How to find the best pet insurance policy
Peace of mind for you and your hairy baby.
Care for cats, doctors for dogs
Pet health is an issue that can be as expensive as it is emotive. Our cats and dogs are increasingly being seen as part of the family, and veterinary science is taking high-tech advancements in human medicine and applying it to treating animals. Put these together, and it means that the lengths we're willing to go to treat our pets are as far as the technology available to treat them. But just because animal ophthalmology, oncology, neurology and everything in between exists, it doesn't mean it's cheap.
This buying guide will help you answer the question "Do I need pet insurance?" And it will show you what to look out for when shopping for a policy.
- What sort of pet insurance products are there?
- What level of cover do I need?
- Preventative treatments for pets
- What's new in pet insurance
- Switching to a new product is all but impossible
Pet insurance is still a relatively new product. In Australia, there are only three providers of pet insurance – Petplan, Petsure and new market entrant RACQ (though only in Queensland).
Pet insurance allows you to claim back a part (or in some cases all) of your vet bill – up to an annual limit. The policies in our latest review are either basic accident-only cover or more comprehensive accident-and-illness cover (and one that is illness-only). While these cover surgery, hospitalisation and medicines, in many cases dental care, vaccinations and preventative treatment isn't included.
In terms of out-of-pocket costs, you might be charged either an excess, a co-payment, or both. The excess is the cost of making a claim, which you might pay once for each condition, each year. In the case of a co-payment the insurer splits the vet bill with you. Depending on the co-pay level, customers can pay up to 35% of the overall bill. Be wary of policies offering to cover 100% of vet bills, only to reduce it once your pet reaches a certain age.
You should approach this from two angles. Firstly, consider the maximum annual benefit a policy offers – the total amount the insurer will pay out each year. The second thing to look at is the range of features on offer. Identify policies with features you are likely to need. Will your pug's hereditary conditions be covered? Do you really need public liability insurance for your chihuahua?
Benefit levels range from $1500 to $20,000. Within this, some policies set sub-limits for treatment of tick paralysis, dental illness, and cruciate ligament injury. Treatment costs vary between animal and breed. For example, treatment for tick paralysis – a common and serious ailment among animals in the bush – might cost up to several thousand dollars if emergency hospitalisation is required. Consult with your vet about the particular health risks your pet is likely to face due to its breed or your location.
You also need to consider exclusions. Because most policies are offered by two providers there isn't a lot of variation on this front. Dental illness is one exception. Speak to your vet: if your pet's breed is susceptible to tooth problems, you should consider a policy with a high limit for dental illness. Some policies let you "bolt on" extra cover for dental illness, if it isn't covered as standard.
Routine preventative treatments, like the cost of vaccinations, desexing and parasite control, aren't usually covered. Many policies offer these extras for an additional fixed cost – different brands call it "routine care", "wellness cover" or "tender loving care". Like human health insurance extras, the trick to getting value is to make more in claims than the cost of the bolt-on.
Think of it as a discount voucher for things that you probably should be doing for your pet anyway. The RSPCA estimates that flea or worm medication alone could cost you up to $150 each year. If you claim the entire annual benefit for routine care, you can save between $20 and $65. It isn't much in the big picture, but it might be the nudge you need to take your pet for regular check-ups.
Some policies let you "bolt on" extra cover for alternative treatments, which can include physiotherapy and hyrdotherapy.
Pet insurance in Australia is only about 15 years old – a kitten, by insurance industry standards. We're seeing regular changes in the sector – some big, some small – as insurers get a feel for what works and what doesn't. Sometimes this is good for consumers, but only occasionally.
Let's start with the good. Last year ASIC bopped Petplan on the nose and told it to refund 740 customers a total $231,000 after it failed to properly disclose important co-payment information. Petplan advertised 100% rebates on vet bills, but didn't mention this wasn't for life – when the pet turns eight, the owner is expected to pick up 20% of the bill. And at 10 years that becomes 35%. For some dog breeds these age thresholds are four and seven years.
Petplan policies still come with this condition, but now they're actually telling customers about it. Although they offer some of the highest annual benefits in the market, we think it's pretty poor form to reduce the level of cover at an age when your pet is most likely to need it. The insurer says this allows them to keep a lid on premiums.
A bit of friendly competition
The biggest change since our last review is the entrance of a new player in the market – at least in Queensland. Although it looks like there's a lot of competition, until recently every brand in the market was administered by two groups: Petplan and the big player PetSure. RACQ has now launched its own pet insurance policy, drawing on features from products offered by the other two companies.
We welcome a bit of competition in the market, but also have some concerns about RACQ's policies. Unlike other insurers, RACQ uses the (human) customer's age to determine premiums. And just like other insurers, it places problematic restrictions on older animals and pets with pre-existing conditions.
PetSure has expanded its line-up, adding some new brands with products that are a bit too similar to some others they sell. They're also continuing to experiment with speciality products, with a Medibank-branded "emergency" policy covering a limited number of high-cost treatments. Previous innovations include puppy cover with locked-in premiums for three years as a reward for getting insured early, illness-only policies for indoor cats, and comprehensive accident and illness policies for seniors through Petmed, with no age restriction for new joiners.
Seniors policies aren't cheap, and they have low benefit limits, but they aren't a bad addition to the market because they allow owners of older pets to at least get cover. However, it's a band-aid solution to what we believe is the biggest problem in this industry: the barriers to switching.
Previously it was impossible to get your pet covered for a pre-existing condition. You can now apply for these exclusions to be waived, but this is very much at the insurer's discretion, and it's no guarantee that you'll get cover. We've also had complaints about insurers using "related condition" clauses to get out of paying claims: if your dog had arthritis in her legs before you got covered, there's a chance your insurer will deny cover for any arthritis anywhere else on her body.
If you're shopping around to insure a pet older than nine, you'll find yourself restricted to seniors' products and some low-value accident-only policies. The reason given by insurers is that this keeps premiums under control and encourages pet owners to get insured when their animal is young and healthy (so your premiums can subsidise older pets' healthcare needs).
This makes sense, but it does restrict the customer's ability to switch, especially if the insurer changes their policy. Last year PetSure introduced benefit caps on vet consults and cruciate ligament treatment, which put some owners with chronically ill pets offside. Conceivably, the policy you sign your kitten up to might look like very different to the one covering your old moggy 15 years later.
For most other types of insurances, it's as easy as cancelling your cover and taking up a new policy. But due to the lack of competition, stringent restrictions on pre-existing conditions, and age restrictions on new pets, for many pet insurance customers the only option might be sticking with a policy that no longer suits them – or dropping cover altogether.