38959496

Policy Renewal
What's next for

Lilly's policy
26 April 2024
Policy No: MB17720926
Our ref: 01430364-245C
We’d like to continue protecting Lilly.

Hi Miss He,
Just letting you know that Lilly’s cover (no. MB17720926) is due
to expire on 23 May 2024 at 11.59 pm. To ensure Lilly enjoys
continued protection, her policy is set to automatically renew
for a further year.
Your Policy
Enclosed is your new Certificate of Insurance which outlines

your new premium amount and Lilly’s policy details. Please
read through this document, together with your Policy
Booklet to understand the policy terms and conditions, check
the policy limits and cover are still right for you and make
sure all the details are up to date and accurate.*
Your Premium
Your premium is based on a number of factors, along with the

changing costs of veterinary care, and because of these
factors will increase from year to year. Further details are in
your Policy Booklet.
For your convenience, we will debit or charge the renewal

premium from the same Direct Debit account you have
previously supplied. Unless you tell us otherwise, this
authorisation to debit your nominated account will remain for
this policy period, as well as for future renewals.
Your policy will automatically renew each year, subject to the

terms and conditions of the policy. However, you can opt-out
of this automatic renewal process by contacting us using the
details provided below.
Manage your policy and claims online
Don’t forget, you can now easily make claims and manage
your policy via the online Pet Portal. Simply visit
https://petportal-medibank.petsure.com.au/SignIn and click
member login.
Want to discuss your cover options?
If you’d like to discuss other cover options for Lilly or don’t

wish to renew your policy, please call us on 132 331 before 23
May 2024. Or simply email us at [email protected].
Best regards,
Medibank Pet Insurance

Customer Service
*You have a duty to take reasonable care not to make a

misrepresentation when you renew. What that means is that
you need to take reasonable care to review the information
included in your policy documentation (e.g. your renewal
notice, Certificate of Insurance) and to inform us of any
changes, where the information is no longer honest, accurate
and complete. If you are not sure if any of the information
remains honest, accurate and complete, you should take the
time to find out. It is also important to understand that, in
reviewing the information, you are doing so for yourself and
anyone else to whom the information applies.
If you need to inform us of changes to the information set out

in your policy documentation e.g. your renewal notice,
Certificate of Insurance, or if any of it is not clear to you and
you need help, please contact us.
If you do not contact us, we will take it that you agree that
the information remains honest, accurate and complete, so it
is essential that you contact us if you have any doubts.
If you do not take reasonable care in answering our questions
or inform us of changes to the information set out in your
policy documentation, you may breach your duty. If that
happens, your policy may be cancelled, or treated as if never
existed, and any claim may be denied or not paid in full.
You can check the details of your pet’s insurance cover and
update your contact details on the Pet Portal at
https://petportal-medibank.petsure.com.au/SignIn.
This policy is issued by The Hollard Insurance Company Pty Ltd ABN 78 090
584 473, AFSL 241436, arranged and administered by PetSure (Australia) Pty
Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted and
distributed by PetSure's Authorised Representative (AR) Medibank Private
Limited ABN 47 080 890 259, AR 286089. Any advice provided is general only
and does not take into account your individual objectives, financial situation
or needs. Please consider the Product Disclosure Statement (PDS) to ensure
this product meets your needs before purchasing, or choosing to continue
with the product. PDS and Target Market Determination available at
medibank.com.au/pet-insurance.
Certificate of Insurance and Tax Invoice
Issued on 26 April 2024 by, The Hollard Insurance Company Pty Ltd
ABN 78 090 584 473 AFSL 241436
Your Certificate of Insurance
Pet Details
Name Lilly
Species Feline
Breed Domestic Short Hair
Gender Female
Date of Birth 28 March 2023
Policy Owner Details
Miss Xinpei He
U 18 12-26 Willcox St
ADELAIDE SA 5000
Policy Details
Policy Number MB17720926
Level Of Cover Pet Plus with Routine Care
1st Commencement Date 23 May 2024
This Policy's Start Date 23 May 2024 (11:59pm)
This Policy's End Date 23 May 2025 (11:59pm)
Policy Benefits
Benefit Percentage: 80%
Per Condition Excess: $200
Annual Benefit Limit: $25,000.00
Extra Care selected: No
Routine Care (non-insurance benefit) selected: Yes
Consultation Fees Included
Your Certificate of Insurance
Premium Details
Payment Frequency Monthly
Nominated 1st Debit Day 24th
Method of Payment Direct Debit
Premium $32.89
GST $3.29
Stamp Duty $3.98
First Monthly Instalment $40.12
Total Monthly Premium $40.16
Total Annual Premium $481.88
*A $0.73 collection fee per instalment is included in the annual

premium.
This document becomes a Tax Invoice upon payment of each instalment.
Routine Care (non-insurance benefit) (incl. GST)

Routine Care annual limit – up to $165, subject to the following
sub-limits:
$50 annual sub-limit for any TWO of the following:
Desexing, vaccinations or health checks, microchipping,
heartworm preventative, dew claw removal, prescription diets,
teeth cleaning, dental illness treatment, cremation/burial, council
registration fees, alternative therapies, obedience training,
behavioural therapy.
Plus annual sub-limits for each of the following:
$10 Heartworm tests or Blood Screen
$10 FeLv/Fiv tests or Urinalysis
$45 for Flea/Tick/Worm Control
Note: Benefit Percentage and Excesses do not apply to Routine
Care benefits.
This policy and the cover provided by it is issued exclusively to the

policyholder and insured pet printed on this Certificate of Insurance
and is not transferrable.
This policy is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584
473, AFSL 241436, arranged and administered by PetSure (Australia) Pty Ltd ABN
95 075 949 923, AFSL 420183 (PetSure) and promoted and distributed by
PetSure's Authorised Representative (AR) Medibank Private Limited ABN 47 080
890 259, AR 286089. Any advice provided is general only and does not take into
account your individual objectives, financial situation or needs. Please consider
the Product Disclosure Statement (PDS) to ensure this product meets your needs
before purchasing, or choosing to continue with the product. PDS and Target
Market Determination available at medibank.com.au/pet-insurance.
Great news, we’ve increased some of your product
benefits
Medibank Pet Insurance is here to help you with
unexpected vet bills and to make caring for your pet simple.
To keep pace with increased pet industry and veterinary
costs, we are improving your coverage upon renewal.
These changes now allow you to claim on a higher annual
benefit limit of up to $25,000, as well as the removal of
sub-limits on certain items. The following items no longer
have sub-limits#:
• Tick paralysis
• Cruciate ligament conditions
• Consultations
• Emergency boarding
These enhancements will be reflected on your renewal
Certificate of Insurance in this pack. Additionally, your
product name will change to Pet Plus upon renewal of your
policy.
If you don't feel these product enhancements are right for
you and you wish to talk to us about these changes, please
contact us on the details below. To find out more about the
benefits and options we have available like the Extra Care
cover for specified dental conditions and specialised
therapies (available if your pet is under 9 years of age)
and/or excess changes*=, read the Product Disclosure
Statement or contact us.
What does this mean for me?

You will automatically be covered for these product
enhancements+ from your renewal date.
Please note that these product enhancements including the
higher annual benefit limit have not contributed to this
year’s increase in your premium. For more information
about how we calculate premiums, please refer to your
Product Disclosure Statement.
If you wish to review your cover in more detail, please refer
to the renewal Certificate of Insurance included in this pack.
Ready to submit a pet insurance claim?
We have a few ways you can do so, such as:
1) On the spot with GapOnly®^~
2) As an eClaim by your Vet^
3) Log-in to your Pet Portal – your 24/7 policy
concierge
We’re here to help, via:
Telephone: 132 331
Email: [email protected]
#Sub-limits are still subject to the overall annual benefit limit, benefit percentage
and excess (if applicable). Policy terms, conditions, and exclusions apply.
*Subject to policy terms and conditions.
=Eligibility criteria applies to change your excess or the addition of Extra Care. See
PDS for more information.
+Unless you’ve chosen not to automatically renew your policy, your policy will
automatically renew on the policy terms and conditions. If you have opted-out of
automatic renewal, you’ll need to contact us after you’ve received your offer of
renewal if you’d like to renew your policy.
^Available at participating vets.
~If your vet is GapOnly® enabled, let them know you’d like to submit a GapOnly®
claim. See PDS for more information or visit https://gaponly.com.au/.
Combined Financial
Services Guide and
Product Disclosure
Statement
Pet Protect Cover
Pet Plus Cover
Pet Max Cover
Medibank Pet Insurance policies are arranged, distributed and
promoted by:
Medibank Private Limited (Medibank) ABN 47 080 890 259,

of 720 Bourke Street, Docklands VIC 3008. Medibank is an
Authorised Representative of PetSure (Australia) Pty Ltd
(PetSure) (AR No. 286089)
Medibank Pet Insurance policies are arranged and

administered through:
PetSure (Australia) Pty Ltd (PetSure) ABN 95 075 949 923, AFSL
420183 of Level 1, 465 Victoria Avenue, Chatswood, NSW 2067.
Renewals of Medibank Pet Insurance policies first issued before

30 August 2023 are issued by:
The Hollard Insurance Company Pty Ltd (Hollard) ABN 78 090

584 473, AFSL 241436 of Level 5, 100 Mount St, North Sydney,
NSW 2060.
All other Medibank Pet Insurance policies are issued by:

PetSure (Australia) Pty Ltd (PetSure) ABN 95 075 949 923, AFSL
420183 of Level 1, 465 Victoria Avenue, Chatswood, NSW 2067
This Combined Financial Services Guide and Product Disclosure

Statement was prepared on 30 August 2023.
Contents
Introducing your pet insurance 3
How this booklet works 4
What to do first 5
Insurance cover overview 6
Premiums overview 7
Claims overview 8
Product Disclosure Statement 9
1 Your cover 10
Specified accidental injury cover 10
Illness cover 11
2 Additional and optional benefits 12

Emergency pet boarding 12
Travelling in New Zealand 12
Routine care (non- insurance benefit) 13
Extra care 13
3 Waiting periods 16
About waiting periods 17
4 General exclusions 19
Pre-existing conditions 19
Specific treatments and conditions 20
Specific services and procedures 21
Elective treatments and procedures 22
Lack of protection for your pet 22
Consequential losses 22
Expenses related to an exclusion 22
Dental, preventative and alternative care 23
5 Making a claim 24
Asking for a claim pre-approval 24
Making a claim through your vet 24
GapOnly® claims 24
Making a claim yourself 25
Processing your claim 25
How we settle your claim 27
Our right to recover other amounts payable 28
Telling us about other insurance you have 28
How we prevent or handle fraud 29
1
6 Paying your premium 30
How to pay 30
Paying on time 30
Your payment account 31
7 Renewals, cancellations & changes 33

Annual renewal of your insurance policy 33
Cancellation by you 34
Cancellation by us 35
Changing your cover 35
8 Other important information 36

