Frequently asked questions

We have a number of plans with extra cover options to choose from. You can choose to get cover for accidental injury and illness or just accidental injury. We also have a free 6 week option for puppies and kittens. Vet treatment covered includes surgery, hospitalisation, diagnostic tests, nursing, imaging, medication and physiotherapy.

Check the  PetCare policy document,  AcciPet policy document or FreeCover policy document  for full details.

There are exclusions and limits to cover on all our policies. There are also annual benefit limits, a sub-limit (for cruciate ligaments) and stand-down periods. You should read the   PetCare policy document,  AcciPet policy document or FreeCover policy document  for full details.

No, pre-existing conditions are not covered and this includes any condition/s that develops during the stand down period.

Yes.

Yes. For infant pets aged between 6 and 26 weeks, we have 6 weeks FreeCover. You can start your pet on PetCare from 8 weeks of age, but they will need to be signed up before they turn 7 years of age. For AcciPet your pet just needs to be over 8 weeks old, but there is no upper age limit for sign up. Once they’re insured with us, we’ll continue to provide cover until the policy is cancelled.

Not on our base plans. You can however add day-to-day care to your PetCare policy as extra cover. This allows you to claim up to $75 per treatment (up to a total of $300 each year) for qualifying treatments, such as vaccinations and desexing. 

Your co-payment is the percentage of your vet bill that you agree to pay each time you claim, and we will reimburse you the rest. For example, if you choose a 20% co-payment, you will pay 20% of each claim and we will reimburse you 80%.

Your excess is the amount you have chosen to pay each policy year before you will receive reimbursement from us. Your excess applies only to the base policy (not extra cover) and is applied prior to your co-payment. Once you have paid your excess, it will not apply again until the following policy period.

Yes, our PetCare plan covers those vitamin and mineral supplements that are listed in our Vitamin and Mineral Supplement Schedule as long as they are prescribed by your vet as part of a qualifying treatment.

Reimbursement is subject to any applicable benefit limit, excess and co-payment and the terms and conditions of your policy.

Yes our PetCare plan covers inherited conditions, which are genetic conditions passed down through the bloodlines from parents and grandparents to their offspring. Hip Dysplasia is a common example. It doesn’t cover congenital conditions – see below.

Only dogs used for pig hunting can’t be insured under PetCare or AcciPet.

We do insure other working pets, such as guide dogs, assistance dogs and breeding pets.

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

We calculate your premium using your pet’s age, breed and plan. There are a number of reasons why some breeds cost more than others, including genetic pre-disposition and size.

Changing your annual benefit limit, excess and co-payment, and adding or removing any extra cover option will change the premium you are charged.

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

If you pay by direct debit, you’ll get our direct debit discount. This is 2.5% off your premium.- You can read our discount terms and conditions  to learn more.

If you’re already with us and would like to switch to direct debit, fill out a  direct debit authority form. You can also call us on  0800 800 836. 

Yes, Southern Cross Health Society members can get a 2.5% discount when you tell us you’re a member when  buying online or  over the phone. If you’re not a Southern Cross Health Society member when you buy your pet policy but you become one later, you’ll need to tell us to make sure this member discount is applied from your next renewal (it won’t be applied automatically or immediately). You can read our  discount terms and conditions  to learn more and check if you’re eligible.

Yes, you can get a 5% discount for each additional pet you insure with us when you tell us you’ve already got a Southern Cross Pet Insurance policy. Your 5% additional pet discount is applied to any additional pet(s) you insure with us (or the policy or policies with the lower premium if you are applying to insure multiple pets at the same time). You can read our discount terms and conditions  to learn more and check if you’re eligible.

Yes, when you take out a Southern Cross Pet insurance policy and choose to pay by direct debit, the 2.5% discount will automatically be applied to your premium. You need to pay by direct debit for the whole policy period (12 months) to receive this discount. If you stop paying by direct debit partway through this period, you’ll need to repay the discount already applied, in your next premium. You can read our  discount terms and conditions  to learn more and check if you’re eligible.

We offer discounts if you pay by direct debit, if you are insuring an additional pet with us or if you are a Southern Cross Health Society member. If you think you’re eligible for the additional pet and/or member discount(s) you need to tell us when you apply for a policy, or when your policy renews for those discounts to be applied at the start of that policy period. If you tell us partway through your policy period, the discount won’t be applied until your next renewal. The direct debit discount applies automatically. You can read our discount terms and conditions to learn more and check if you’re eligible.

You’ll need to apply for a new policy for your 2nd pet and the easiest way is to do this is to  apply online. Please use the same name & contact details that you used for your existing pet so we can identify you for the additional pet discount (and tick the box saying you already have a pet insured with us). You can also contact us on 0800 800 836 if you would like to arrange cover over the phone.

Yes you can increase or decrease your cover when your policy renews every year. It’s a good idea to call us beforehand to check what options you have and to ensure you fully understand how this will affect your cover.

For more information on increasing or decreasing your cover, read this article.

Updating your bank account number for an existing policy is easy. Simply click here to complete a direct debit form with your new details. These changes will take up to 3 working days to take effect and we will email you to let you know that we have made the changes for you.

Updating your credit card number for an existing policy is easy. Simply phone us on  0800 800 836  with your new number and we will make the changes for you.

It’s very easy to make a claim. Find out how to make a claim in 3 easy steps. We aim to pay claims as quickly as possible.

Our policies are set up on the basis of “you pay your vet and then we reimburse your claim”. We can assess your entitlements more accurately when the treatment or procedure has been performed and we have all the necessary information to hand. However, we recognise that there may be occasions when you need an indication of cover prior to going ahead with treatment. In these cases, if there is a clear diagnosis and treatment plan (or quote) from your vet, we will do our best to provide an indication of cover but will need a copy of the relevant clinical notes/history records beforehand. We are unable to provide an indication of cover prior to diagnosis. 

No, you’re all good. Our Pet Insurance plans will cover all your lives.

Probably not, but do keep at it – we love watching you try on the internet.

We don’t know, it’s never happened!

Oh yes, you are! Yes, you are! That’s why we want to look after you so much.