We have put together a list of the most common questions we are asked below.

Will my pet be covered for life?

Yes! As long as your policy is renewed each year, Pet-n-Sur can cover your precious pet for life!

How old can my pet be to get cover with Pet-n-Sur?

Good news... Pet-n-Sur can help you insure your older pets with a higher entry age on Cats, Dogs and Rabbits than any other insurer in NZ!

Cats and Dogs that are not classified as a Select Breed have an entry age up to 11 years 11 months on our Platinum, Gold, Silver and Surgical plans. Our Rhodium plan has an entry age up to 7 years 11 months. Select Breeds on all plans have an entry age up to 5 years 11 months. For Rabbits, the entry age is up to 1 years 11 months and for Horses the entry age is up to 15 years 11 months.

Once you have arranged cover and the policy is renewed each year, they will be covered for life!

To view more info on our plans, click here.

What is Co-Pay?

Co-Pay is the percentage or dollar amount of each eligible claim that you contribute. So for example, on our Rhodium Plan, if you have an eligible claim for $4,000 you would contribute $150 and Pet-n-Sur would contribute $3,850. On our Platinum Plan, the Co-Pay percentage is 20% so for the same example you would contribute $800 and Pet-n-Sur would contribute $3,200.

On some plans, the Co-Pay percentage will vary for certain treatments and on older pets.

You will find more info on how Co-Pay works on the Our Plans page and in your Policy Schedule.

Which plan is best for my pet?

There are a few considerations to make. Our most popular plan for Cats is our Silver Plan and for Dogs our Gold Plan is the most popular choice. These plans offer comprehensive cover including benefits for Annual Vaccinations, De-sexing, Micro-chipping, Alternative Therapies and Funeral Costs to name a few.

With a $150.00 fixed Co-Pay, our Rhodium Plan for Cats and Dogs is popular among clients who are happy to pay general day to day vet treatments but like the idea of Peace of Mind Protection for larger unexpected bills.

For Horses, our Gold Plan is the most popular and includes cover for Vet Bills, Annual Vaccinations, Theft, Saddlery / Tack and Floats.

Our Surgical Plans for Cats and Dogs and our Silver Plan for Horses, offer affordable cover options from as little as $0.38c per day for Cats, $0.60c per day for Dogs and $0.64c per day for Horses.

Have a look at Our Plans page for more details. If you have any queries, get hold of us via the Contacts Page and we will provide the info you need.

What do your exisiting clients say about you?

We think the best way for you to get this answer is to check out our Client Testimonials.

Is there a stand-down period for cover?

Yes, on new policies there is a 21 day stand-down period for medical treatments and 7 day stand-down period for accident related treatments from the day your cover commences. However, with Pet-n-Sur, when your policy is renewed, the stand down period is waived!

What does '7 Day Free Look Period' mean?

You will have 7 days after the Commencement Date of your policy to consider the full terms and conditions of the policy you have taken out. If you are not happy or change your mind during this 'free look' period, notify us in writing and we will cancel the cover and refund any payments you have made. An exception to this would be if you make a claim during the 'free look' period.

After the 'free look' period has passed, we understand that you have considered the Policy Schedule and Wording and we commit to providing the cover you requested.

Are specialist veterinarian costs covered?

Yes, Specialist Veterinarian costs are covered. On some plans the Co-Pay percentage for treatments by Specialist Veterinarians will vary.

You will find more details on the Our Plans page. Your Policy Schedule and Wording will contain full details on cover for Specialist Treatments.

What is a hereditary condition and are they covered?

Hereditary Conditions are defined as conditions that occur in your Cat, Dog or Rabbit where the breed has a genetic predisposition to that condition. These conditions may or may not be apparent in the pets parents however they show a clearly familial pattern of occurrence or a clear breed predispostion, as evidenced by a markedly increased odds ratio of the disease occurring in that breed when compared with the general Dog, Cat or Rabbit population.

That's certainly a bit of a mouthful, however, the good news is that with Pet-n-Sur, Hereditary Conditions that present for the first time after your pet's third birthday will be covered!

Are Pre-Existing conditions covered?

No. This is the main reason why Pet-n-Sur and your vet or breeder recommend you get your pet covered as early as possible and keep them covered each year!