Delivery of your policy documents 36
Your duty to take reasonable care not to make a
misrepresentation 36
Updates to the PDS 37
How we calculate your premium 37
Cooling off period 38
Your privacy 39
How to make a complaint 42
Goods and Services Tax (GST) 43
General Insurance Code of Practice 43
Financial Claims Scheme 44
Financial Services Guide 45

The organisations associated with this insurance product 45
How we’re paid for our services 47
Our compensation arrangements 47
Conflicts of interest 48
Giving us instructions 48
Your privacy 48
How to make a complaint 48
Definitions of important terms 49
Contact details 57
2
Introducing
your pet
insurance
Medibank Pet Insurance offers the following plans in this
booklet:
Plan name Type of cover

Specified accidental injury and illness
cover with optional non-insurance
Pet Protect Cover benefit for routine care and optional
cover for extra care
cover with optional non-insurance
Pet Plus Cover
benefit for routine care and optional
cover for extra care
cover with included extra care cover
Pet Max Cover
and optional non-insurance benefit for
routine care.
Note: Extra care provides cover for specified dental

conditions and specialised therapies.
Your certificate of insurance, which is issued to you when we

accept your application for cover under your policy, tells you
which plan you have.
Your certificate of insurance is reissued when you renew your

policy each year, if you change your details (for example your
address) and if you change your cover (for example changing to
a plan with a different benefit percentage).
Whether you’ve already bought this policy or you’re still

deciding whether you’d like to, please be sure to read through
this booklet.
We’ve kept it as simple as we can, but there are things we need

to tell you about that are a bit more detailed. This is because
your policy is a legal contract between us and you.
Words in italics have a special meaning and these can be found

at the end of this booklet under “Definitions of important terms”
When reading this booklet, unless specified otherwise,
references to:
3
• ‘we’, ‘us’ or ‘our’ for renewals of policies first issued before 30
August 2023 includes Medibank, PetSure or Hollard.
• ‘we’, ‘us’ or ‘our’ for all other policies includes Medibank or
PetSure.
• ‘you’ or ‘your’ means the applicant for a Medibank Pet
Insurance policy and if a policy is issued, the named insured
on the certificate of insurance.
• any legislation contained in the policy includes any
amendment, replacement, re-enactment or successor
legislation.
• singular include the plural and vice versa, and to the
masculine include the feminine and vice versa.
• dollar amounts are to Australian dollars.
• ‘times’ are to the time and business days in Sydney, NSW,
Australia.
How this booklet works

This booklet contains:
• A Product Disclosure Statement, or PDS
• A Financial Services Guide, or FSG
• Definitions of important terms
As well as reading through this information, you should also

check your certificate of insurance, along with any other
correspondence from us.
Note: From time to time, we may also update this booklet with a
supplementary version that contains recent changes or advise
you of changes on our website. This is outlined in the section
about how we make “Updates to the PDS”.
4
What to do first
1
Read through this booklet to make sure you under-
stand everything.
We know you’re interested in how to make claims,
what your policy covers (or doesn’t), how to pay
your premiums or change your cover.
That’s why we’ve included quick overviews of these

things in this first part. There are more detailed
sections about these later in the booklet. You
should also read the detailed sections to fully
understand the terms and information you need to
know.
Any information contained in this booklet is general

information only and does not take into account
your individual objectives, financial situation or
needs. Before acting on this general information
or buying this product, you should carefully read
this booklet and consider the appropriateness
of the general information having regard to your
individual objectives, financial situation and needs.
2
heck that all the information you’ve given us is
C
correct.
Check the details in your certificate of insurance
and contact us straight away if any of these details
have changed or need correcting (like if you’ve
moved house). Our “Contact details” are on the
last page of this booklet. It’s important to ensure
that you haven’t misrepresented anything, even
if by mistake. There’s a section in the PDS about
“Your duty to take reasonable care not to make a
misrepresentation”.
3
Keep your insurance documents together and in a
safe place.
To make it easy for you to access your policy
documents when you need them, file them all
together, where you keep your other important
paperwork or electronic documents.
5
Insurance cover overview
The basics
The only pets we insure are cats and dogs. They must be older
than eight weeks and younger than nine years when you first
apply. Your pet also needs to live with you and be under your
regular care and supervision at the address you have provided
to us.
You’ll receive a certificate of insurance when you take out a

policy with us, when you renew your policy each year, if you
change your details (for example your address) and if you
change your cover. Your policy will continue for 12 months from
its commencement date unless it is cancelled by you or by us.
Your policy is made up of the certificate of insurance, PDS, FSG

and any supplementary disclosure documentation issued by us
from time to time.
Summary of your benefits

Your pet insurance policy provides financial assistance to you
for certain costs and expenses that you incur in relation to your
pet during your policy period, such as:
• eligible vet expenses for the treatment of a condition you
have cover for; and
• other benefits listed on your certificate of insurance, for
example emergency boarding.
Noting that:
• these conditions, their treatment and other benefits need to
be covered by your specific level of cover and must occur
during the policy period;
• the amount we cover is referred to as your benefit
percentage; and
• some conditions and benefits are subject to a benefit limit
and other applicable limits (such as sub-limits or the extra
care limit).
Finally, you’ll be responsible for any excess you have selected,

which is shown on your certificate of insurance.
This is a summary only. You can find out more about the details
and terms of your policy and your cover throughout this booklet
and more specifically in the following sections:
• “Specified accidental injury cover”

• “Illness cover”
• “Additional and optional benefits”
6
You should also know that there are exclusions within your
policy, where we don’t provide cover or provide payment
of benefits. For example, pre-existing conditions, breeding
related expenses and pet grooming. These, along with all other
exclusions, are outlined in the “General exclusions” section and
the “Your cover” section.
Waiting periods
When you take out cover with us for the first time, we set waiting
periods for different conditions and benefits. Waiting periods
also apply after a break or lapse in your cover. If you change
the Medibank Pet Insurance product you have for your pet,
with a different level of cover, waiting periods will only apply to
any conditions and benefits covered by the new product that
weren’t covered under your previous product.
If your pet shows signs or symptoms during the waiting period

for a condition that may or may not need treatment, the
following will happen:
• your pet won’t be covered for any vet expenses incurred in
relation to the condition; and
• the condition may be excluded from your cover in the future
as a pre-existing condition.
You can read more about this in the section about “Waiting
periods”.
Premiums overview
This is a summary only, not the full story. For the details, read the
“Paying your premium” section.
Your premium is the amount of money you agree to pay us for

your policy. You can pay the premium we calculate in a single
annual payment or by regular instalments, e.g. fortnightly or
monthly.
Premiums must be paid on or before the due date. If you have

a direct debit arrangement for regular payments, you’ll need to
keep enough money in your account to avoid any dishonour fees
from your bank.
Please also read the “Renewals, cancellations & changes”

section.
7
Claims overview
Making a claim is simple with these four steps. To read the full
details, go to the section about “Making a claim”
Via the secure Pet Via your GapOnly®

Portal or your vet enabled vet
1 Get your pet the treatment(s) it needs by visiting

any registered vet in Australia.
Pay for the If your vet is GapOnly®
2
treatment(s) and keep enabled, let them know
the itemised invoice(s) you’d like to submit a
and veterinary notes (if GapOnly® claim for your
provided to you) to use pet’s treatment.
when you make your
claim.
Many vets are happy The vet lodges the

to lodge the claim GapOnly® claim, and it’s
digitally on your normally assessed by us
3
behalf, provided you within 10 minutes, where
authorise them and available.
they are able to do so.
Otherwise, simply sign
up and log in to the
secure Pet Portal to
submit and track your
claim.
Once we have all Once the claim has

required information, been processed and if
4
we’ll assess your claim approved, you simply
and notify you of the pay the gap (the
outcome. If we need difference between the
more information vet’s invoice and the
before we can finish calculated benefit) and
your assessment, you’ll go. You can find out
hear from us. more about GapOnly®
here:
www.gaponly.com.au
Note: We’ll notify you of the basis of our final

decision, so you know how we’ve assessed your
claim.
8
Product
Disclosure
Statement
Please read this PDS carefully to understand your cover as it
contains important information such as:
• significant features, benefits and limitations of your

Medibank Pet Insurance policy;
• our internal and external procedures for resolving disputes;
and
• your cooling off period and rights when you purchase a
Medibank Pet Insurance policy.
This PDS was prepared by both insurers, Hollard and PetSure

who are jointly responsible for the entire PDS. Each insurer is
also wholly responsible for their own product in respect of the
described benefits, features, options, limitations, fees and costs
of such products which they issue.
Medibank has given its consent to all statements by or about

them in the form and context in which they are included and
have not withdrawn that consent as at the date of the PDS.
These statements appear throughout the PDS.
Your insurer will be different, depending on the date when you

first purchased your policy.
Renewals of policies first issued before 30 August 2023

Hollard is the issuer and the insurer of each Medibank Pet
Insurance policy. PetSure has been given a binding authority
by Hollard which authorises it to enter into, vary and cancel
policies on behalf of Hollard as if it were Hollard, as well as
manage, administer and settle claims, subject to the limits
of authority agreed with Hollard. Neither Hollard nor PetSure
act for you. Medibank is authorised to arrange, distribute and
promote Medibank Pet Insurance policies, but is not involved in
the assessment or payment of claims. Medibank does not act
for you.
All other policies

PetSure is the issuer and the insurer of each Medibank Pet
Insurance policy. PetSure does not act for you. Medibank is
authorised to arrange, distribute and promote Medibank Pet
Insurance policies, but is not involved in the assessment or
payment of claims. Medibank does not act for you.
9
1 Your
cover
This section is about the range of specified accidental injury
and illness conditions that are covered and not covered for your
pet.
Your cover will be shown on your certificate of insurance, along

with other key information like the benefit percentage, benefit
limit, sub-limits and more. Your certificate of insurance will
also state your selected plan, including any additional benefits
you’re eligible for, depending on the cover you’ve chosen.
Specified accidental injury cover

What we cover
If your pet suffers a specified accidental injury during the policy
period, we’ll provide cover for eligible vet expenses incurred
by you in relation to the specified accidental injury during the
policy period subject to:
• the benefit percentage, benefit limit and sub-limits (if any)
stated on your certificate of insurance;
• the excess amount (if any) stated on your certificate of
insurance; and
• the terms and conditions in this policy, for example waiting
periods and exclusions.
The specified accidental injury must be a direct consequence of

at least one of the following:
a motor vehicle incident;
a burn or electrocution;
a reaction to a bite from an insect, spider or scorpion;
OR
the specified accidental injury must be one of the following:
a bone fracture;
a traumatic tooth fracture;
snake bite toxicity;
ingestion of a foreign object;
poisoning;
a traumatic ligament or tendon injury;
a bite wound or fight wound abscesses;
lacerations or abrasion of tissue, skin or mucous membrane
due to external trauma; or
a cruciate ligament condition.
10
Note: Cruciate ligament conditions are subject to a waiting
period. Please refer to the “Waiting periods” section for more
information.
What we don’t cover

