Frequently Asked Questions

You can check your policy schedule and Product Disclosure Statement.

Cats and dogs are covered under Coles Pet Insurance.

Yes – if you insure more than one pet under a policy you will receive a discount.

No – medical records are not required. However, you will need to provide your pets medical history when you claim.

Your pet must be older than 8 weeks and younger than 9 years when you purchase your policy.

Your vet will be able to provide you with an estimate of your pet's age after a physical examination. We don’t need your pet's date of birth; just how old they are in years.

We use a range of factors about you and your pet such as the species, breed, age, location and claims experience to calculate your premium.

A Benefit Level is the is the amount we will pay on eligible Claims, after you have paid your excess. It is subject to your Annual Benefit Limit and any other applicable sub-limits. For example, if you choose the 80% Benefit Level, we will cover up to 80% of your eligible Claims.

You can cancel your policy at any time by sending us an email at petinsurance@coles.com.au or by calling us on 1300 333 738.

Yes – you can see your own vet.

You can make a claim online or you can call us on 1300 333 738.

Generally, waiting periods are 21 days for most Accidental Injuries and Illnesses. For some Accidental Injuries we waive the waiting period completely. The waiting period for Cruciate ligament are 6 months. Specific waiting periods are shown in your policy and/or in your schedule.

Once we have all the necessary documents, it usually takes between 5-10 business days. If we need more information to assess the claim we will let you know.

A pre-existing condition is an accident or illness that occurred before taking out the policy or within the waiting period, and that you or your vet were aware of or could have been reasonably aware of. 

Accidents that have already occurred, ongoing illness and bilateral conditions will not be covered by our policies. Please refer to the PDS and TMDs for more information.

All Coles Pet Insurance policies have a $200 excess. More details can be found in your Product Disclosure Statement.

An excess is the amount you are required to pay when you make a claim on your policy. Coles Pet Insurance will then pay up to 80% or 100% of eligible bills covered by your policy based on your Benefit Level.

Coles Pet Insurance is provided by Australian insurer Guild. If you're experiencing vulnerability including family and domestic violence, please visit Guild Insurance important information & support to learn about the financial and support services available to you.