Frequently Asked Questions

Pet Insurance

General

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.

You can cancel your policy at any time by sending us an email at petinsurance@coles.com.au 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 100% of eligible costs covered by your policy.

Important Infomation

Coles Pet Insurance is provided by Australian insurer Guild. If you’re experiencing family and domestic violence, please read the Guild Insurance family violence policy to learn about the financial and support services available to you.

Product related

Standard underwriting criteria apply. Coles Supermarkets Australia Pty Ltd (Coles) is an authorised representative of the issuer, Insurance Australia Limited (ABN 11 000 016 722 AFSL 227681) and Guild Insurance Limited (ABN 55 004 538 863, AFSL 233791) and receives a commission for each policy sold and renewed. Any advice provided is of a general nature only 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 before deciding whether to acquire an insurance policy.

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