Specified accidental injury cover does not cover vet expenses
that are attributable to or result from the following, no matter
how the item or condition arises:
external parasites such as ticks, fleas or skin/ear mites;
patella luxations (dislocating kneecap);
elbow dysplasia;
hip dysplasia;
intervertebral disc disease (IVDD);
desexing procedure complications;
any tooth fracture resulting from dental disease or where the
treatment for the tooth fracture involves root canal therapy
or dental crowns;
anything listed in the “General exclusions” section; or
anything not listed in the section titled “What we cover”.
Note: Some of the items and conditions listed above, apart

from general exclusions may be covered (where eligible) under
“Illness cover”. Specified dental conditions and behavioural
conditions are eligible for cover under extra care (if you have
this). See the “Additional and optional benefits” section for more
information.
Illness cover
What we cover
If your pet suffers an illness during the policy period, we’ll
provide cover for eligible vet expenses incurred by you in
relation to the illness during the policy period subject to:
• the benefit percentage, benefit limit and sub-limits (if any)
stated on your certificate of insurance;
insurance; and
anything listed in the “General exclusions” section.
Note: Specified dental conditions and behavioural conditions

are eligible for cover under extra care (if you have this). See the
“Additional and optional benefits” section for more information.
11
2 Additional
and optional
benefits
This section is about additional things that may be included or
optional benefits you have access to, depending on the cover
you have chosen. Your certificate of insurance will list which (if
any) of these apply to you. Additional and optional benefits are
subject to your policy terms and conditions, including policy
exclusions.
Emergency pet boarding

If you require hospitalisation or emergency accommodation at
some time during your policy period, there are circumstances
where we’ll provide cover for your pet’s boarding costs incurred
by you at a licensed kennel or cattery.
It is important to note that you’ll need to be the sole carer of

your pet, and not have someone else living with you who can
reasonably be expected to look after your pet.
We’ll then cover the benefit percentage for boarding costs

incurred, subject to the benefit limit shown on your certificate of
insurance in the following situations:
• you require emergency accommodation due to family

violence; and/or
• you are hospitalised for one or more consecutive days
during the policy period, and it doesn’t relate to cosmetic or
other kinds of elective surgery, or for pregnancy (unless it’s
due to an unexpected complication).
You’re responsible for the excess amount (if any) that appears
on your certificate of insurance.
Travelling in New Zealand

If your pet requires treatment for a covered condition during the
policy period while:
• under your direct care; and
• travelling overseas with you in New Zealand, for no longer
than 60 consecutive days,
then we’ll provide cover for eligible vet expenses incurred in
relation to the condition during the policy period subject to:
12
• the benefit percentage, benefit limit, sub-limits (if any), and
extra care limit (if applicable) stated on your certificate of
insurance;
insurance;
• the payment of the benefits under this section in AUD at the
exchange rate applicable on the date your claim is received
by us, excluding any exchange commissions or bank
charges incurred for foreign payments made by you for the
treatment of your pet; and
Routine care (non-insurance benefit)

If you have the routine care benefit option, we’ll contribute
towards the cost(s) of any of the specified routine care items
shown on your certificate of insurance that you have incurred
during the policy period, up to your applicable routine care
limit(s) and sub-limits.
Your certificate of insurance will show if you have the routine

care benefit option, and will also show:
• exactly which routine care items you are eligible to receive
benefits for; and
• your annual maximum limits for routine care (overall, and for
each item).
Note: The benefit percentage and excess does not apply to

routine care items.
Extra care
If you have extra care this will be shown on your certificate of
insurance together with the extra care limit. The extra care limit
is additional to your policy’s benefit limit.
Extra care is an optional benefit for the Pet Protect plan and Pet
Plus plan, and is an included benefit for the Pet Max plan. Extra
care provides benefits as outlined below for specified dental
conditions and specialised therapies.
Specified dental conditions

What we cover
If you have extra care, and your pet suffers a specified dental
condition during the policy period, we’ll provide cover for
eligible vet expenses incurred by you in relation to that specified
dental condition during the policy period subject to:
13
• the benefit percentage and extra care limit stated on your
certificate of insurance;
insurance; and
Cover under this section of the policy is restricted to treatment

for the following specified dental conditions only:
gingivitis;
abscesses; or
removal of teeth where medically necessary due to:
◦ dental disease arising from infection;
◦ retained deciduous teeth;
◦ cavities; or
◦ fractured teeth.
anything which is not listed as a specified dental condition;

any treatment for a specified dental condition, unless there
is a history of annual routine dental check-ups by a vet; or
Note: Specified dental conditions are subject to a waiting

period. Please refer to the “Waiting periods” section for more
information.
Specialised therapies
What we cover
If you have extra care, we’ll provide cover for eligible vet
expenses incurred by you during the policy period for
specialised therapy items, subject to:
• the benefit percentage and extra care limit stated on your
certificate of insurance;
insurance; and
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Cover under this section includes procedures, tests and legally
prescribed medicine for the specialised therapy items below,
when it is deemed necessary by your vet to treat a covered
condition:
physiotherapy or physical therapy (not including

hydrotherapy) carried out under the supervision of a vet or
performed by a qualified animal physiotherapist or vet;
chiropractic manipulation carried out by a staff member
of a veterinary practice, provided the staff member is a
qualified animal chiropractor;
acupuncture carried out by a vet;
hydrotherapy carried out by a staff member of a veterinary
practice in a pool/water treadmill owned by the veterinary
practice, provided the member is a qualified animal hydro
therapist;
treatment of behavioural conditions diagnosed by your vet
or a veterinary behavioural specialist; or
consultations with a veterinary behavioural specialist.
the cost of any specialised therapies used to prevent any

condition;
anything that is not listed as a specialised therapy item; or
Note: Specialised therapies are subject to a waiting period.

Please refer to the “Waiting periods” section for more
information.
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3 Waiting
periods
When you take out cover with us for the first time, we set waiting
periods for different conditions and benefits. Waiting periods
also apply after a break or lapse in cover. If you change the
Medibank Pet Insurance product you have for your pet, with a
different level of cover, waiting periods will only apply to any
conditions or benefits covered by the new product that weren’t
covered under your previous product.
If a condition exists or occurs that may or may not need

treatment during any applicable waiting period, you will not
be covered for the vet expenses incurred in relation to the
condition, irrespective of whether it’s a pre-existing condition, a
previous condition, a new condition or a temporary condition.
Also, the condition may be excluded from your cover in the

future, as a pre-existing condition.
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About waiting periods
Below are our waiting periods. The waiting period starts from
11:59PM on the commencement date of the first policy period
in which you obtained cover for the applicable condition or
benefit as described below.
Item Waiting period
Specified accidental injuries None
Illnesses 30 days
Cruciate ligament conditions

(and conditions arising from this, 6 months
irrespective of their cause or origin)
Specified dental conditions 6 months

(Extra care)
Specialised therapies 30 days

(Extra care)
Routine care items

(non-insurance benefit)
None
Emergency boarding None
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Cruciate ligament condition waiting period waiver
We will agree to waive the cruciate ligament condition waiting
period if:
• your vet sends us a completed and signed Cruciate

Ligament Exam Form within 14 calendar days of the cruciate
examination date, certifying that your pet was examined
by your vet at your expense on or after the commencement
date of the first policy period; and
• the evidence from your vet meets our assessment criteria as
set out in the above form and we confirm this in writing to
you.
Note: You can find the Cruciate Ligament Exam Form at

www.medibank.com.au/pet-insurance/useful-documents/or
contact us for assistance.
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4 General
exclusions
This part of the booklet details what we don’t cover or pay
benefits for under your Medibank Pet Insurance policy, plus a
few things that we only cover in specific circumstances.
These general exclusions are in addition to the items listed in the

“Your Cover” section.
Pre-existing conditions
We do not provide cover or pay benefits for pre-existing
conditions, unless they meet the requirements of a temporary
condition, as outlined below (see “Pre-existing conditions which
are temporary conditions”).
A pre-existing condition is a condition that first existed or

occurred:
• prior to the commencement date of your first policy period;
or
• within any applicable waiting period;
AND
• is a condition that you or your vet were aware of, or a
reasonable person in your circumstances would have been
aware of, irrespective of whether the underlying or causative
condition has been diagnosed.
A pre-existing condition also includes a related condition or

bilateral condition of a pre-existing condition. We suggest you
read more about this, including examples, in the “Definitions of
important terms” part of this booklet.
Note: Pre-existing conditions which are temporary conditions

are treated differently.
Pre-existing conditions which are temporary conditions

If, after any applicable waiting period, your pet has a pre-
existing condition that is a temporary condition which hasn’t
existed, occurred or shown noticeable signs, symptoms or an
abnormality in the 18-month period immediately prior to your
claim treatment date, it won’t be excluded from cover as a pre-
existing condition.
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Hereditary conditions and congenital conditions
Hereditary conditions and congenital conditions won’t be
considered a pre-existing condition if they have not shown
noticeable signs, symptoms or an abnormality at any time
before the commencement date of the first policy period or
during any applicable waiting period.
Chronic conditions
If your pet has a chronic condition that existed or occurred
before the commencement date of the first policy period or
during any applicable waiting period, and otherwise falls
within the definition of pre-existing condition, that condition
will always be excluded from your policy and will never be
considered a temporary condition.
Pre-existing condition review

If at any time you’d like us to check whether a temporary
condition(s) is excluded from cover as a pre-existing condition,
based on the terms of the “Pre-existing conditions which are
temporary conditions” section above, you can apply to us to
check this, using the pre-existing condition review form, which
is available here: www.medibank.com.au/pet-insurance/useful-
documents/ or contact us for assistance.
Your vet will need to certify and provide veterinary records

verifying that the condition is a temporary condition and hasn’t
existed, occurred or shown noticeable signs, symptoms or an
abnormality for a period of 18 months. We’ll let you know in
writing whether or not the exclusion still applies.
Specific treatments and conditions

Unless the relevant item appears on your certificate of
insurance, we don’t provide cover or pay benefits for the
following:
• regular nail clipping or preventative dew claw removal;
• behavioural conditions such as anxiety disorders, phobias or
chemical imbalances.
Note: Behavioural conditions may be eligible for cover under
extra care. Your certificate of insurance will show if you
have extra care. See the “Additional and optional benefits”
section for more information;
• medicated baths and shampoos, unless your vet says they
are medically necessary to treat a condition covered by
your policy;
• accessories, including but not limited to pill poppers, cage
hire, crates, bedding and collars;
• medication not approved or listed by the Australian
Pesticides and Veterinary Medicines Authority;
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• the provision of medication(s) that covers a period of more
than 30 days beyond your policy end date;
• chemical castration, suprelorin implants or other desexing
procedures, unless required to treat the eligible condition
affecting your pet’s reproductive organs;
• breeding or obstetrics;
• orthodontic treatment, crowns, root canal, cosmetic
dental surgery or corrective treatment and odontoclastic
resorptive lesions;
• any disease that affects dogs or cats that is subject of a
biosecurity emergency declaration under the Biosecurity
Act 2015 (Cth);
• any flea/tick/worm preventative treatments or measures,
including but not limited to tick baths, sprays, intestinal
worming products whether recommended by your vet or not;
or
• cell-replacement therapies including but not limited to stem
cell therapy and platelet-rich plasma.
Specific services and procedures

