Pet insurance
Frequently Asked Questions


Frequently Asked Questions

Pet insurance works by helping to cover a portion of the cost of an eligible vet treatment for dogs and cats, by reimbursing that cost to you once you make a successful claim. Some brands offer accident-only cover for pets of all ages. However, with Choosi, you can apply for both accidental injury and illness cover for pets up to younger than 9 years old and up to younger than 16 years old for some policies. Depending on the policy you choose, you can claim up to 85% of eligible vet bills, up to $20,000 per year.*
In addition to accidental injuries and illnesses, some policies also include a benefit for emergency boarding, essential euthanasia, pet overseas travel insurance, and paralysis ticks, at no extra cost. Some polices even include cover for dental illness once you’ve held cover for two years. You’ll need to check the product details of the policy you wish to purchase to find out what’s covered under your preferred plan, by reading the relevant Policy Booklet.
Choosi compares pet insurance plans with and without an applicable excess. For any plans with an excess, you’ll receive a reimbursement of up to 85% of your eligible vet bills less the applicable excess.*
At some point, your pet may need to see a vet for treatment of either an injury from an accident or an illness, and vet bills can be very expensive. Having pet insurance can help reduce the burden of these bills, so you can afford to give your pet the treatment that they need.
Pet insurance will cover most breeds of cats and dogs.
If you don’t know how old your pet is, your vet should be able to give you an estimate.
Generally yes, as long as any symptoms and/or signs of these conditions weren’t present before your policy starts (commencement date) or during any applicable waiting period.
Your policy will commence at one minute to midnight (11:59pm) on your policy commencement date provided it’s accepted and approved by the insurer.
As a general guide, you can claim for accidental injuries immediately. For other claims, the following waiting periods usually apply:
  • Illness: 30 days
  • Tick paralysis: 30 days
  • Cruciate ligament conditions: 6 months (may be waived on application)
  • Dental illness: 2 years (if available on your policy)
Yes, as long as your vet is licensed to practice in Australia.
You can apply to insure your pets from the age of 8 weeks up to younger than 9 years old for some policies, and up to younger than 16 years old for others.

New policies

Your premium is calculated using a combination of factors about you and your pet. These factors can affect the premium amount up or down depending upon whether we believe it increases or decreases the risk to us, such as the cover you’ve chosen, the benefit percentage applicable to the cover you’ve chosen, the species, breed, and age of your pet and other factors related to our cost of doing business.

Renewing policies

Factors that are taken into consideration for renewal premium calculation include your pet’s age and breed, as well as data relating to the health of pets that are of a similar age and breed. Each year, we review premiums based on these factors to ensure we can accommodate the costs of possible treatment up to your annual benefit limit, in the event that your pet becomes injured or ill.

Yes, your premium will increase each year. This is for two main reasons:

Reason #1: Just like humans, the older our pets get, the more likely they are to have health hiccups. Cats and dogs age faster than we do, which means that their likely veterinary treatment costs go up rapidly each year too. As a result, the cost of insuring your pet will also increase as they get older.

Reason #2: : Advancements in veterinary treatments

The overall cost of medical treatment for pets has increased in recent years due to the increased availability of medical treatments and technology-enabled services and ongoing demand for these services. The treatment options and advancements in technology are providing us with great opportunities to give our pets a great quality of life for longer.

While this is great news for the care of our pets, these treatments come at a significant cost. Year on year, treatment costs increase and this is factored into the cost of pet insurance.

Please see How do you calculate my premium? for more information about calculation of premiums.

Every year, we review the cost of everyone’s insurance based on a combination of factors as well as claims inflation across all our insured pets. Increases in our claims costs due to increases in the range of available veterinary procedures, or due to an increased take-up of those services, impacts everyone’s premiums. Your premium takes into account the average cost of care for pets like yours. To provide an example of this, a pet parent with a three-year-old French Bulldog will be affected by the trends we see in our data from hundreds of three-year-old French Bulldogs that we insure.

