--- title: "Frequently asked questions" id: "349" type: "page" slug: "faqs" published_at: "2025-11-24T05:01:47+00:00" modified_at: "2026-03-17T07:54:13+00:00" url: "https://rspcapetinsurance.org.au/faqs/" markdown_url: "https://rspcapetinsurance.org.au/faqs.md" excerpt: "Your RSPCA Pet Insurance FAQs Have questions? We’re here to help. Whether you’re new to pet insurance or just want to understand the finer details, we’ve compiled answers to the most common questions about RSPCA Pet Insurance, so you can..." --- # Frequently asked questions Your pet insurance questions, answered. ## Your RSPCA Pet Insurance FAQs Have questions? We’re here to help. Whether you’re new to pet insurance or just want to understand the finer details, we’ve compiled answers to the most common questions about RSPCA Pet Insurance, so you can make informed decisions with confidence. Our aim is to help you feel confident, informed and supported, so you can choose the right cover for your furry family member. ## Popular topics [RSPCA partnership change](https://rspcapetinsurance.org.au/faqs/rspca-partnership-change/#title) [Insurance 101](https://rspcapetinsurance.org.au/faqs/insurance-101/#title) [About RSPCA Pet Insurance](https://rspcapetinsurance.org.au/faqs/about-rspca-pet-insurance/#title) [Our cover](https://rspcapetinsurance.org.au/faqs/our-cover/#title) [Pre-existing conditions](https://rspcapetinsurance.org.au/faqs/pre-existing-conditions/#title) [Policy details](https://rspcapetinsurance.org.au/faqs/policy-details/#title) [Paying your premium](https://rspcapetinsurance.org.au/faqs/paying-your-premium/#title) [Claims](https://rspcapetinsurance.org.au/faqs/claims/#title) [Direct2Vet](https://rspcapetinsurance.org.au/faqs/direct2vet/#title) [Pet Support](https://rspcapetinsurance.org.au/faqs/pet-support/#title) [Insuring your adopted pet](https://rspcapetinsurance.org.au/faqs/insuring-your-adopted-pet/#title) ## Explore all FAQs [RSPCA partnership change](https://rspcapetinsurance.org.au/faqs/rspca-partnership-change/#title) Affected by the recent partnership change? Here’s what you need to know about the transition and how to come home to RSPCA Pet Insurance. ### Who is my insurer and what should I do? The RSPCA has partnered with a new insurance provider, a change designed to better support pets and RSPCA animal welfare initiatives. If you have an active RSPCA-branded pet insurance policy that started before 1 April 2026, this means your policy is no longer contributing to the RSPCA. The good news? Switching to a policy that does is simple. [Click here](https://rspcapetinsurance.org.au/come-home-to-rspca/) to find out more. **Policies purchased on or after 1 April 2026:** Are underwritten by Pacific International Insurance. **Policies purchased prior to 1 April 2026:** Are underwritten by The Hollard Insurance Company. For claims, service enquiries, or complaints, [click here](https://petportal.rspcapetinsurance.com.au) to access the customer portal. ### I’m not sure if I still have an RSPCA Pet Insurance policy. How can I check? If you’re unsure whether your pet’s still insured with RSPCA Pet Insurance, please reach out to our customer care team so we can check for you. You can call, email or leave a message for us to call you. Simply [click here](https://rspcapetinsurance.org.au/contact-us/) . ### Why can’t I log into my customer portal anymore? If you can’t log into our customer portal anymore, your policy might still be with the RSPCA’s previous insurance provider. Please reach out to us so we can check what’s happened and guide you from there. [See more](https://rspcapetinsurance.org.au/faqs/rspca-partnership-change/#title) [Insurance 101](https://rspcapetinsurance.org.au/faqs/insurance-101/#title) New to pet insurance? You’re in the right place! Here, you’ll find simple answers to the questions most pet parents ask when getting started. ### What is pet insurance and how does it work? Pet insurance is a financial safety net that helps you pay for vet bills. With RSPCA Pet Insurance, you pay a premium and, subject to the details in your [Product Disclosure Statement (PDS)](https://rspcapetinsurance.org.au/product-disclosure-statement/) , if your pet gets sick or injured, we cover part of your vet costs. That way, you can focus on what truly matters: Helping your pet get back on their paws. ### Why should I consider getting pet insurance? Even the healthiest pets can face an unexpected vet visit. Pet insurance helps you manage those surprise costs, giving you peace of mind that you can provide your pet with the care they need. At RSPCA Pet Insurance, we offer one of the most customisable insurance solutions on the market, allowing you to tailor your cover to fit your pet’s needs. ### How much does pet insurance normally cost? The cost of pet insurance depends on your pet’s personal risk profile. Things like their age, breed, claims history and even where