Unless the relevant item appears on your certificate of
insurance, we don’t provide cover or pay benefits for the
following:
• transport or boarding expenses other than those for
emergency pet boarding;
• any travel or repatriation costs;
• shipping or freight costs;
• ambulance fees and non-essential hospitalisation;
• training and socialisation;
• additional costs associated with house calls; if your pet
requires a house call as they are unable to attend a clinic,
our liability is limited to the cost of the treatment had it been
provided at a vet practice during normal consultation hours;
• genetic/chromosome testing; or
• these items and any associated expenses:
◦ any trial or experimental procedures and treatments;
◦ organ transplant surgery, open heart surgery, artificial
limbs, mitral valve and chordae tendineae replacement
surgery and pacemakers;
◦ external fixtures such as wheelchairs;
◦ prosthetics (with the exception of total hip
replacements);
◦ 3D printing; or
◦ an autopsy, disposal, burial or cremation of a deceased
pet.
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Elective treatments and procedures
We don’t provide cover or pay benefits for elective treatment
including but not limited to cosmetic procedures, declawing,
devocalisation (debarking or demeowing), ear cropping, tail
docking, or voluntary euthanasia.
Note: Essential euthanasia is covered under this policy. It is the

humane and necessary euthanasia of a pet which is required as
a result of a covered condition.
Lack of protection for your pet

If you neglect your pet or fail to take all reasonable precautions
to protect your pet from situations that may result in injury
or illness, for example participating in organised fighting or
hunting activities, we won’t provide cover or pay benefits for
those resulting vet expenses.
Consequential losses
We don’t cover you for any consequential loss, including but
not limited to economic loss, loss of enjoyment or any other loss
that’s not specifically covered in your policy.
Expenses related to an exclusion

We don’t provide cover or pay benefits for any expenses
relating to policy exclusions. This includes when a diagnosis is
inconclusive, but the treatment protocol is consistent with an
excluded condition, e.g., treatment for potential miscarriage, as
expenses associated with breeding and obstetrics are excluded
on your policy.
We also don’t provide cover or pay benefits for any

complications of, or adverse reactions to a policy exclusion.
For example, if your pet requires surgery for a patella luxation
condition that is a pre-existing condition, any complications of
that procedure would be excluded from cover.
Note: Complications or adverse reactions to the following

occurrences don’t fall into this category and are covered if you
have cover for illness:
• desexing procedures;
• vaccinations; and
• administering preventative flea, tick and worm control
products.
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Dental, preventative and alternative care
Unless these items are stated on your certificate of insurance,
we don’t provide cover or pay benefits for the following:
• Dental care - dental procedures, dental diseases, gingivitis,
teeth cleaning/scaling, orthodontics, root canal therapy,
crowns, removal of deciduous teeth and any oral disease
(with the exception of oral tumours and tooth extraction
due to stomatitis, where covered under illness cover and
traumatic tooth fractures, where covered under specified
accidental injury cover)
Note: Specified dental conditions may be eligible for cover
under extra care. Your certificate of insurance will show
if you have extra care. See the “Additional and optional
benefits” section for more information.
• Preventative/routine items - preventive and routine items
for your pet, including but not limited to food (regular or
prescription), vitamins / nutraceuticals / supplements,
vaccinations, microchipping, flea/tick/worm control,
grooming and bathing of your pet, and non-medicated
grooming products; or
• Alternative and complementary items - acupuncture,
physiotherapy or physical therapy, hydrotherapy,
homeopathic remedies, laser therapy and chiropractic
treatment.
Note: Specialised therapy items may be eligible for cover
under extra care. Your certificate of insurance will show
if you have extra care. See the “Additional and optional
benefits” section for more information.
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5 Making a
claim
In this section we tell you everything you need to know about
making a claim for the treatment of your beloved pet. It covers
the claim process and how we settle a claim, along with your
responsibilities and our processes for fraud detection.
There’s also information in the introduction to this booklet about
“Making a claim in four easy steps”
Asking for a claim pre-approval

If your pet requires treatment, you can seek pre-approval for
the expected costs. Your vet may also be able to request a
pre-approval on your behalf. Pre-approvals aren’t mandatory,
but they can provide you with reassurance as to whether you’ll
be covered and if so, what benefits will be provided for an
upcoming treatment.
You (or your vet if they are submitting on your behalf) will need
to provide us with the itemised estimate of costs from your vet,
along with the treatment required and relevant clinical records
and/or veterinary history. We’ll then respond to you (and your
vet if submitted on your behalf) in writing with the outcome. A
pre-approval isn’t valid unless we’ve agreed to it in writing.
Note: If we agree to a pre-approval but the treatment provided

by your vet differs from the treatment request in the pre-
approval, then our assessment of the amount we cover under
your claim may vary from the notified pre-approval amount. A
variation in the amount we cover may also occur if you have
reached your benefit limit or sub-limit on the claim.
Making a claim through your vet

Your vet may be able to submit your claim electronically at the
time of your visit. If they agree and are able to do this, you’re
authorising us to receive each claim submitted by your vet on
your behalf. All accounts must be paid to your vet in full before
making a claim.
Your vet may also be able to submit your claim via the GapOnly®
service.
GapOnly® claims
GapOnly® is available at participating vets. GapOnly® reviews
and calculates your pet insurance claim benefits while you’re
still at the vet. If your vet is GapOnly® enabled, you don’t need
to pay your vet in full prior to the submission of your claim.
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Instead, your vet submits the claim to us electronically on your
behalf and you agree to pay the ‘gap’ (the difference between
the vet’s invoice and the claim benefit calculated, if any, under
your policy).
You must pay the gap to your treating vet at the time you make
a GapOnly® claim. We’ll then pay the claim benefit (if any)
directly to your vet.
You can find more information on GapOnly® here:

www.gaponly.com.au
Making a claim yourself

You can submit your claims online through the secure Pet Portal.
Simply upload your documentation and click submit (from your
computer or mobile device).
You can also submit your claim to us by post. If you do

this, please ensure your posted claim documentation is
accompanied by a completed claim form. Claim forms are
available on request by calling 132 331 or can be downloaded
from www.medibank.com.au/pet-insurance/useful-documents/.
If you choose to claim via post, the attending vet must complete
all designated sections on the claim form. Both you and the vet
must sign the claim form.
When you submit a claim, please include all relevant invoices

and clinical records from your vet. All accounts must be paid to
your vet in full before submitting your claim.
Please take care and be honest in the preparation and

submission of your claims. This helps us process your claim
without undue delay.
Processing your claim

We’ll deal directly with you regarding settlement of the claim.
Unless we specify otherwise and unless it is a GapOnly® claim,
we’ll pay the claim benefits to you, not your vet.
You agree that we’re authorised to discuss with your vet, the
details relating to your claim or the treatment provided to your
pet in relation to a claim made under your policy. You also agree
that your vet is authorised to view the outcome of your claim,
including the amount of claims benefits.
Please note that:

• in some instances, we may require more information to
process your claim, such as previous medical history or
pathology/laboratory results. We’ll contact you or your vet if
required;
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• there may be situations where we request additional
veterinary history from current or previous vets, e.g. if
there’s a large history gap, to ensure we have all relevant
clinical information for your pet;
• for adopted pets, veterinary history is only required from
when you took ownership. You’ll need to provide us with
proof of adoption or transfer of ownership papers;
• if you’re making an emergency boarding claim, we may
require supporting documentation;
• unless we agree otherwise, all of your claims must include
itemised tax invoice(s), payment receipt(s) and vet
consultation notes if applicable;
• incomplete claim forms may result in a processing delay.
We recommend that you retain copies of all documentation
for your records;
• you also agree that your current or previous vet or any
other service provider that provided treatments to your pet
is authorised to release information and/or records to us
about your pet; and
• you’re responsible for any fees and expenses that may be
charged to you by any third parties relating to the purchase
and administration of your policy, assistance provided to
you to complete any forms and in relation to claims.
Adjustment of claim payments

If the vet expenses incurred by you exceed what is reasonable
and essential, having regard to other vet expenses in a
similar situation, your claim payments may be adjusted and
paid based on the reasonable and essential treatment or
fees typically charged for the treatment for a pet in similar
circumstances.
Settlement of your claim

We’ll send you a remittance advice regarding the settlement
of your claim, either by email or letter, depending on your
chosen means to communicate with us. This advice provides
details of your claim outcome and how your claim has been
processed. For Hollard issued policies, all approved benefits will
be paid into your nominated bank account or by cheque. For
PetSure issued policies, we’ll pay all approved benefits into your
nominated bank account.
We reserve the right to deduct from the benefit amount any

amount due to us, for example for any overdue premium
payments.
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Note: In the event that we pay a benefit contrary to the policy
terms and conditions for whatever reason, this won’t constitute
a waiver of our rights to apply the policy terms and conditions
retrospectively to any paid claims or to any future claims for
that or any related condition.
We also reserve our right to recover from you any benefit

amount received by you as a result of such error.
Declining to process your claim

If you or your vet refuse to or are unable to provide information
reasonably requested by us to process your claim, we may
decline or reduce the amount payable for your claim, in
accordance with relevant law.
Fraudulent claims
If you submit a fraudulent claim or entice your vet to behave
in a fraudulent manner regarding a claim, then the claim may
be denied or reduced in accordance with relevant law, and
we may cancel your policy altogether in the event you make
a fraudulent claim. We may also be entitled to reclaim any
payments already made to you in respect of such claims.
For more details, see the “How we prevent or handle fraud”
section.
How we settle your claim

The best way to show you how we work out how much we pay
after you make a claim is with a couple of examples. These are
examples only and include GST.
Example 1
This is a simple case showing how the policy benefit percentage
and excess is applied.
80% benefit percentage and $100 excess option selected
The eligible invoice amount from your vet for $2,000

treatment
The amount you can claim after applying your $1,600
benefit percentage
Less $100 excess ($100)
How much we pay $1,500
Your out-of-pocket expense including your $500
excess
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Example 2
This one shows how a claim is paid for a policy item where a
sub-limit and excess applies.
Claim for hip joint surgery to the left hip.