No. Pet insurance doesn’t work like health insurance. Health insurance is ‘community rated’, which means that everyone pays the same premium for their health insurance regardless of their individual health status, age, or claims history. This isn’t the case for pet insurance.

Health insurance providers are able to community rate health insurance because there are many other factors at play in the human health care system, such as Medicare and government rebates and subsidies, which isn’t the case with veterinary care and pet insurance. Pet insurance claim reimbursements are paid for purely by the premiums received by those who insure their pets. In order for each person to pay a fair price for their pet insurance, premiums vary depending on your and your pet’s risk factors.

GapOnly allows your vet to lodge your claim during your visit, which is assessed in approximately 10 minutes. Once the claim for your insured pet has been processed and a benefit outcome is calculated, you simply pay the gap. That’s the difference between the vet’s invoice and your insurance benefit amount, so you don’t need to worry about being out of pocket for the entire vet bill while your claim is being processed.
Firstly, check that your vet has GapOnly enabled by visiting If they do, simply let your vet know that you’d like to submit a GapOnly claim the next time you’re there. To minimise delays, it’s best to let your vet know that you intend to make a GapOnly claim as early as possible so they can prepare your claim ahead of time.
You can request a pre-approval (from any participating vet practice) prior to your pet’s treatment, or have your claim processed ahead of picking up your pet from the vet. Pre-approvals can be lodged Monday - Friday 8:00am – 8:00pm, and Saturday 8:00am – 5:00pm AEST (excluding NSW public holidays).
You can contact your current vet and ask if they offer GapOnly, or simply visit
When GapOnly isn’t available, a pet insurance claim can either be made online by your treating vet or you can submit the claim yourself via your online pet portal. Just go to the website of the brand your policy is with, and there should be an online portal that you can log into to submit a claim. Claims would then be assessed and paid in the form of reimbursement of any eligible vet bill.
If the claims assessment concludes a $0 benefit, you’ll need to pay your vet for the full invoice amount. If you’re not totally happy with the outcome of a claim decision, then you’ll need to contact the dispute resolution team for your policy. For pet policies you can purchase through Choosi, the contact details and the dispute resolution process are contained within your applicable Policy Booklet (under the If you have a complaint section).
GapOnly claims are available at participating vets Monday – Friday 8:00am – 8:00pm, and Saturday 8:00am – 5:00pm AEST (excluding NSW public holidays). When GapOnly isn’t available, your vet may be able to submit an online pet insurance claim instead.
A GapOnly claim made in a vet clinic will usually take around 10 minutes to process. If the claim is likely to take a little longer, the vet clinic staff will let you know so you can decide whether you’d like to wait or not. If you’re not able to wait, you’ll be required to pay your vet the full invoice amount so your vet clinic can adjust your GapOnly claim to a standard electronic claim, and your insurance provider will consider the claim and reimburse you the calculated benefit of an eligible vet bill.
GapOnly works in partnership with participating vets, and as long as your vet is GapOnly enabled, you can use it for all eligible vet fees covered in your policy.
Yes, you can ask your vet to submit a GapOnly claim so you don’t have to wait for your claim to be processed when you pick up your pet. Simply let your vet know when you drop off your pet that you’d like them to submit a GapOnly claim for your pet’s treatment and, if available, they can arrange this for you.

* Pre-existing conditions and some illnesses are excluded. Benefit limits, sub-limits and annual condition limits apply. Claim for reimbursement. Information is general. Please read and consider the relevant Policy Booklet (containing the Product Disclosure Statement, Policy Terms and Conditions, and Financial Services Guide) before purchasing for specific details of the policy’s inclusions and exclusions based on your selected level of cover.

Important note:
The answers above are to be used as a reference guide only and don't substitute or replace your insurance contract, the Policy Booklet or Certificate of Insurance.

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The pet insurance information provided on this website is based only on the pet insurance policies that Choosi can arrange. Choosi doesn’t provide information or offer cover for all products available in the market and there may be aspects to some products that Choosi doesn’t compare.

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