Frequently Asked Questions

Pet Insurance


You can check your policy schedule and Product Disclosure Statement.

Cats and dogs are covered under Coles Pet Insurance.

Yes – if you insure more than one pet under a policy you will receive a discount.

No – medical records are not required. You will however need to provide your pets medical history when you claim.

Your pet must be older than 8 weeks and younger than 9 years when you purchase your policy.

Your vet will be able to provide you with an estimate of your pets age after a physical examination. We don’t need your pets date of birth, just how old they are in years.

We use a range of factors about you and your pet such as the species, breed, age, location and claims experience to calculate your premium.

A Benefit Level is the is the amount we will pay on eligible Claims, after you have paid your excess and is subject to your Annual Benefit Limit and any other applicable sub-limits. For example, if you choose the 80% Benefit Level, we will cover up to 80% of your eligible Claims.

You can cancel your policy at any time by sending us an email at or by calling us on 1300 333 738.

Yes – you can see your own vet.

Making a Claim

You can make a claim online or you can call us on 1300 333 738.

Generally, waiting periods are 21 days for most Accidental Injuries and Illnesses. For some Accidental Injuries we waive the waiting period completely. The waiting periods for Cruciate ligament are 6 months. Specific waiting periods are shown in your policy and/or in your schedule.

Once we have all the necessary documents, it usually takes between 5-10 business days. If we need more information to assess the claim we will let you know.

A pre-existing condition is any injury or illness that occurred or existed prior to the start of your cover or is within the waiting period that you or your vet were aware of or should reasonably have been aware of, including any bilateral condition or related condition.

All Coles Pet Insurance policies have a $200 excess. More details can be found in your Product Disclosure Statement.

Excess is the amount you are required to pay when you make a claim on your policy. Coles Pet Insurance will then pay up to 100% of eligible bills covered by your policy based on your Benefit Level.

Important Information

Coles Pet Insurance is provided by Australian insurer Guild. If you're experiencing vulnerability including family and domestic violence, please visit Guild Insurance important information & support to learn about the financial and support services available to you.

Product related

Standard underwriting criteria apply. Coles Supermarkets Australia Pty Ltd (Coles) and Loyalty Pacific Pty Ltd are authorised representatives of the issuer, Guild Insurance Limited (ABN 55 004 538 863, AFSL 233791). Any advice is of a general nature and does not take into consideration your objectives, financial situation or needs. Before acting on any advice you should consider its appropriateness. You should read the  Product Disclosure Statement and Target Market Determinations before deciding whether to acquire an insurance policy.

+Policy limitations, exclusions and conditions apply. For full terms and conditions, see the Product Disclosure Statement.