70% benefit percentage with a $4,000 hip joint surgery sub-
limit per hip per policy period and $250 excess options selected.
The eligible invoice amount from your vet for $5,000

treatment to the left hip
The amount you can claim after applying your $3,500
benefit percentage and hip joint surgery sub-
limit for the left hip
Less $250 excess ($250)
How much we pay $3,250
Your out-of-pocket expense including your $1,750
excess
Our right to recover other amounts payable

If we have the right to recover any amount payable under your
policy in relation to a claim from any other person, you must
provide reasonable cooperation with us in any action we may
take.
Telling us about other insurance you have

If you hold other insurance under which you may be entitled
to make a claim in relation to eligible vet expenses, you must
advise us of this at the time you submit your claim. Total benefits
paid to you across all insurance cannot exceed your actual
expenses.
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How we prevent or handle fraud
Unfortunately, fraud and attempted fraud can occur. We
employ sophisticated fraud detection and prevention
techniques to ensure we only pay genuine claims. By doing this
we’re protecting you and all our policyholders.
You must not act in a fraudulent manner. If you or anyone acting

for you:
• makes a claim, submits a document, or makes a statement
in support of a claim under the policy knowing the
claim, document or statement to be false or fraudulently
exaggerated in any respect;
• works with your vet to behave in a fraudulent manner
regarding a claim, e.g. pressuring your vet to note incorrect
information; or
• makes a claim in respect of any loss or damage caused by
your wilful act or by colluding with another person;
Then:
• we may be entitled to refuse to pay all or part of the claim,
to the extent permitted by law;
• we may cancel your policy and any other insurance policies
you hold with us;
• we may be entitled to reclaim any payments already made
to you in respect of such claims;
• we may not refund a premium already paid; or
• we may inform the police of the circumstances and we may
take legal action.
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6 Paying your
premium
Your insurance policy cover is provided on the basis that
you’ve paid or agreed to pay us the premium for that cover.
The amount you pay is shown on your certificate of insurance.
It includes all premium, administration fees and any applicable
discounts, government taxes, fees and/or charges.
We like to think we don’t miss a thing, but if you have a question

about anything on your certificate of insurance, please contact
us.
How to pay
Your pet insurance premium is payable when you take out a new
policy and subsequently when your policy is renewed.
Premiums can be paid via direct debit through a credit card or

bank account:
• annually;
• OR
• in monthly or fortnightly instalments.
When premiums are paid in monthly or fortnightly instalments,

you’ll be charged a collection fee per instalment, the amount of
which will be displayed on your certificate of insurance.
If we accept and pay a claim under your policy, we may deduct

the balance of any outstanding premium from the claim
payment.
Paying on time
You need to make sure your premium payment(s) are up to date.
If you have a policy that you’re paying by instalments and we
haven’t received an instalment payment by its due date, we’ll
send you a notice in writing by mail, email or text message
about your non-payment.
This will be at least 14 calendar days before any cancellation of

your policy for non-payment.
If we don’t receive the instalment payment after sending this

notice, we’ll send you a second notice in writing, again by mail,
email or text message.
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This will happen either:
• prior to cancellation of your policy, informing you that your
instalment policy is being cancelled for non-payment if
the unpaid premium remains in arrears for more than one
month;
OR
• within 14 calendar days after cancellation by us, confirming
our cancellation of your instalment policy after the unpaid
premium was in arrears for at least one month.
If one or more instalments has remained unpaid for a period of

at least 14 calendar days, then we reserve the right to reduce
any claim made on the policy by the amount of any outstanding
premium.
Cancellation consequences
If we cancel your policy due to non-payment of an instalment
premium, please be aware that:
• no benefits or entitlements can be paid under the policy for
vet expenses or other claims expenses incurred after the
cancellation date;
• you may be refused cover in the future under any policy
administered by PetSure; and
• any application for general insurance products (with any
provider) in the future may be affected because you had a
policy cancelled because of unpaid premiums.
Your payment account

When you provide us with your nominated credit card or bank
account details, we use these to directly debit the premium
calculated by us from that card or account.
Unless you opt out of automatic renewals or tell us that you

don’t want to renew your policy, we’ll deduct/charge the
renewal premium from your nominated credit card or bank
account.
If your premium can’t be paid, e.g. there isn’t enough money in

your nominated account, you may be charged a fee by your
bank. It’s important that you know that neither Hollard nor
PetSure will be responsible for fees charged by your bank or
financial institution.
If your direct debit fails, we’ll notify you of this and automatically
retry for the outstanding amount within 14 calendar days. Should
this second attempt fail, we’ll try again after 14 calendar days
and, depending on your payment frequency, we’ll deduct either
the outstanding amount, or the outstanding amount together
with your regular instalment.
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If you’d like to make a real-time payment of your outstanding
balance before we reattempt a direct debit, just call us to do
this.
For payments by direct debit

For Hollard issued policies, if the direct debit bank account is
not yours, you confirm you have the authority of the account
holder to use it and that they’ve agreed to these terms.
For PetSure issued policies, you must have the sole authority as
the account holder of the direct debit bank account and agree
to the Direct Debit Request Service Agreement.
For payments by credit card

If the credit card is not yours, you confirm you have the
authority of the credit card account holder to use it and that
they’ve agreed to these terms.
Should you have questions about the operation of the direct

debit authority or you need to change any aspects of the
authority, please contact us.
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7 Renewals,
cancellations
& changes
This part of the booklet explains your options for renewing,

cancelling or changing the cover for your pet insurance policy.
Annual renewal of your insurance policy

As long as we continue to provide the product, we’ll offer
renewal of your policy every year. This will be subject to the
applicable terms and conditions of the policy for each policy
period. We’ll change the premium and may change the terms
and conditions of the policy at the time of renewal, based on
a combination of factors, including the risk associated with
insuring pets like yours.
Renewal procedure
Where we offer renewal of your policy, at least 14 days before
your current policy expires, we’ll send you an offer of renewal
confirming the expiry date of your policy, and the premium and
terms on which we’ll offer to renew your insurance for the next
policy period.
Unless you’ve chosen not to automatically renew your policy,

your policy will automatically renew on those terms. Where you
have opted-out of automatic renewal, you’ll need to contact us
after you’ve received your offer of renewal if you’d like to renew
your policy.
The notice will also remind you:

• that you can opt out of the automatic renewal process at
any time in the future;
• to check the information we have on your certificate of
insurance is correct; and
• to review your insurance cover to consider if the policy limits
and level of cover are still right for you.
Unless you opt out of automatic renewals or tell us that you

don’t want to renew your policy, we’ll deduct/charge the
renewal premium from your nominated account or credit card.
See the “Your payment account” section for more information.
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Your premium
Every year, we’ll notify you of the changes to your annual
premium. We review the cost of everyone’s insurance, taking
account of a range of factors. These are set out under the “How
we calculate your premium” section.
Cancellation by you
You can cancel your policy with us at any time by contacting
our customer service team. Our “Contact details” are on the last
page of this booklet.
The cancellation will be effective once we provide you with a

written confirmation of your request, either by email or letter.
Paying annually?
If you’ve been paying your premiums annually, we’ll retain a
portion of the premium that relates to the period that you’ve
been insured. We’ll refund you the residual premium for the
unexpired period (less any government or statutory charges that
apply). We call this providing you a pro-rata refund, based on
the number of days we insured you.
Paying by instalment?
If you’ve been paying your premiums by instalment, there’s no
premium refund for any remaining days of a current instalment
period. No further premium instalments will be deducted.
If your pet passes away

We know there is a lot going on when your pet passes away, but
we’re here to help. Please contact us as soon as possible and
we’ll cancel your policy from the date of your pet passing. We’ll
adjust the premium, as outlined above.
Your cancellation rights during the cooling off period

Your cooling off cancellation rights apply when you buy your
policy and also exist when your policy renews or is reissued
following a change in your cover. You can find more information
in the “Cooling off period” section.
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Cancellation by us
We may cancel your policy where permitted by and in
accordance with the law. We’ll give you notice in writing before
exercising any right to cancel your policy. For example, if you:
• do not comply with the policy terms and conditions;
• do not pay your premium as agreed;
• make a fraudulent claim; or
• did not comply with your duty to take reasonable care not to
make a misrepresentation.
If we cancel your policy, we’ll retain and/or refund any premium

as the law allows us to do so.
Changing your cover

You can change the cover for your pet by choosing cover with
different or additional benefits, where eligible and available to
you. You may, for example, want a different benefit percentage
or benefit limit, or to upgrade your coverage.
If you haven’t had a claim paid and want to change your cover,
just contact us and we’ll issue you a new policy number and
certificate of insurance outlining your new premium and your
previous policy number will be cancelled.
However, you can’t change your cover if a claim has been paid
during your current policy period. You’ll need to wait until your
next policy renewal.
Waiting periods already completed won’t be reapplied unless

there has been a break or lapse in your cover. If you change the
Medibank Pet Insurance product you have for your pet, with a
different level of cover, waiting periods will only apply to any
conditions covered by the new product that weren’t covered
under your previous product.
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8 Other
important
information
This section includes other important information on how we
communicate with you, your duty to take reasonable care not to
make a misrepresentation, how we calculate your premium and
more.
Delivery of your policy documents

Unless you instruct us otherwise, we prefer to send your policy
documents and communicate with you electronically. Where
you’ve agreed to receive electronic communications, you’ll
need to provide us with your email address and mobile number.
When we send your policy documents by email, we’ll consider

that you have received them on the date recorded on our
information system.
You can instruct us to provide these documents by post, to a

mailing address you provide, either when you purchase your
policy or at any time by contacting us.
You’re responsible for making sure the email and postal

addresses you’ve given us are correct and up-to-date at all
times.
Your duty to take reasonable care not to make a

misrepresentation
Before you enter into this contract of insurance with us,
you have a duty to take reasonable care not to make a
misrepresentation under the Insurance Contracts Act 1984 (Cth).
This means you need to take reasonable care to provide honest,
accurate and complete answers to any questions that we ask.
It is very important that you do so, as we base our decision
whether to provide cover and the terms on which we do so on
your answers.
If you’re not sure of the answers to any of our questions,

you should take the time to find them. It’s also important to
understand that, in answering the questions, you’re answering
for yourself and anyone else to whom the questions apply.
If any of our questions aren’t clear and you need help, please
contact us.
36
When this duty applies
The duty to take reasonable care not to make a
misrepresentation also applies before you renew, vary, extend
or reinstate an existing contract of insurance. This means that
you must inform us of any changes to the information set out
in your certificate of insurance, where the information is no
longer honest, accurate and complete. If you don’t contact us
to update this information, we’ll take it that you agree that the
information remains honest, accurate and complete. Please
contact us if you have any doubts.
If you don’t comply with your duty

If you don’t take reasonable care in answering our questions or
inform us of changes to the information set out in your policy
documents, you may breach your duty. If that happens, your
policy may be cancelled, or treated as if it never existed, and
any claim may be denied or not paid in full.
Updates to the PDS