Pet-n-Sur can provide cover for Cats and Dogs from 4 months of age, Rabbits from 2 months and Horses from 12 months.

Will my pet be covered for the treatment of ongoing conditions?

The short answer is, Yes!

Pet-n-Sur will provide cover for the life of your pet even if they require ongoing treatment. On some plans, your Co-Pay percentage will vary on ongoing and chronic conditions however as long as your Policy is renewed each year, your pet will have access to the full benefits available every year.

For more info, head over to the Our Plans page. Full details are contained in your Policy Schedule and Wording.

Are things like routine dental treatments, flea treatments or routine eye surgery covered?

Pet-n-Sur's policies are designed to help you and your pet with those unexpected events that can lead to costly bills. Things like routine dental treatments therefore, are not covered.

However, if you have a dental claim that relates to an accident, we can cover that! And some of our plans do offer contributions for annual care items like vaccinations.

For more info, have a look at the Our Plans page. Details on your selected plan will be contained in your Policy Schedule and Wording.

Why is my dog classified as a 'Select Breed'?

The basic answer is just as some dogs cost more to feed, some breeds cost more to care for.

Particular breeds are identified as being of higher risk and accordingly premiums are set that reflect the increased risks associated with these particular dogs.

Select Breed dogs include - All Bulldog breeds, All Mastiff Breeds, All Staffordshire Terriers, Anatolian Shepherd, Basset Hound, Beauceron, Bernese Mountain Dog, Bloodhound, Bouvier des Flandres, Boxer, Briard, Dachshund, Deerhound, Doberman Pinscher, Dogue de Bordeaux, Giant Schnauzer, Great Dane, Greyhound, Irish Wolfhound, Leonberger, Lurcher, Munsterlander, Newfoundland, Old English Sheepdog, Rhodesian Ridgeback, Rottweiler, Shar Pei, Soft Coated Wheaten Terrier, St Bernard or any crosses of these breeds.

To view more info on our plans, click here.

Are there any other Specific Terms and Conditions?

Your Policy Schedule and Policy Wording contains all the Terms and Conditions that relate to the Policy you choose. Once you receive that document, read through it to make sure you are happy with the cover you selected.

Our generic Policy Wording can be viewed here - Rhodium Plans, General Cat and Dog Plans, Exotic Plans and Equine Plans.

If you have any questions or queries regarding your cover, get hold of us via the Contact Page or call our team on 0800 738 678.

How do I make a claim?

Claim forms are available here on our website for download.

Simply complete the form, attach all clinical summaries and receipts relating to the claim and send it to us by email or post. You will find the details for this on the Claim Form.

We will acknowledge receipt of your claim and our in-house Claims Team will manage your claim.

Our goal is to make the process as stress free as possible for you. You can help us help you by taking the time to ensure your Claim Form is fully completed and all Clinical Notes and receipts for payment are attached - incomplete claim forms are the No1 reason for delays!

Why can't I fill in the online Claim Form?

The claim form on the site needs to be opened either in a Chrome browser or saved to your computer and opened with Adobe Acrobat Reader. There is a link to download this for free on our Claims Page.

Sometimes, browsers like Firefox, Edge and Safari will open the claim form but you can't fill it in. If this happens, remember to save the pdf file to your computer or mobile device and then open the claim form with your Adobe Acrobat Reader.

If you still have problems, email claims@petnsur.co.nz and let us know how you would like us to send you a claim form.

How long does it take to process my claim?

Obviously some claims are more complex than others and can take longer to effectively manage. However we are committed to processing your claim as efficiently as possible.

And we don't just say that, we do that - 95% of claim payments are made within 14 days; 99.5% within 21 days!

Can I get a Pre-Approval on my claim?

Yes, you can!

Pre-Approval is when we agree to pay the vet directly rather than the standard basis of 'you pay, we reimburse' as we know there will be times when you face a large bill and need to know beforehand what cover you have available.

Pet-n-Sur can look at pre-approving a claim when the estimated costs are $1,000 or greater. We just need some notice and a full clinical history to make the assessment.

For pre-approval on upcoming claims, get hold of our Claims Team on 0800 738 678 or email claims@petnsur.co.nz as early as possible.