If you're going away or just too busy and need your dog taken care of then PetsOnMe is what you're looking for. We're a marketplace that connects dog owners with insured and reviewed dog minders, walkers and groomers anywhere in Australia.

Our dog walkers will come to your home or office and walk your dog for at least 30 minutes.

Our dog minders offer a cage-free alternative to boarding kennels where your dog is looked after in a real home. This can be for one night or weeks at a time.

I need my dog looked after whilst I’m away, what's the process?

Firstly, enter your suburb on the homepage and you'll see all the sitters in your area. We recommend reaching out to at least three minders initially. Ask the minders any specific questions you may have and request a meet & greet. Once you have had the meet and greet and you are ready to proceed, navigate to the minder's profile page and click 'book now'. Follow the steps to make payment which will secure the reservation.

Can I find a dog minder with lots of experience?

Yes! We have a wide array of minders available. Many are qualified pet sitters, trainers and breeders whilst others have had dogs during childhood and are looking for the joys of again having a canine companion. We also have families who are 'trialing' having a dog of their own. There's one thing all our minders have in common and that's a great passion for dogs.

What do I need to bring when I drop off my dog overnight care?

Most importantly, you need to bring enough food for the dog's stay as changing your dog's diet can upset their tummy. You should also supply a leash and comfortable bedding. Treats and toys are optional and it's best to discuss this with your minder.

How much is it for my dog to be looked after?

Most of our minders charge between $25 - $43 per dog per night for dog boarding & pet sitting and $25 for half hour private walks. We can assist with negotiating rates for two dogs or extended periods, just reach out to us via the support button on the bottom right of this page. For regular users we also offer membership plans which offers discounted pet care. Refer to the pricing page for further information. Dog boarding and pet sitting includes daily walks at no additional cost.

Will my dog be exercised?

Yes, daily walks by the minder are included in the nightly rate. Unless you request otherwise most minders walk for 30 minutes twice per day though its best to confirm this with your minder.

I have found a great minder through the free search, how do I make contact?

Easy. Just click on the green 'book' button on your preferred minder's profile, select your required service, tick next to your dog's name and then click 'add to cart'. You will then be prompted to make payment.

How do I contact a minder or walker?

On the search results page click on the 'contact' button below the minder's profile pic. If you are already on the minder's page click 'talk to minder'. This will take you to the chat page where you can message your preferred minders.

Can I choose what breed and size of dog I prefer to mind?

Yes, being a dog minder is very flexible so you can choose your preferences but remember the more flexible you are the more contact you will receive from dog owners. You can always arrange a meet & greet with the owner in advance so you can see if the dog is suitable and decide then.

How do I cancel my account?

When logged in, under the 'my jobs' tab simply switch off the services you no longer wish to offer using the toggle under each service.

I’ve just received a booking, what do I do now?

If you have not already spoken to the pet owner reach out to them to set up a meet and greet. On the day of the booking, when the pet is in your care don't forget to initiate the booking by going to 'my jobs' and clicking on the 'i' symbol next the booking, then click 'commence'.

Who pays for the dog food?

The owner is required to supply all food for the stay. Remember to remind the owner to bring along enough food for the stay and for extended stays discuss options with the owner directly such as purchasing food and keeping the receipts for reimbursement.

I am only available on certain days of the week, can I still mind?

Yes, as a minder you have your own interactive PetsOnMe calendar which allows you to manage all your reservations as well as schedule in those periods when you are unavailable.

How do I get paid?

At the conclusion of the stay go to the 'my jobs' page in your account and next to the booking click on the red star. You will be asked to review the pet, this will trigger the funds to your account and make them available for withdrawal under 'my withdrawals'.

Once I have joined how do I start minding dogs?

Members will contact you directly through our platform. We will notify you by email and SMS whenever you receive a new message though be sure to login to your dashboard regularly to see the latest news and updates as well as to keep your calendar up-to-date.

So how does PetsOnMe work?

Glad you asked and it's very simple! We are a marketplace that connects travelling dog owners with people like you - minders who will look after dogs either in your own home or in the pet owner's home. You set your own rate and all food and equipment is supplied by the owner and all you have to do is provide the TLC. You can also choose just to offer walking if you prefer.

What if I’m unsure if the dog is suitable for me to look after?

We recommend you arrange a meet & greet with all new dogs before you commit to the stay. This ensures you can be 100% comfortable and also lets the owner meet you and learn what you can offer. Its very casual and usually only takes 15 minutes. Remind the owner to bring the dog along for the meet & greet as we find this eliminates almost all future problems.

How can I receive even more reservations?

  • Firstly, ensure that your profile is full of information about yourself and what you offer. Especially important is that you have added a profile picture and images of where the dogs will be kept (your backyard for example). 90% of member enquiries go to those minders who have multiple images on their profile page.
  • Then, connect your profile with Facebook, this gives your 'online image' credibility and also adds authenticity to your profile.

Can I join as a dog minder and dog walker?

Yes, if you think you can handle walking the dogs that you're looking after in your home as well as walking others then we welcome you to join as a minder and walker.

I run a dog walking business. Can I list my business on PetsOnMe?

Yes, you sure can. We do require that you join as an individual (using your own name rather than a business name) and to be fair to our other minders we don't allow company websites to be listed.

What is the difference between being a minder and a walker?

Dog Walkers only walk dogs rather than offering full overnight care in the minder or owner's home. Walkers pick the dog up from their home and take them out for anywhere from 30 minutes up to a few hours at a time. You set your own rate and you can even offer additional services like feeding and collecting mail.

Can’t find what you’re
looking for?

Contact us

Worry-free pet care Australia-wide

We’ll help you find a local, insured dog minder to look after your fur-baby. You can meet the minder before the stay and we offer a 100% money back guarantee.