We may need to update this PDS from time to time when certain
changes occur and where we’re required and permitted by law
to do so. If that happens, we’ll issue you with a new PDS or a
Supplementary PDS or other compliant document to update the
relevant information.
Where the information isn’t materially adverse from the point

of view of a reasonable person considering whether to buy or
continue to hold this insurance, we may issue you with notice in
a different form, including but not limited to disclosure updates
on the PetSure and/or Medibank website(s).
You can contact us to get a free paper copy or download an

electronic copy that summarises these changes.
How we calculate your premium

Your premium is calculated when your Medibank Pet Insurance
policy begins, at each policy anniversary, and also if you vary
your cover. The premium for each policy period is printed on
your certificate of insurance.
The amount you pay also includes allowances for government

fees, taxes and charges, including stamp duty and GST.
For new policies

We calculate your premium based on several factors. Some
are pre-set and don’t vary, e.g. amounts we consider for some
internal expenses. Others can affect the premium amount
depending on whether we believe it increases or decreases the
risk to us. For example, the type of cover and options you have
selected.
37
We’ll also take into account risk factors associated with you
and your pet such as your pet’s breed and age. For instance, as
your pet gets older the risk of your pet requiring treatment will
increase and so the premium increases.
There are also commercial factors that affect your premium,

including costs associated with operating our business and our
commercial arrangements.
Your premium calculation may also include discounts or

promotional offers that we provide. If you qualify for two or more
discounts, we apply a specific order to our calculation of your
final premium.
Also, any discounts and/or your premium may be rounded up or

down and some may only apply in the first year of coverage.
For renewals and changes to your policy

For renewals, we also factor in the claim history for your pet and
the average cost of care for pets like yours, as well as the claims
experience across all our insured pets. Because of all of these
factors and the changes to your pet’s risk profile, your premium
will increase from year to year.
When calculating your premium on renewal, we also consider

how much your premium was previously, including any discounts
that may have been applied. This means that we may limit
movements up or down.
These same factors and others are also used to calculate your
premium if you amend your coverage.
For information about how and when to pay your premium,

please read the “Paying your premium” section.
Cooling off period

You have a 21 day period to ensure you’re happy with every
aspect of your policy.
During this time, you can contact us and cancel your policy. If
we receive your request to cancel your policy within the 21 day
period after the policy commencement date or renewal date
and as long as you’ve not made a claim or intend to make a
claim, we’ll give you a refund of any monies received since that
date. We may also deduct any taxes or duties that we’re unable
to refund.
If you’ve made a claim during the cooling off period and wish to
cancel your policy, then any refund will be in accordance with
provisions set out in the “Cancellation by you” section.
38
After the cooling off period ends, you’ll still be able to cancel
your policy and you have rights upon cancellation in certain
circumstances under the policy. See the “Cancellation by you”
section for more information.
Your privacy
Renewals of Medibank Pet Insurance policies first issued before
30 August 2023
Hollard, Medibank and PetSure (each a ‘Recipient’ and referred
to as ‘we’, ‘us’ or ‘our’ in this Privacy section) are subject to the
Australian Privacy Principles under the Privacy Act 1988 (Cth).
All other Medibank Pet Insurance policies

Medibank and PetSure (each a ‘Recipient’ and referred to
as ‘we’, ‘us’ or ‘our’ in this Privacy section) are subject to the
Australian Privacy Principles under the Privacy Act 1988 (Cth).
In connection with each Recipient:

• personal information is collected in various ways, including
via telephone, our website, hard copy forms or email.
Whenever you deal with us we will collect this information
directly from you unless it is unreasonable or impracticable
for us to do so. In some instances we may collect your
information from someone else. This may include our
authorised representatives, our distributors or referrers,
agents or related entities, veterinary service providers,
another party involved in a claim, family members, anyone
you have authorised to deal with us on your behalf, and/or
our legal or other advisers;
• personal information is collected that is reasonably
necessary in order for us to provide and offer you our
products and services, or otherwise as permitted by law.
Such purposes include responding to your enquiries,
providing you with assistance you request of us, maintaining
and administering our products and services (for example
processing requests for quotes, applications for insurance,
underwriting and pricing policies, issuing you with a policy,
managing claims, processing payments, providing you
with access to our GapOnly® claims system), processing
your survey or questionnaire responses, market research
and the collection of general statistical information using
common internet technologies such as cookies providing
you with marketing communications which relate to our
other products and services as well as those of third parties
such as our related entities and other entities with whom
we have relationships, (unless you opt-out of receiving such
communications) quality assurance and training purposes,
performing administrative operations (including accounting
and risk management) and any other purpose identified at
the time of collecting your information;
39
• if you do not consent to us collecting and using, or
disclosing all or some of the personal information we
request, we may not be able to provide you with our
products or services, such as processing your application for
insurance, your claim or any payment due to you. It may also
prevent us from maintaining or administering your policy
or the provision of information regarding our products or
services or those of any third party;
• we may collect your personal information so that we or our
related entities or other third parties with whom we have a
relationship can develop or offer you products and services
which we believe may be of interest to you, but will not do so
if you tell us not to by contacting us (our contact details are
provided in this section);
• where appropriate, we will disclose your information to our
related entities and third parties who provide services to us
or on our behalf, including our Authorised Representatives,
distributors or referrers, mailing houses and marketing
companies, insurance reference bureaus, reinsurers, credit
providers, external IT service providers, other insurance
providers and advisers. In the case of claims (or likely
claims) it may be disclosed to persons involved in the claim,
veterinary service providers, external claims data collectors
and verifiers. Your personal information may also be
disclosed to the Australian Financial Complaints Authority
(AFCA) or other dispute resolution providers, government
bodies, regulators, law enforcement agencies and any other
parties where required by law; and
• your personal information may also be disclosed to some of
our service providers who are located overseas, including
(but not limited to) the Philippines, South Africa, New
Zealand, United States of America and the United Kingdom.
Details of who they are may change from time to time. You
can contact us for details. In some cases, we may not be
able to take reasonable steps to ensure they do not breach
the Privacy Act and they may not be subject to the same
level of protection or obligations that are offered by the Act.
By proceeding to acquire our services and products you
agree that you cannot seek redress under the Act or against
us (to the extent permitted by law) and may not be able to
seek redress overseas.
You consent to the use and disclosure of your personal
information as set out in this section. Your consent applies
whether you become or remain the insured unless you tell us
otherwise by contacting us. You can read more about how we
collect, use and disclose your personal information or how to
make a complaint about a breach of the Australian Privacy
Principles in our Privacy Policy which is available on our website
or you can request a copy.
40
If you wish to gain access to your personal information
(including correcting or updating it), have a complaint about
a breach of your privacy or have any other query relating to
privacy, please contact the Privacy Officer at:

Phone: 132 331
Mail: Medibank Privacy Officer Medibank Pet
Insurance at GPO Box 9999, (Your Capital City)
Website: www.medibank.com.au/pet-insurance
PetSure
Phone: (02) 9842 4800
Mail: PetSure (Australia) Pty Ltd
Locked Bag 9021, Castle Hill, NSW 1765
Website: www.petsure.com.au
Hollard (only applies to renewals of policies first issued before

30 August 2023)
Phone: (02) 9253 6600
Mail: The Hollard Insurance Company Pty Ltd
Locked Bag 2010, St Leonards, NSW 1590
Website: www.hollard.com.au
41
How to make a complaint
We hope you’ll never have reason to complain, but if you do,
we’ll do our best to work with you to resolve it.
Our complaints resolution process has three steps. Please let us

know if you require additional assistance to lodge a complaint.
1
1 – Immediate Response
If you have a complaint, we’ll take steps to resolve
it as soon as possible. We’ll acknowledge your
complaint within one business day of receiving it.
Please contact us by:

Phone: 132 331
(Monday to Friday 8:00AM to 8:00PM
(except public holidays))
Writing: Customer Service Complaints
Locked Bag 9021 Castle Hill NSW 1765
Please supply your policy number if you have one,

to enable the enquiry to be dealt with promptly and
by someone with appropriate authority.
2
2 – Internal Dispute Resolution
If we haven’t resolved your matter to your
satisfaction, at your request we’ll escalate your
complaint for review by our Internal Disputes
Resolution team.
Please use the same contact information in step 1

to make this request.
All escalated matters are acknowledged within

one business day of receipt. The Internal Dispute
Resolution team will review your complaint and any
supporting evidence. After full consideration of the
matter, a written final response will be provided to
you, outlining the decision reached and the reasons
for the decision.
3
3 – External Dispute Resolution
If your complaint is still not resolved to your
satisfaction, or a final response has not been
provided to you within 30 days, you can refer the
matter to the Australian Financial Complaints
Authority (AFCA), providing your matter is within
the scope of the AFCA Rules.
42
AFCA is an independent dispute resolution service provided free
of charge.
You can contact AFCA at:
Australian Financial Complaints Authority

Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Website: www.afca.org.au
Goods and Services Tax (GST)

All monetary limits in your policy are in Australian dollars
and are inclusive of GST. In the event of a claim, if you’re not
registered for GST, we’ll pay any amount due under the policy
inclusive of GST. If you’re registered for GST, we’ll deduct your
input tax credit entitlement from the claim and you’ll need
to claim that from the Australian Taxation Office. If you’re
registered as a business and have an Australian Business
Number, you must advise us of your correct input tax credit
percentage.
Note: You’ll be liable to us for any GST liability we incur arising

from your incorrect advice or inaction.
General Insurance Code of Practice

Hollard and PetSure are members of the Insurance Council of
Australia and signatories of the General Insurance Code of
Practice (the Code).
The objectives of the Code are:

• to commit us to high standards of service;
• to promote better, more informed relations between us and
you;
• to maintain and promote trust and confidence in the
general insurance industry;
• to provide fair and effective mechanisms for resolving
complaints you make about us; and
• to promote continuous improvement of the general
insurance industry through education and training.
The Code Governance Committee is an independent body

that monitors and enforces compliance with the Code. The
Code Governance Committee is also responsible for imposing
sanctions for breaches of the Code, as well as the improvement
of the Code and assisting the general insurance industry to
understand and comply with the Code.
You can obtain a copy of the Code from the Insurance Council
of Australia website at www.insurancecouncil.com.au.
43
Financial Claims Scheme
Should Hollard or PetSure be unable to meet its obligations to
you under the policy, you may be entitled to a payment under
the Financial Claims Scheme (the Scheme).
Access to the Scheme is subject to eligibility criteria.

