Below are the frequently asked questions about Guide Dogs Pet Insurance


Policies & Cover FAQs


Are breed specific illnesses excluded by Guide Dogs Pet Insurance?

No, Guide Dogs Pet Insurance does not apply any breed specific illness exclusions. All of our exclusions are solely based on the health history of your pet prior to the date that your application is accepted (there is a 21 day waiting period on illnesses, please refer to your PDS for details).

What is a select breed of dog?

Just as some dogs cost more to feed, some also cost more in veterinary care. We call these ‘Select Breeds’. The following dogs are considered ‘Select Breeds’: Bandog, Bavarian Mountain Hound, Bergamasco Shepherd Dog, Briard, Blood Hound, Boerboel, Beauceron, Bernese Mountain Dog, Bracco, All Bulldogs (i.e. English, American, Australian, Miniature, etc.), Bull Arab, Deerhound, Dogue de Bordeaux, Entlebucher Mountain Dog, Estrela Mountain D og, Grand Blue De Gascoigne, Great Dane, Greater Swiss Mountain Dog, Hamiltonstovare, Hungarian Kuvasz, Irish Wolfhound, Komondor, Maremma Sheepdog, Leonberger, All Mastiff Breeds, Newfoundland, Old English Sheepdog, Polish Lowland Sheepdog, Pyrenean Mountain Dog, Rottweiler, Russian Black Terrier, Shar Pei, St Bernard or any crosses of these breeds.

*Please note, customers insuring Shar Pei’s will be asked to provide a full clinical history from the vet before we are able to insure them.

How much will I get back if I claim?

Guide Dogs Pet Insurance will provide the highest rebate on your pet’s eligible vet bills for the treatment of an injury or illness, less non-claimable items and the fixed excess of your plan.

Does Guide Dogs Pet Insurance cover congenital and hereditary conditions?

Yes, Guide Dogs Pet Insurance covers veterinary treatment for congenital and hereditary conditions, providing the condition was not showing clinical signs prior to cover commencing, or within the 21 day waiting period.

Guide Dogs Pet Insurance covers Alternative Treatments?

Guide Dogs Pet Insurance will cover Acupuncture and Homeopathy, Chiropractic, Hydrotherapy, Osteopathy, Physiotherapy and treatment for behavioural illnesses, if it is part of the treatment for an injury or illness.

Am I covered if my dog bites someone or causes an accident? Is Third Party Liability included?

Guide Dogs Pet Insurance Dog plans cover Third Party Liability damage up to $1million, $2million or $5million depending on your selected plan. Third Party Liability covers any injury or damage caused by an insured dog, that the owner may be liable for.

Does Guide Dogs Pet Insurance have the highest benefits?

Guide Dogs Pet Insurance’s Dog policy cover starts from $7,000 for Essential cover through to Ultimate cover of $20,000 (depending on your selected plan) in any one year for veterinary treatment. Cat covers starts from $7,000 up to $15,000 in any one year, depending on the plan you select.

What is the waiting period for injury amd illness cover?

Guide Dogs Pet Insurance’s cover starts immediately for accident or injury, providing the accident or injury did not occur prior to acceptance of cover. You cannot claim for any illness that occurs or shows clinical signs in the first 21 day of the cover – this is known as the ‘Waiting Period.’

If my pet was to suffer an ongoing or lifelong condition such as diabetes or epilepsy would it be covered for the life of the pet, or would I only be able to claim for the condition during the first year of cover?

Guide Dogs Pet Insurance has genuine ‘Covered for Life’ insurance for the life of your pet, provided the cover is renewed each year without a break. The number of times you can claim for the same illness is unlimited; enabling you to give your animal the very best in veterinary care regardless of how much it costs. However, the amount for which you can claim in any one year is capped on an annual basis to the maximum benefit amount stated in your policy and a fixed excess will apply to any claims made. On Guide Dogs Pet Insurance “Covered for Life” pet insurance, the excess is payable per unrelated condition (illness), per policy year. Remember, with a genuine “Covered for Life” plan, you get what you pay for – a comprehensive pet insurance policy that will cover your pet’s conditions for life!

Will my pet be covered for paralysis ticks?

Yes, we cover for the treatment of paralysis tick treatment, and it is not limited to a set amount or number of incidents per year.

If my pet is diagnosed with a behavioural illness, will the cost of treatment be claimable?

Guide Dogs Pet Insurance is one of the only pet insurance providers that will cover the costs of treatment of a behavioural condition your vet has diagnosed.

Can I claim the costs of my pet’s vaccinations or desexing?

Guide Dogs Pet Insurance provides peace of mind that your pet will have access to very best veterinary attention should an unexpected injury or illness happen, that you otherwise would not be able to budget for. Routine, preventative or elective care of your pet, such as vaccination, worming and de-sexing can be budgeted for. This is similar to how your car insurance generally does not cover routine service, tyre care or registration fees.

I'm going on holiday – will my dog be covered if I take them interstate with me?

Yes, Guide Dogs Pet Insurance will cover your pet anywhere within Australia and for up to 90 days for all journeys in the period of insurance. This includes the duration of your holiday or business trip and any travel, in and between Australia and an agreed country and return journey home.

If my pet gets sick and the vet has to run a heap of diagnostic tests but nothing conclusive is found, can I still claim for those costs?

Yes, Guide Dogs Pet Insurance will cover the cost of diagnostics even if a diagnosis is not made.

If my Pet needs physiotherapy will that be covered?

