FAQs

We've answered pet parents' most frequently asked insurance questions to help you find answers faster.

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Cancellation

Get in touch with as soon as possible to action the cancellation. Cancellations cannot be backdated and will be handled in line with the policy terms and conditions.

We do offer pro-rata refunds for cover already paid for that falls after cancellations date; this amount minus any fees will be refunded to the account where the original payment was made from.

To protect all parties concerned, we must have all cancellation requests in writing. This can be done by email.
You are able to cancel your policy at any time. Any policy that is cancelled during the 21 day cooling-off period will be refunded any premiums paid since the commencement of the cover. 

 To cancel your policy email  [email protected] or give us a call on 0800 255 426

Petcover policies can be cancelled at any time (however, you may have to wait if there are claims pending).

Policies

Policies can be paid either annually or monthly via direct debit or credit card.

At policy commencement, Petcover may limit cover for a conditionfor a period of timebased on what your pet suffered from before coming into the cover.

The decrease in benefits can be done at any timewhile increases need to be done at renewal.

When increasing the benefits of the increase may have exclusions, based on previous claims history.

Petcover offers both fixed excess and % excess policies, depending on your budget and/or the level of risk that you wish to assume. A fixed excess means that you pay a prescribed amount of any claim.

The non-refundable amount you will be required to pay for claims covered under your policy.

Some of our policies have optional extra death benefits and /or day-to-day benefits.

Unfortunately not. Our insurance covers what happened (or is related to what happened) before the policy started.

Petcover policies cover unexpected accidents, injuries and illness, provided that they are not pre-existing nor showed clinical signs in the stand-down period.

Premiums

Please follow the link, contact the office [email protected] or call us on 0800 738 628.

For humans, there are a large number of government subsidies so that the accounts you see are not the full price of treatment. GPs visits are subsidised, medications paid for via Pharmac and ACC addresses accident expenses.
With vet visits, the pet owner pays full price for all treatment.

Flybuys points accumulate in multiples of 1 point per $25.00 paid with any unallocated premiums carried forward to the next instalment.

Your Flybuys number can be added at any time but points start collecting at either policy commencement or policy renewal date.

There is no discount for paying annually. Paying monthly incurs no additional charge.

Premiums are calculated on many factors such as your pet’s age, breed, location, individual claims history and level of cover chosen. 

There are multiple reasons why some breeds cost more than others, including genetic predisposition, activity levels, even the size of the pet, dogs especially. 

Claim

An accident is a sudden, unexpected, unusual specific event which occurs fortuitously at an identifiable time and place and is unforeseen and unintended. It is not of a gradual nature.

We will contact you by email or phone  to confirm the claim outcome.

These are treated no differently from other conditions.

Possible hold-ups can be due to incomplete documentation.

Please Note:  All first claims require a full Veterinary history.

We are unable to pre-approve claims. As before the treatment is made, there is no invoice (financial loss) and no supporting treatment notes.

You are free to use the NZ registered veterinarian of your choice.

Yes, when you fill in the claim form, there is a section you complete to advise who to make the claim payment to. This can be the vet, and if requested, they will be required to supply their bank details when completing their part of the claim form.
Claims are paid directly into the bank account by bank transfer.

Once we have all the complete information, claims are usually settled within 48 hours.

Claim forms for pets are available to download from our make a claim page. Send the completed form along with the invoice and vet notes to [email protected]

You can update your details online through mypolicy-nz.petcovergroup.com/nz/update-your-policy-details ,  email us via [email protected] or ring us on 0800 255 426.

 

 

Your policy document’s terms and conditions detail the exclusions specific to your policy and their exclusion review waiting period. Once your exclusion review waiting period is over contact [email protected] to request a review, and we can determine what information is required.

Petplan

We’ll be sending you the same documents as a standard Petplan renewal; however, the brand name will now show as “Petcover 

Your Policy number will change but remain in a similar format with a series of letters of numbers i.e. ABCD001 changes to ABCD-0003. 

All claims will continue to be handled as normal with our team of experts.  If you need to make a claim following your renewal, you can download a claims form here: Make a claim 

Your premium will be charged exactly as it would have been under Petplan.  There are no premium related changes as a result of the change from Petplan to Petcover.   Any change to your renewal premium is following a review of our data.   

Your policy product name will change but your cover, excess, age contributions and premium charged will remain exactly the same as if it were renewed under Petplan. 

Petplan PDS’ are available to download here-

Dog & Cat:
Essential Plan
Classic & Ultimate

Horse:
Horse & Pony
Third Party Liability

 

 

Get in touch

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Telephone: 0800 255 426

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