Further information about the Scheme can be obtained at
www.fcs.gov.au.
44
Financial
Services
Guide
This Financial Services Guide, or FSG, informs you about the
financial services provided by the organisations associated
with Medibank Pet Insurance. It also tells you how each is paid
for their services, how complaints are dealt with, and how each
organisation can be contacted.
In this FSG:
• Hollard means The Hollard Insurance Company Pty Ltd.
• Medibank means Medibank Private Limited.
• PetSure means PetSure (Australia) Pty Ltd.
• You, and your means the applicant for a Medibank Pet
Insurance policy and, if a policy is issued, the person insured.
The organisations associated with this insurance

product
Renewals of policies first issued before 30 August 2023 - Hollard
as the policy issuer
Hollard is an Australian Financial Services Licensee (AFSL
241436) authorised to provide advice and deal, as well as
provide claims handling and settling services, in relation to all
general insurance products. Hollard is the insurer and issuer of
renewals of Medibank Pet Insurance policies first issued before
30 August 2023. In providing the financial services set out in this
FSG, Hollard does not provide personal advice and does not act
for you.
PetSure is an Australian Financial Services Licensee (AFSL

420183) authorised to provide general advice and deal, as well
as provide claims handling and settling services, in relation
to all general insurance products. In providing the financial
services set out in this FSG, PetSure does not provide personal
advice and does not act for you.
For Hollard issued policies, PetSure has been given a binding

authority by Hollard which authorises it to enter into, vary
and cancel policies on behalf of Hollard as well as manage,
administer and settle claims as if it were Hollard, subject to the
limits of authority agreed with Hollard.
45
Medibank is an Authorised Representative (Number 286089)
of PetSure and is authorised to deal in and provide general
advice on behalf of PetSure regarding certain general insurance
products issued by Hollard, including Medibank Pet Insurance
policies.
Medibank promotes, distributes and arranges Medibank Pet

Insurance policies and is paid a commission and other benefits
for doing so. Medibank Pet Insurance policies are arranged on
behalf of Hollard. When you apply for a Medibank Pet Insurance
policy, Medibank will tell you about the product and collect
certain information from you that will be used by PetSure
to determine, on behalf of Hollard, whether a Medibank Pet
Insurance policy can be issued to you by Hollard. Medibank
does not act for you and does not provide personal advice
about Medibank Pet Insurance policies.
As the insurer and issuer of Medibank Pet Insurance policies,

only Hollard can issue, vary and cancel those policies through
an arrangement with PetSure, as explained above.
All other policies – PetSure as the policy issuer

PetSure is an Australian Financial Services Licensee (AFSL
420183) authorised to provide general advice and deal, as well
as provide claims handling and settling services, in relation to
all general insurance products. PetSure is the insurer and issuer
of Medibank Pet Insurance policies entered into for the first time
from 30 August 2023. In providing the financial services set out
in this FSG, PetSure does not provide personal advice and does
not act for you.
Medibank is an Authorised Representative (Number 286089)

of PetSure and is authorised to deal in and provide general
advice on behalf of PetSure regarding certain general insurance
products issued by PetSure, including Medibank Pet Insurance
policies.
Medibank promotes, distributes and arranges Medibank Pet

Insurance and is paid a commission and other benefits for doing
so. Medibank Pet Insurance policies are arranged on behalf of
PetSure. When you apply for a Medibank Pet Insurance policy,
Medibank will tell you about the product and collect certain
information from you that will be used by PetSure to determine
whether a Medibank Pet Insurance policy can be issued to you
by PetSure. Medibank does not act for you and does not provide
personal advice about Medibank Pet Insurance policies.
As the insurer and issuer of Medibank Pet Insurance policies,

only PetSure can issue, vary and cancel those policies.
46
How we’re paid for our services
When you purchase a Medibank Pet Insurance policy, you pay
the premium to the policy issuer for the product.
Medibank may receive a commission of up to 35% of the net

premium for promoting, arranging and distributing Medibank
Pet Insurance policies. The commission is calculated after any
government taxes and charges. This commission is used by
Medibank to cover costs associated with the marketing and
distribution of this product to you and may include any referral
fees to people or organisations that refer new customers to
Medibank.
Medibank staff who provide services in relation to Medibank

Pet Insurance receive an annual salary from Medibank, which
includes bonuses based on performance criteria. Bonuses
may be linked to general overall performance, including sales
performance and are dependent on the staff meeting criteria
for risk, compliance and behaviour.
For Hollard issued policies, PetSure receives from Hollard

(the policy issuer) a portion of the underwriting profit, if any,
for administering Medibank Pet Insurance policies. PetSure
may receive an activity payment directly from Medibank for
retention and support services in connection with Medibank
Pet Insurance on behalf of Hollard. The amount of that activity
payment is time based and will be calculated taking into
account time spent handling retention related calls. The
payments to PetSure are not additional charges to you and are
not in addition to the total premium you pay.
You can request more details about remuneration or other

benefits from the relevant entity providing the relevant financial
service. However, the request must be made within a reasonable
time after you’ve been given this booklet and before the
relevant financial service has been provided to you by them.
Our “Contact details” are on the last page of this booklet.
Our compensation arrangements

The Corporations Act 2001 (Cth) requires Australian financial
services licensees to have arrangements for compensating
retail clients for losses they suffer as a result of a breach by the
licensee or its representatives of Chapter 7 of that Act, unless an
exemption applies. Those arrangements include a requirement
that the licensee hold professional indemnity insurance cover.
As insurers, both Hollard and PetSure are exempt from this

requirement because they are insurance companies supervised
by the Australian Prudential Regulation Authority (APRA) and
are subject to the prudential requirements under insurance
legislation regulated by APRA.
47
In accordance with section 912B of the Corporations Act,
Medibank has Professional Indemnity Insurance in place
which extends to claims in relation to it acting as an
authorised representative of PetSure and if its employees or
representatives, past or present, are negligent in providing
financial services on behalf of PetSure.
Conflicts of interest
We take any potential and actual conflicts of interest seriously
and have a conflict of interest policy. Conflicts of interest are
circumstances where some or all of your interests are or may be
inconsistent with or diverge from some or all of our interests.
We manage conflicts of interest through controls, disclosure,
and avoidance. We also provide training to our employees to
identify conflicts of interest and encourage the early reporting
of potential conflicts of interests.
Giving us instructions
You can instruct us by post, phone or email. Our “Contact
details” are on the last page of this booklet.
Your privacy
Refer to the “Your privacy” section of the PDS for further
information on what we do with your information.
How to make a complaint

Refer to the “How to make a complaint” section in the PDS for
further information on how complaints are dealt with.
48
Definitions
of important
terms
This section contains the definitions of important insurance
terms we talk about in this booklet. Words that are italicised in
this booklet have the special meaning explained in this section.
Behavioural condition means behavioural conditions

diagnosed by a vet including but not limited to anxiety, phobias,
compulsive disorders and impulse control problems.
Note: Cover for behavioural conditions is provided as part of

the cover for specialised therapies under “Extra care” if you
have this.
Benefit limit and Sub-limit(s) means as follows:
Benefit limit means the applicable maximum amount payable

by us in any one policy period, for your cover (but excluding
extra care, if you have this. See the extra care definition).
Sub-limit(s) means the applicable maximum amount(s) payable

by us in any one policy period, for particular items, treatments
or conditions that you have cover for.
The amounts of your benefit limit and sub-limit(s), together with

particular items subject to sub-limit(s) are specified on your
certificate of insurance.
Also note:
• We’ll never pay more than the overall annual benefit limit,
or sub-limit specified on your certificate of insurance. This
means that if a sub-limit applies for a particular item of
cover, condition or treatment, we won’t pay more than that
amount, either on an individual or per claim basis for that
item. This is also subject to the overall benefit limit or other
relevant sub-limit not having been exceeded.
• The benefit limit and sub-limits are reset when you
renew your policy. This means that policy benefits don’t
accumulate across policy periods. They expire at the end of
each policy period.
• The benefit limit and sub-limits (if any) are also subject to the
excess (if any) applicable to your cover.
49
Benefit percentage means the stated percentage of each claim
for eligible vet expenses and eligible costs for covered items
which we reimburse, subject to the applicable benefit limit,
sub-limit, extra care limit (where applicable) and excess. The
applicable benefit percentage will be shown on your certificate
of insurance.
Note: The benefit percentage does not apply to routine care

items.
Bilateral condition means any condition affecting body parts on

each side of your pet’s body, e.g. ears, eyes, knees or elbows.
A bilateral condition is considered a single condition when

applying a benefit limit, sub-limit (if any), excess (if any) or
exclusion.
Example 1: if your pet had elbow dysplasia in the left elbow prior
to the commencement date of the first policy period or during
the applicable waiting period, and this falls within the definition
of a pre-existing condition, a subsequent elbow dysplasia in the
right elbow will still be considered a pre-existing condition.
Example 2: if your pet suffers from a patella luxation in its left

hind leg and arthritis in its right hind leg, this is not a bilateral
condition. Patella luxation and arthritis aren’t the same
condition.
Certificate of insurance is the certificate we provide you that

outlines the key details of the contract of insurance between
you and us. It includes the policy number, cover, excess (if any),
commencement date, end date, insured pet details, and the
schedule of benefits, including benefit limits and sub-limits (if
any) and the extra care limit (where applicable).
Note: A certificate of insurance is issued to you when we accept

your application for cover, on each renewal, and whenever your
policy is amended.
Chronic condition means a long-lasting condition which is

recurring or present in your pet over a period greater than three
months in total, however the three-month period need not
be consecutive. Chronic conditions may also be intermittent
or managed with medication and/or prescription diets with
intervals of remission.
Examples include (but aren’t limited to): chronic or seasonal

allergies, inflammatory bowel disease, diabetes, osteoarthritis,
cancer and some autoimmune diseases.
If a chronic condition is a pre-existing condition, it will always

be excluded from cover. That means, it will never be considered
a temporary condition.
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Commencement date unless otherwise specified, is the date
when cover for your pet started in the current policy period as
shown on your certificate of insurance. The start time is 11:59PM
on that date.
Note: Also see the first policy period definition for

commencement date of first policy period.
Condition means any specified accidental injury, or any

manifestation of an illness. Where covered under extra care, this
also includes a specified dental condition and a behavioural
condition.
Consultation and other derivations means an examination

performed by or under the supervision of a vet, including
a physical consultation, inpatient examination, in-hospital
examination, health certificate, consultation or recheck
consultation/visit, referral/specialist consultation/visits, phone
consultation, web consultation and emergency and after-hours
consultations/visits.
Note: Any applicable sub-limit will be shown on your certificate

of insurance.
Cover means:
• the benefit limit, sub-limits (if any), excess (if any), benefit
percentage and any other optional or additional benefits
applicable to your selected policy; and
• the cover applicable under your policy for your selected
plan and any previous policies you’ve held with us where the
same or a substantially similar or a higher level of cover was
provided in the current policy period, without any break or
time without holding the cover.
Note: Your certificate of insurance tells you which plan you

have. The cover for your plan comprises of specified accidental
injury cover, illness cover, additional benefits and any selected
optional benefits.
Cruciate ligament condition means partial or complete

rupture of the cruciate ligament(s). This includes meniscal
tears, any looseness of the cruciate ligaments, along with any
complications following treatment for this condition.
Elective treatment means a treatment or surgery that is

beneficial to your pet but is not essential for your pet’s survival
and doesn’t form part of the treatment for a covered condition.
End date is the date when your policy terminates. No further

benefits or entitlements can be paid under the policy for vet
expenses or other claims expenses incurred after the end date.
The end time is 11:59PM on that date.
51
Unless otherwise specified, this relates to the end date of your
current policy period.
The end date is shown on your certificate of insurance. If the

policy is cancelled, then the date of cancellation will be deemed
to be the end date.
Excess means an amount you contribute towards the cost of

your claim(s), as shown on your certificate of insurance. The
excess is calculated on a ‘per condition, per policy period’ basis.
We do this for each condition treated that is unrelated to any
other condition during the same policy period. Your excess also
applies to each emergency boarding claim event. The excess
will be deducted from your calculated claim benefits after we
apply any benefit limit, sub-limit (if any), extra care limit (where
applicable) and the benefit percentage to your claimed amount.
Refer to the “Making a claim” section for an example of how
claim payments are calculated.
Extra care means the extra care benefit described in