you live can all affect your premium. As every pet is unique, the best way to find out is to get a quick, commitment-free quote based on your pet’s details. Not currently an RSPCA Pet Insurance policyholder? [Click here](https://quote.rspcapetinsurance.org.au/) . Current or previous RSPCA Pet Insurance policyholder? [Click here](https://quote.rspcapetinsurance.org.au/Quote/UploadCertificate?newUpload=true) . [See more](https://rspcapetinsurance.org.au/faqs/insurance-101/#title) [About RSPCA Pet Insurance](https://rspcapetinsurance.org.au/faqs/about-rspca-pet-insurance/#title) Knowing who’s behind your pet insurance makes all the difference. In this section, you’ll learn more about us, how we do things, and how we protect your information. ### Is RSPCA Pet Insurance part of the RSPCA? RSPCA Pet Insurance was created as part of a strategic partnership between the RSPCA and [Pacific International Insurance](https://www.pacificins.com.au/) . The RSPCA plays a vital role in providing input into our product. On top of that, your RSPCA Pet Insurance policy supports the RSPCA’s animal welfare initiatives. So, when you insure your pet with us, you’re not just protecting them, you’re also helping vulnerable animals across Australia get the care they need. ### Who underwrites RSPCA Pet Insurance? [Pacific International Insurance](https://www.pacificins.com.au/) , an Australian insurance company helping Australians protect what matters most. Pacific International Insurance is fully licensed in Australia and regulated by the Australian Prudential Regulation Authority (APRA), so you can have confidence in the cover your pet receives. ### Is your pet insurance available across Australia? Absolutely! We care for pets in every corner of Australia, so you can get an RSPCA Pet Insurance policy for your pet no matter where you are. [See more](https://rspcapetinsurance.org.au/faqs/about-rspca-pet-insurance/#title) [Our cover](https://rspcapetinsurance.org.au/faqs/our-cover/#title) Wondering if an RSPCA Pet Insurance policy is right for you and your pet? Here’s a quick look at what you can expect from our cover. ### What makes RSPCA Pet Insurance different? We know animals! Drawing on the RSPCA’s 150+ years’ experience in the animal welfare space, we understand what pets need to live happy, healthy lives. Our PetFlex product is among the most customisable on the market, with no sub-limits to restrict your pet’s treatment. Our policies also contribute to the RSPCA’s animal welfare initiatives, helping animals in need across Australia. ### By taking out an RSPCA Pet Insurance policy, am I supporting the RSPCA? Yes! Our policies contribute to the RSPCA’s animal welfare initiatives across the country. That means, while you’re looking after your own furry friend, you’re also helping animals in need get the care and support they need. ### What does RSPCA Pet Insurance cover? Our policies include cover for illnesses, injuries, essential euthanasia, and emergency boarding. When it comes to adding extra cover: - **PetFlex product:** You can add cover for things like dental illnesses, supportive therapies, behavioural conditions, and routine care. - **PetShield product:** You can add cover for routine care. For more information, please refer to our [Product Disclosure Statement (PDS)](https://rspcapetinsurance.org.au/product-disclosure-statement/) . [See more](https://rspcapetinsurance.org.au/faqs/our-cover/#title) [Pre-existing conditions](https://rspcapetinsurance.org.au/faqs/pre-existing-conditions/#title) Not sure what impact your pet’s health history has on your policy? Let’s explore the topic of pre-existing conditions, how we handle them, and what it means for you. ### What is a pre-existing symptom or condition? A pre-existing symptom or condition may include any injury, illness, dental issue, or behavioural problem your pet had before your cover started. This includes conditions where symptoms first appeared, were checked by a vet, or that you already knew about before you took out a pet insurance policy. For more information, please refer to our [Product Disclosure Statement (PDS)](https://rspcapetinsurance.org.au/product-disclosure-statement/) or reach out to our team. ### Does RSPCA Pet Insurance cover pre-existing symptoms or conditions? Pre-existing symptoms or conditions generally aren’t covered. That said, if you’d like us to take a closer look, you can apply for a review. In some cases (for example, if the condition was temporary) we may be able to make an exception. We’re here to help you understand what’s possible and guide you through the process. ### Can a pre-existing symptom or condition be reassessed? Yes! To have your pet’s pre-existing symptom or condition assessed, simply speak to our team and we’ll make the necessary arrangements. [See more](https://rspcapetinsurance.org.au/faqs/pre-existing-conditions/#title) [Policy