RSPCA Pet Insurance
Effective date: 1 April 2026
Who provides the services described in the Financial Services Guide (‘FSG’)
The insurer is Pacific International Insurance ABN 83 169 311 193, AFSL 523921 (‘Pacific’).
RSPCA Pet Insurance ABN: 26 685 406 973, AR: 1318294 is an Authorised Representative (AR No.) of Pacific.
RSPCA Pet Insurance is authorised by Pacific to distribute RSPCA branded pet insurance products.
RSPCA Pet Insurance’s contact details are:
Email: support@rspcapetinsurance.org.au
Website: www.rspcapetinsurance.org.au
Phone: 1300 777 220
Postal Address: RSPCA Pet Insurance, PO Box 550, Kotara, NSW, 2289
Pacific International Insurance holds a current Australian Financial Services License No: 523921 and is:
- Responsible for the financial services distributed by RSPCA Pet Insurance;
- Responsible for the content and distribution of this FSG; and
- Authorises the distribution of this FSG by RSPCA Pet Insurance.
Our contact details are:
Email: contactus@pacific.com.au
Website: Contact – Pacific International
Phone: 1300 009 332
Postal Address: PO Box 550, Kotara, NSW, 2289
1. Purpose of this FSG
This FSG sets out the financial services provided to you by the organisations associated with RSPCA Pet Insurance. It is designed to assist you in deciding whether to use any of those services and contains the following information:
- Information about services;
- How we and others are paid;
- Any potential conflicts of interest;
- Any potential conflicts of interest;
- Our internal and external dispute resolution procedures and how you can access them; and
- Any arrangements in place to compensate clients for losses.
Any financial services provided in accordance with this FSG only relate to RSPCA Pet Insurance products which RSPCA Insurance is authorised to issue pursuant to Pacific International Insurance’s AFSL.
Please read this document carefully and keep it in a safe place for your reference and for any future dealings with us.
2. Effective date of this FSG
This FSG applies from 1 April 2026 and remains in effect unless a new FSG is issued to replace it.
3. Who is responsible for the financial services provided?
Pacific International Insurance is the holder of the AFSL No: 523921 and is responsible for the financial services provided by RSPCA Pet Insurance in relation to any products issued by RSPCA Pet Insurance or Pacific International Insurance.
4. What kinds of financial services are we authorised to provide and what kinds of financial products do those services relate to?
RSPCA Pet Insurance is an Authorised Representative of Pacific International Insurance and is authorised to provide financial services in relation to RSPCA Pet Insurance products. RSPCA Pet Insurance is authorised to arrange the issue of pet insurance and to provide general advice through marketing materials about the product (Authorised Representative No, 1318294).
5. Product Disclosure Statement (‘PDS’)
If we offer or arrange for the issue of an insurance policy to you, we will also provide you with an up-to-date PDS. The PDS will contain information about the particular policy which will assist you in making an informed decision about purchasing that policy. The PDS is a very important document, and you should read it carefully to decide whether the product is right for you taking into account your individual objectives, financial situation and needs. Please keep the PDS in a safe place for your reference and for any future dealings with us.
In some cases, we may make a general recommendation or provide an opinion about the insurance products (‘General Advice’). We do this without consideration of your individual objectives, financial situation and needs. We do not provide any advice on whether other products may be more suitable for your needs or which of the product options may best be suited to your needs.
Before proceeding with purchasing a product, you must consider whether the product is right for you.
6. Who we act for
RSPCA Pet Insurance distributes Pet Insurance to You as an authorised representative of Pacific International Insurance.
Pacific International Insurance is the insurer of your Policy.
7. General Insurance Code of Practice
The General Insurance Code of Practice was developed by the Insurance Council of Australia to raise standards of practice and service across the Insurance Industry. The Code Governance Committee (‘CGC’) is an independent body that monitors and enforces insurers’ compliance with the Code. If you would like more information on the Code of Practice and how it assists you, please contact us for further information using the details provided earlier in this FSG.
For more information on the CGC go to https://insurancecode.org.au/
8. Associations
The RSPCA is an Authorised Representative 1318294 of Pacific International Insurance and is authorised to promote RSPCA Pet Insurance which is issued by Pacific International Insurance. The RSPCA does not act for you and does not provide personal advice about RSPCA Pet Insurance.
9. What we do with your information and how you can access it
We are committed to implementing and promoting a privacy policy which will ensure the privacy and security of your personal information.
If you apply for one of our insurance products, we will collect information from you for the purpose of assessing your eligibility for the product and whether to arrange insurance for you and if so, on what terms. If we agree to issue the relevant insurance, we will use the information to manage rights and obligations under the insurance product.