“Additional and optional benefits” section which provides
benefits for specified dental conditions and specialised
therapies. Extra care is an included additional benefit with the
Pet Max plan and an optional benefit available with Pet Protect
and Pet Plus. If you have extra care, it will be shown on your
certificate of insurance with the extra care limit.
Extra care limit means the maximum amount payable by us in

any one policy period for extra care, if you have this.
Note: The extra care limit is in addition to your policy’s benefit

limit.
If you have extra care, also note:
• We’ll never pay more than the overall annual extra care limit
specified on your certificate of insurance for extra care.
• The extra care limit resets if you renew your policy. This
means that policy benefits for extra care don’t accumulate
across policy periods. They expire at the end of each policy
period.
• The extra care limit is also subject to the excess (if any)
applicable to your cover.
First policy period means the time during which we first provided
cover to you for your pet. For clarity, the commencement date
of your first policy period is 11:59PM on the date when cover for
your pet first started.
GST means the Australian Goods and Services Tax at the

officially published tax rate.
52
Hip joint surgery means surgery of the coxofemoral joint or
pelvis, and the associated soft tissue structures for treatment
of a condition affecting the hip. This includes the diagnostics
necessary to plan the surgery, preoperative care, surgery,
postoperative care and any complications that arise from the
hip joint surgery.
Illness means a sickness or disease that is not included under

specified accidental injury cover or is not a specified dental
condition or behavioural condition.
Pet means the dog or cat covered under the policy and named
Policy period means the time during which we provide cover as

specified on your certificate of insurance.
Note: Unless otherwise specified, this relates to your current

policy period.
Pre-existing condition means a condition that first existed or

occurred:
• prior to the commencement date of the first policy period; or
• within any applicable waiting period;
AND
• of which you or your vet were aware of, or a reasonable
person in your circumstances would have been aware,
irrespective of whether the underlying or causative
condition has been diagnosed.
A pre-existing condition also includes a related condition or

bilateral condition of a pre-existing condition.
Related condition means a condition that results from the same

disease process, arises as a consequence of or has the same
diagnostic classification as another condition, regardless of the
number of areas of your pet’s body that are affected.
Examples
• If your pet suffers from arthritis in its legs, all future
occurrences of arthritis, e.g. in the back or neck, will be
related conditions.
• If your pet suffers from diabetes and then develops a
cataract as a consequence of the diabetes, the cataract
will then be a related condition.
• If your pet suffers from a skin hotspot, then later suffers
from ringworm on its skin, these aren’t related conditions,
as the ringworm is not as a consequence of the hotspot,
nor do they follow the same disease process or diagnostic
classification.
53
Routine care means certain pet care items for your pet listed on
your certificate of insurance which are non-insurance benefits.
If you have these benefits, the list of allowable items and the
maximum amount payable during the policy period, are shown
Specialised therapies means any examination, advice, test

and legally prescribed medication for the following procedures
where they treat an eligible condition.
This includes any treatment specifically needed and

recommended by your vet, limited to:
• Physiotherapy or physical therapy (not including

hydrotherapy) carried out under the supervision of a vet or
performed by a qualified animal physiotherapist or vet;
• Chiropractic manipulation carried out by a staff member
of a veterinary practice, provided the staff member is a
qualified animal chiropractor;
• Acupuncture carried out by a vet;
• Hydrotherapy carried out by a staff member of a veterinary
practice in a pool/water treadmill owned by the veterinary
practice provided the member is a qualified animal hydro
therapist;
• Treatment for behavioural conditions carried out by a vet or
veterinary behavioural specialist; or
• Consultations with a veterinary behavioural specialist for
behavioural conditions.
Note: Cover for specialised therapies is provided under “Extra

care” if you have this.
Specified accidental injury means physical harm or injury of at

least one of the following:
• a motor vehicle incident;
• a burn or electrocution;
• a reaction to a bite from an insect, spider or scorpion;
OR
The specified accidental injury must be one of the following:
• a bone fracture;
• a traumatic tooth fracture;
• snake bite toxicity;
• ingestion of a foreign object;
• poisoning;
• a traumatic ligament or tendon injury;
• a bite wound or fight wound abscesses;
54
• lacerations or abrasion of tissue, skin or mucous membrane
due to external trauma; or
• a cruciate ligament condition.
Note: We define an accident as a single unexpected event

that is unintended by you and is independent of any illness
or specified dental condition. For more information, see the
“Specified accidental injury cover” section.
Specified dental condition means a specified condition listed in

the Extra care: “Specified Dental Conditions” section.
Note: Cover for specified dental conditions is provided under

“Extra care” if you have this.
Temporary condition means a condition that normally resolves

with treatment, but does not include:
• cruciate ligament conditions;
• intervertebral disc disease;
• hip dysplasia;
• elbow dysplasia;
• patella luxation (dislocating kneecap);
• endocrine diseases; and
• any chronic condition.
Note: This definition is relevant to determining whether a

condition is no longer excluded as a pre-existing condition. See
the “Pre-existing conditions” section under General exclusions.
Example: Your pet has dietary related gastroenteritis prior to

the commencement date of your first policy period. This is
resolved with medication. Your pet does not suffer any further
instances of dietary related gastroenteritis until three years
later. This condition would be a temporary condition that has
not existed, occurred or shown noticeable signs, symptoms or
an abnormality in the 18-month period immediately prior to the
second gastroenteritis episode. It would not be a pre-existing
condition and therefore would be covered, subject to your
policy terms and conditions.
Treatment means reasonable and customary treatment

including hospitalisation, surgery, x-rays, medication, diagnostic
tests, nursing and other care and procedures (excluding
consultations, unless specified on your certificate of insurance)
provided by a vet to relieve or cure a specified accidental injury,
illness, specified dental condition or behavioural condition
(where covered) during the policy period.
For the purposes of specialised therapies (if you have extra

care), treatment is limited to those items described in the
“Specialised therapies” section.
55
Vet means any veterinarian, veterinary specialist, animal
hospital, animal clinic, or animal surgery, other than yourself,
who is licensed in and currently registered in Australia (with
the exception of additional benefits provided under the
“Travelling in New Zealand” section, in which case vet means
the veterinarian, veterinary specialist, animal hospital, animal
clinic, or animal surgery, other than yourself, who is licensed in
and currently registered in New Zealand).
Note: For the purposes of specialised therapies (if you

have extra care), a vet also includes a qualified animal
chiropractor for chiropractic manipulation, a qualified
animal physiotherapist, a qualified animal hydro therapist
for hydrotherapy, and a veterinary behavioural specialist for
treatment and diagnosis of behavioural conditions.
Vet expenses means the reasonable and essential expenses

incurred in respect of treatment provided by a vet during the
policy period, considering the circumstances in which the
treatment was provided.
Veterinary behavioural specialist means a vet who has

completed further study in animal behaviour such as FANZCVS
and/or DACVB and/or DipECAWBM or a vet directly training
under a veterinary behavioural specialist.
Waiting period means the period that your pet is not covered
as specified in the Waiting periods section of this booklet, and
starts from the commencement date of your first policy period
in which you obtained cover for the applicable condition or
benefit.
Note: For more information, see the “Waiting periods” section.
56
Contact
details
General enquiries, pre-approvals, etc.
Phone: 132 331
(Monday to Friday 8:00AM to 8:00PM (except
public holidays)
Mail: Medibank Pet Insurance
Privacy enquiries
Phone: 132 331
public holidays)
Mail: Medibank Privacy Officer Medibank Pet
Insurance at GPO Box 9999, (Your Capital City)
Complaints
Phone: 132 331
public holidays)
Mail: Customer Service Complaints
PetSure
Privacy enquiries
Phone: (02) 9842 4800
Mail: PetSure (Australia) Pty Ltd
Website: petsure.com.au
Hollard (for renewing policies first issued before 30 August 2023)

Privacy enquiries
Phone: (02) 9253 6600
Mail: The Hollard Insurance Company Pty Ltd
Locked Bag 2010, St Leonards, NSW 1590
Website: hollard.com.au
57
This Combined Financial Services Guide and Product
Disclosure Statement was prepared on 30 August 2023.
To find out more:

132 331 (01A)_MB6_30082023
medibank.com.au/pet MPL50770823
58

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Policy Renewal

What's next for

We’d like to continue protecting Lilly.

Enclosed is your new Certificate of Insurance which outlines

Your premium is based on a number of factors, along with the

For your convenience, we will debit or charge the renewal

Your policy will automatically renew each year, subject to the

Want to discuss your cover options?

If you’d like to discuss other cover options for Lilly or don’t

Medibank Pet Insurance

*You have a duty to take reasonable care not to make a

If you need to inform us of changes to the information set out

*A $0.73 collection fee per instalment is included in the annual

Routine Care (non-insurance benefit) (incl. GST)

This policy and the cover provided by it is issued exclusively to the

What does this mean for me?

*Subject to policy terms and conditions.

^Available at participating vets.

Medibank Private Limited (Medibank) ABN 47 080 890 259,

Medibank Pet Insurance policies are arranged and

Renewals of Medibank Pet Insurance policies first issued before

The Hollard Insurance Company Pty Ltd (Hollard) ABN 78 090

All other Medibank Pet Insurance policies are issued by:

This Combined Financial Services Guide and Product Disclosure

Product Disclosure Statement 9

2 Additional and optional benefits 12

7 Renewals, cancellations & changes 33

8 Other important information 36

Financial Services Guide 45

Definitions of important terms 49

Plan name Type of cover

Note: Extra care provides cover for specified dental

Your certificate of insurance, which is issued to you when we

Your certificate of insurance is reissued when you renew your

Whether you’ve already bought this policy or you’re still

We’ve kept it as simple as we can, but there are things we need

Words in italics have a special meaning and these can be found

How this booklet works

As well as reading through this information, you should also

That’s why we’ve included quick overviews of these

Any information contained in this booklet is general

You’ll receive a certificate of insurance when you take out a

Your policy is made up of the certificate of insurance, PDS, FSG

Summary of your benefits

Finally, you’ll be responsible for any excess you have selected,

• “Specified accidental injury cover”

If your pet shows signs or symptoms during the waiting period

Your premium is the amount of money you agree to pay us for

Premiums must be paid on or before the due date. If you have

Please also read the “Renewals, cancellations & changes”

Via the secure Pet Via your GapOnly®

1 Get your pet the treatment(s) it needs by visiting

Pay for the If your vet is GapOnly®

Many vets are happy The vet lodges the

Once we have all Once the claim has

Note: We’ll notify you of the basis of our final

• significant features, benefits and limitations of your

This PDS was prepared by both insurers, Hollard and PetSure