details](https://rspcapetinsurance.org.au/faqs/policy-details/#title) Life doesn’t stand still... Personal details change, new pets join the family, and insurance needs evolve. Here’s how to manage your policy with ease throughout it all. ### Is my pet eligible for cover? To determine whether your cat or dog qualifies for our cover, there are a few things we consider, like their age, breed, and overall health. Unfortunately, we don’t cover exotic pets, pets used for commercial work or sporting activities, or certain breeds classified as banned or dangerous. If you’re unsure whether your pet qualifies, [our team](https://rspcapetinsurance.org.au/contact-us/) is always happy to help provide some clarity. ### Can I switch to RSPCA Pet Insurance from another insurer? Of course! Switching to RSPCA Pet Insurance is simple, and we’re here to help you every step of the way. You can get a quote online or give us a call on [1300 777 220](tel:1300777220) , and we’ll guide you through the process. If you have an active RSPCA Pet Insurance policy that started before 1 April 2026, please note that it’s no longer contributing to the RSPCA. To come home to a policy that protects your pet and supports the RSPCA’s work, [click here](https://rspcapetinsurance.org.au/come-home-to-rspca/) . ### Are there any exclusion periods? Yes, for brand new policies there are several exclusion periods, which is typical in the pet insurance industry. If you have an active RSPCA Pet Insurance policy that started before 1 April 2026 and you provide us with your current RSPCA Pet Insurance Certificate of Insurance (COI), then we can waive new waiting periods. For more information, please refer to our [Product Disclosure Statement (PDS)](https://rspcapetinsurance.org.au/product-disclosure-statement/) . [See more](https://rspcapetinsurance.org.au/faqs/policy-details/#title) [Paying your premium](https://rspcapetinsurance.org.au/faqs/paying-your-premium/#title) When it comes to costs, we believe in keeping things simple and transparent. Read on to explore our payment options, how we calculate premiums, and more. ### Do you offer different payment frequencies? Yes, we do. When you take out your policy you can choose to pay your premium fortnightly, monthly, or annually. If you ever need to make a change, simply get in touch with our customer service team and we’ll walk you through your options. Keeping your payments up to date ensures that there’s no interruption to your pet’s insurance. It means your pet stays protected, and you can have peace of mind knowing their cover is in place when they need it most. ### How do you determine my premium? Your premium is based on a few key details that help us understand your pet’s unique needs. We consider factors like their age, breed, inflation and health history, along with the cover limits and benefit percentages you’ve chosen. Each year, we also review vet care trends and claim patterns to make sure your premium continues to reflect the real cost of keeping your pet protected and cared for. ### Will my premium change over time? Your premium may change over time. Like most insurers, we review your policy once a year, around the time when you first took out your policy. This is known as an annual renewal, and it helps us make sure that your premium stays fair and up to date with real-world factors like inflation and vet costs. We also factor in things like your pet’s age, breed, and any changes in their health, ensuring that your premium provides the right level of cover for their specific needs. A great thing about RSPCA Pet Insurance’s PetFlex product is how customisable it is, so you can adjust your cover and benefits to find a premium that works for your budget and your pet’s needs. [See more](https://rspcapetinsurance.org.au/faqs/paying-your-premium/#title) [Claims](https://rspcapetinsurance.org.au/faqs/claims/#title) Got a question about our claim process? Let’s walk you through it so you can focus on what truly matters: Your pet’s wellbeing. ### How do I submit a claim with RSPCA Pet Insurance? There are two easy ways to submit a claim with RSPCA Pet Insurance: - **Have your vet do it for you** If your vet is registered for our Direct2Vet portal, they can submit your claim on your behalf. If it’s approved, we’ll pay your vet directly for the covered portion and you’ll simply need to pay any remaining costs not covered by your policy. (To learn more about our Direct2Vet portal, [click here](https://rspcapetinsurance.org.au/direct2vet-for-customers/) .) - **Submit it yourself online** You can also submit a claim through our online customer portal. Simply log in, follow the instructions (including uploading your vet’s invoice and any supporting documents) and click ‘Submit’. Once your claim’s assessed and approved, we’ll reimburse you. ### Do I need pre-approval before treatment? No, you don’t need pre-approval before your pet receives treatment. We know that