Your premium is calculated when your pet insurance policy begins, and at each policy renewal:

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 benefit percentage applicable to the cover you have chosen, the species, breed and age of your pet and other factors related to our cost of doing business.

Renewing policies: Factors that are taken into consideration for renewal premium calculation include your pet’s age and breed, as well as data relating to the health of pets that are of a 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.

Further details on the factors used to calculate your premium are detailed in your PDS which can be found in My documents

If you miss a payment you will be notified by SMS, email or letter.

A policy may be cancelled due to non-payment if a payment is unsuccessful on three separate occasions. If you receive communication from us regarding a missed payment, make sure your payment details are up to date. You can update your bank details through your Pet Portal or contact us to discuss your payments.

With a lot of pet parents doing it tough at the moment, we're here to help. If you’re experiencing financial difficulty or are vulnerable for another reason and need help, please contact us at help@petsure.com.au.

Bear in mind that if your premium cannot be paid (for example there is not enough money in your nominated account) your bank may dishonour that payment, and you may be charged a dishonour fee by your bank. Neither Hollard nor PetSure will be responsible for dishonour fees charged by your bank or financial institution should this occur.

If you pay your premiums by direct debit, a valid claim will be paid directly into your nominated bank account.

If you pay your premiums by credit card, a valid claim will be paid by cheque if you don’t provide us with reimbursement account details.

You can add a reimbursement account here.

You can pay by credit card or by direct debit from a bank account.

For your convenience, you can choose to pay your premiums fortnightly, monthly or annually.

The best way to request a change to your payment date or frequency is by contacting us to discuss your payment options.

We will do what we can to find a payment schedule that suits your needs.