Yes, Guide Dogs Pet Insurance will cover physiotherapy when referred and endorsed by your vet and it is deemed necessary to treat an injury and/or illness. Other alternative treatments and therapies covered are Acupuncture, Homeopathy, Herbal Medicine, Chiropractic Manipulation, Osteopathy and Hydrotherapy for up to 10 sessions in total per period of insurance, up to the annual maximum benefit of your selected plan if they are to treat an injury or illness.

If my dog is already sick or has been injured will you cover the treatment if I take out a policy today?

No, insurance is for the unknown and unforseen; no insurance company will provide cover for something that has already occurred prior to taking out cover. Any accident, injury or illness which has already happened or is showing clinical signs prior to commencement of cover, is classed as “pre-existing”. Any illnesses that occurs in the first 21 days of cover (Waiting Period), or any Pre-Existing Conditions are not covered. If your pet was injured or ill at any time before the commencement of your insurance, we will not cover any costs relating to that injury or illness. This applies regardless of whether or not we place any exclusions for the injury or illness in your Certificate of Insurance.

What can I claim for?

Guide Dogs Pet Insurance covers the treatment costs for veterinary fees attributed to accidents, injuries or illnesses which may happen to your pet, provided the condition did not occur prior to cover. After the cover has commenced, cover for injuries and accidents starts immediately on sign up (providing the injury did not occur prior to cover commencement); illness cover begins after the 21 day waiting period.

Will you cover the costs of cancer treatment?

Providing that the cancer is not a pre-existing condition, or an exclusion on your policy, we will cover the costs of the treatment of cancer such as chemotherapy. We do not cover the costs of transplant surgery or stem cell treatments.

If my pet was to get parvo or kennel cough, would that be covered?

We will cover illnesses for which a vaccine is available (i.e. kennel cough, parvo virus, herpes virus or lepto), providing your pet has been vaccinated and that the vaccination is current.


Claims FAQs

How much will I get back if I make a claim?

Guide Dogs Pet Insurance will provide the highest rebate on your pet’s eligible vet bills for the treatment of an injury or illness, less non-claimable items and the fixed excess of your plan.

Does Guide Dogs Pet Insurance have a no claims discount?

As a responsible pet insurer and advocate of responsible pet ownership, Guide Dogs Pet Insurance wouldn’t do anything to discourage our customers from getting their dog or cat treated when they are unwell or injured. It is for this reason that we do not have a ‘no claims discount’, as it may encourage people not to seek vet treatment for fear of losing their potential ‘no claims discount’.

If I don’t get my Pet vaccinated will I still be able to claim if it gets sick?

If you choose not to vaccinate your pet that is your choice, but if the pet was to then get an illness for which a vaccine is available you would not be able to claim for the costs of the treatment as you have not taken all necessary precautions. If you pet is not vaccinated it will not affect you claiming for an unrelated illness.

How long do I have to submit a claim?

We would like you to submit your claim as soon as your pet has been treated by your vet. However, you are required to submit a claim within 12 months of your vet’s invoice date for the relevant accident, injury or illness treatment.

Why does my pet have to have an annual dental check?

Whether you have a cat or dog insurance policy, you must take reasonable precautions to maintain your pet’s health throughout the policy year and to prevent any illness, injury or loss. Therefore you must arrange and pay for your pet to have an annual dental examination and general check-up (including vaccinations) and follow any veterinary advice given by a vet in order to prevent oral disease. By continuing with these regular check-ups, this shows us that you have played your part in caring for your dog or cat, so we can play ours. If you fail to have a dental check and follow any veterinary advice given at the time it may affect a claim for a dental related condition.

Can you pay my vet directly in the event of a claim?

Yes, we can pay the vet directly as long as the treating veterinarian is happy to accept payment in this way. We are unable to direct any veterinarian to accept direct payment on your behalf. Your vet must complete and sign the Direct Payment Section on the claim form for this to happen.

General Enquiries FAQs

How will Guide Dogs Pet Insurance use and store my data?

Guide Dogs Pet Insurance policies are administered by Petplan Australasia Pty Ltd (Petplan) and underwritten by Allianz Australia Insurance Limited. This means Petplan is responsible for the storage and usage of the information for Guide Dog Pet Insurance customers. Your details will be stored on Petplan’s systems to administer your policy and all data is handled in accordance with the Privacy Act. Due to the Privacy Act, Petplan can only discuss your policy details with you or an authorised person (authorised third party) named by you on your policy. Petplan may share your details with other insurance companies, directly or through a number of databases in order to verify information you supply to us and prevent fraud.

For information on Petplan’s Privacy Policy, please click here.

Can I cancel my insurance policy over the phone?

To protect all parties concerned, we must have all cancellation requests in writing. This can be done by email or fax.

Are there any sub-limits on your policies?

Guide Dogs Pet Insurance does not apply sub-limits for veterinary treatment of any illness or injury on any of our policies. However amounts paid under Death, or Alternative and Complementary Treatment benefits like Acupuncture, Homeopathy, Chiropractic Manipulation Physiotherapy and Hydrotherapy, are subject to the maximum benefit of your selected plan.

When will my first Direct Debit payment be due?

Your first payment will be taken immediately after policy and payment details are confirmed to us, as all Guide Dogs Pet Insurance policies are not valid until payment is received. If you choose to pay for your policy in monthly instalments, we require the first initial instalment to validate the policy, which is taken immediately on policy and payment detail confirmation.

If you have any questions regarding your payment details or you wish to change the date your payments are made on each month please contact our customer service team on 1300 131 636.

How can I make an enquiry?

For any enquiries, please call our Customer Service team on 1300 131 636. For our customer service hours, please see our contact page for more information