FAQ

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. For Horses the maximum entry age is 19 years. We will insure a horse up to the age of 20 years.

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 $4,500 you would contribute $300 and Pet-n-Sur would contribute $4,200. On our Platinum Plan, the Co-Pay percentage is 20% so for the same example you would contribute $900 and Pet-n-Sur would contribute $3,600.

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 $300.00 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 $0.40c per day for Cats, $0.65c per day for Dogs and $0.43c 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 existing clients say about you?

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

​How much does it cost to care for a pet in New Zealand?

The cost of caring for a pet in New Zealand varies depending on the type of pet, its size, and its health needs. However, you can expect to spend several hundred dollars per year on food, vet care, and other supplies at a minimum. If you are considering getting a pet, it is important to factor in the cost of care before making a decision.

How can I save on pet expenses?

Ways to save include DIY grooming, homemade treats, home training for dogs, shopping during sales or buying in bulk, and preventive health care to avoid costly treatments.

What are some budgeting tips for new dog owners?

Here are some practical budgeting tips for new dog owners:

  • Anticipate costs: Plan for food, grooming, vet visits, and supplies.
  • Compare prices: Shop around for affordable pet supplies.
  • DIY grooming: Save on professional services by learning basic grooming tasks.
  • Home training: Train your dog at home or opt for cost-effective obedience classes.
  • Homemade treats: Create healthier, cheaper dog treats at home.
  • Regular exercise: Prevent health issues and reduce vet bills by keeping your dog active.
  • Preventive care: Invest in vaccinations and check-ups to avoid expensive treatments later.
  • Monthly budgeting: Set a fixed monthly amount for dog-related expenses.

These tips can make the journey of dog ownership enjoyable and financially sustainable.

​How can I budget for pet expenses?

Here are some useful tips to budget for pet expenses:

  • Determine current pet-related expenditures including food, treats, and grooming by tracking for a month or two.
  • Regularly review and adjust the budget as your pet's needs evolve over time.
  • Create a budget that covers routine costs and includes an emergency fund.

By following these steps, you can ensure that you're financially prepared for the joys and responsibilities of pet ownership.

How can I make having a pet more affordable?

Pet ownership is a long-term commitment that requires careful financial planning. Here are five tips for making pet ownership more affordable:

1 .Prioritise preventative care to catch health issues early, reducing potential high-cost treatments.

2. Invest in quality food for long-term health benefits and possibly fewer vet visits.

3. Opt for adoption over purchasing from breeders or stores.

4. Hunt for deals on pet food and supplies.

5. Consider pet insurance to mitigate unexpected vet expenses.

By following these tips, you can make pet ownership more affordable and enjoy the companionship of your furry friend for many years to come.

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 predisposition, 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 (but are not limited to) - 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.

On our Titanium Plan, in addition to those listed above, Select Breed dogs include Belgian Malinois, Belgian Shepherd, Bichon Frise, Boston Terrier, Cane Corso, Czechoslovak Wolfdog, Dogo Argentino, French Bulldog, German Shepherd, Huntaway, Irish Setter, Kangal, Pug, Pyrenean Mastiff, Scottish Deerhound, White Shepherd or any crosses of these breeds.

Pet-n-Sur from time to time may amend the Select Breed list.

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.

What is your Financial Strength Rating?

All licensed insurers are required to have a financial strength rating ("FSR") from a rating agency authorised for this purpose by the Reserve Bank of New Zealand. Beneficial Insurance Limited has been rated B++ Outlook Stable by AM Best Company. The AM Best company financial strength rating scale is as follows:

Secure

A++, A+ (Superior)

A, A- (Excellent)

B++, B+ (Good)

Vulnerable

B, B- (Fair)

C++, C+ (Marginal)

C, C- (Weak)

D (Poor)

E (Under Regulatory Supervision)

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 - 99.5% of claim payments are made within 14 days!

Can I get a Pre-Approval on my claim?

Yes, you can!

Pre-Approval is when we review an event prior to the procedure to advise on what cover will be available. Pet-n-Sur can look at pre-approving a claim when the estimated costs are $1,000 or greater.

We just need a few days notice and a full clinical history to make the assessment (note that pre-approval is applicable on future-dated events and is not a pre-payment - it is a review prior to the relevant procedure to give you peace of mind on what you could be covered for).

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.