when your pet is unwell or injured, the last thing you want is red tape slowing things down. You can go straight to your trusted vet for the care your pet needs. If you’re unsure whether a treatment may be covered, you’re welcome to contact us before proceeding. Our team can talk through your pet’s condition and treatment plan and help you understand what may be covered and what your out-of-pocket costs might be. ### Will you pay the vet directly? Yes, in some cases. If your vet submits your claim to Direct2Vet (our online claims portal for vet clinics) and it’s approved, we’ll pay your vet directly. You’ll then just need to pay any remaining costs not covered by your policy. If you submit your claim yourself via our customer portal, we’ll reimburse you once your claim has been assessed and approved. [See more](https://rspcapetinsurance.org.au/faqs/claims/#title) [Direct2Vet](https://rspcapetinsurance.org.au/faqs/direct2vet/#title) From timelines to payments, here’s what you need to know about Direct2Vet, our online claims portal for vet clinics. ### What is Direct2Vet? Direct2Vet is RSPCA Pet Insurance’s online claims portal for vet clinics, which allows vets to submit pet insurance claims on your behalf. If your claim is approved, we pay your vet directly for the covered portion, and you simply pay the gap (the difference between your vet’s invoice and what’s covered by your policy). ### How does Direct2Vet work? Here’s how it works when your vet uses Direct2Vet: - You visit a participating vet clinic - Your vet submits your pet insurance claim on your behalf - Our team reviews the claim based on your policy terms - If approved, we pay your vet directly - You pay any remaining amount not covered by your policy ### What will I need to pay? If your claim is approved, you’ll need to pay any costs not covered by your policy. This may include: - The gap between your vet’s invoice and what’s covered - Any exclusions - Costs above your policy limits [See more](https://rspcapetinsurance.org.au/faqs/direct2vet/#title) [Pet Support](https://rspcapetinsurance.org.au/faqs/pet-support/#title) From everyday questions to urgent concerns, our Pet Support phone line connects you with dedicated experts who can provide general guidance on your pet’s health. Here’s how it works and what you can expect. ### What is ‘Pet Support’? Pet Support is a telephonic service that connects you with experts who can provide trusted pet health support. Whether you’re worried about a sudden symptom or just need some general guidance, our team can help you decide if your pet needs to see a vet or if it’s something you can manage at home. It’s triage support, just a phone call away! ### Can I use your Pet Support phone line even if I’m not a customer? Unfortunately, our Pet Support phone line is only available to our policyholders. It’s one of the ways we offer a little extra support and peace of mind to our policyholders when they need it the most. ### Who will I be talking to when I call? When you call our Pet Support phone line, you’ll be speaking with one of our dedicated experts. They’re here to listen, offer general guidance, and help you decide what’s best for your pet’s health and wellbeing. [See more](https://rspcapetinsurance.org.au/faqs/pet-support/#title) [Insuring your adopted pet](https://rspcapetinsurance.org.au/faqs/insuring-your-adopted-pet/#title) Whether you’ve recently adopted a new pet or are considering it, here’s how to make sure they’re covered. ### Do you offer insurance for adopted pets? Yes! We provide cover for adopted pets just like any other. You can get a [quote online by clicking here](https://quote.rspcapetinsurance.org.au/) , or you can give us a call ([1300 777 220](tel:1300777220) ), and we’ll help you choose the right cover for your new furry friend. ### Will I enjoy any benefits on my RSPCA Pet Insurance policy if I adopt from an RSPCA shelter? Yes! When you purchase a pet insurance policy for your newly adopted pet, we’ll give you the first two months free. It’s a little extra support as they settle into their new life with you. For the full terms and conditions of our adoption offer, [click here](https://rspcapetinsurance.org.au/rspca-adoption-offer-terms-and-conditions/) . ### What’s covered when I insure my adopted pet? Your adopted pet qualifies for the same cover as pets from other sources, giving them all the protection they need. Our cover is highly customisable, so you can adjust things like your excess, benefit percentage, and even add extras such as dental illness cover. This way, you can tailor your policy to suit your pet’s unique needs. [See more](https://rspcapetinsurance.org.au/faqs/insuring-your-adopted-pet/#title) ## Have more questions? Leave your details and we'll get in touch ## Get an RSPCA Pet Insurance policy Protect your pet. Support animals in need. [Get a quote](https://quote.rspcapetinsurance.org.au/) Call me