Please note, we do not trade, rent or sell your information.
You can request the details of the information we hold on file about you at any time.
For a full privacy collection statement, please refer to the PDS and our Privacy Policy.
If you require assistance with locating the PDS or the Privacy Policy, please contact us and we will arrange for those documents to be sent to you.
This FSG and any other FSG given to you as well as any PDS that we provide will be retained for the period required by law.
10. How we are paid for our services
Premium
When we issue you with an insurance policy, you will pay a premium based on our assessment of the risk profile you have provided. The total amount you pay is the premium (plus any government taxes, duties or levies such as GST and stamp duty) and a Policy Fee (if applicable).
When you pay the premium to Pacific, we will earn our commission and policy fee from the premium and policy fee you pay.
You can elect to pay the premium by any of the payment methods set out in your invoice or COI. You are required to pay us within the timeframe set our in the invoice. All collected premium, applicable fees and statutory charges are to be held in a trust account in accordance with statutory provisions.
Commission
RSPCA Pet Insurance is paid a commission by the insurer for distributing pet insurance on behalf of the insurer. RSPCA Pet Insurance receives up to 12.48% commission on policies sold. Any Pacific International Insurance employees who provide services in connection with the pet insurance receive an annual salary
The commission applies to each policy issued or renewed through us. The commission may not be refundable in the event of a cancellation unless the policy is cancelled either within the cooling off period or is a full term cancellation.
Further information is available upon request.
Referrals
We may pay a referral fee to others who refer you to us where that referral leads to a policy being sold. If we do pay a referral fee it will be paid out of our commission or fees and not in addition to those amounts. This will be of no additional cost to you.
Pet Policy fee
We may charge you a Policy fee up to $60 per annum inclusive of GST. The Policy fee, as applicable, will be noted on the tax invoice. We can tell you the exact fee at the time you contact us. The Policy fee includes meeting out costs of preparation and distribution of documentation.
The Policy fee applies to each policy issued or renewed through us and may not be refundable in the event of a cancellation unless the insurance policy is cancelled either within the cooling-off period or is a full-term cancellation.
Further Information
You may request particulars of our remuneration or other benefits, including, to the extent relevant, a statement of the range of amounts or rates within a reasonable time following receipt of the FSG and before we provide any financial service to you.
11. Your duty not to take reasonable care not to make a misrepresentation
Under the Insurance Contracts Act (‘ICA’), you have a duty to take reasonable care not to make a misrepresentation. The relevant section is 20B. This duty is also set out in the policy documents we issue upon purchase of the policy and is associated with the contract of insurance.
12. Conflicts of Interest
We take any potential or actual conflicts of interest very seriously and have a conflict of interest policy. Conflicts of interest occur when your interests, whether in whole or in part, may not align with, or could potentially differ from ours. We manage conflicts of interests through adequate controls, disclosures and avoidance. We also provide training to our employees to identify conflicts of interest and encourage the early reporting of potential conflicts of interest.
13. What arrangements do we have in place to compensate clients for losses?
RSPCA Pet Insurance and Pacific International Insurance have professional indemnity insurance in place. The PI insurance covers RSPCA Pet Insurance and Pacific International Insurance for claims made against us as a result of our conduct or conduct by our employees (or former employees) in the provision of financial services.
14. Our complaints process
RSPCA Pet Insurance and Pacific International Insurance are committed to meeting and exceeding our clients’ reasonable expectations wherever possible and would like to know if your reasonable expectations have not been met.
You are entitled to make a complaint about any aspect of your relationship with us including the conduct of our agents and authorised representatives. We will attempt, in good faith, to resolve any complaint/dispute in a fair, transparent and timely manner.
We aim to comply with the General Insurance Code of Practice (‘GICOP’) and any relevant Australian Securities and Investment Commission (‘ASIC’) guidelines.
The complaints process is also set out in the relevant PDS.
Any complaint relating to this insurance should be referred to RSPCA Pet Insurance in the first instance.
Email: resolutions@pacificins.com.au
Telephone: 1300 777 220
Website: www.rspcapetinsurance.org.au
We aim to acknowledge receipt of your complaint within 1 business day and keep you informed of progress no less then every 10 business days unless resolved earlier. Provided we have all the necessary information and have completed any necessary investigations we will respond to your complaint within 30 calendar days.
AFCA’s contact details are:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
If you require further information, you can access our Complaints and Dispute Resolution Process available on RSPCA’s website at www.rspcapetinsurance.org.au.
15. How you can instruct us
You can contact us to give instructions by post, phone or email on the contact number or details mentioned earlier in this FSG.
16. More information
If you have any further questions about the financial services we provide, please contact us.
Please retain this document for your reference and any future dealings with us.
