If your question isn’t here, just ask us!
What does Southern Cross pet insurance cover?
Our pet insurance covers you for veterinary fees if your cat or dog is injured or sick. This includes veterinary consultations, specialist care, surgery, diagnostic and post-operative treatment, imaging, prescription medicines and drugs.
Check the PetCare policy document or AcciPet policy document for full details.
What’s not covered by Southern Cross Pet Insurance?
Is there cover for pre-existing conditions?
Pre-existing conditions are not covered, including conditions that develop during the stand down period.
Do you only cover Cats and Dogs?
Do you insure infant or older pets?
You can start your pet on any PetCare plan from 8 weeks to 6 years of age. There is no age limit to start an AcciPet plan. Once they’re insured with us, we will provide cover throughout their lives.
Does my plan cover vaccinations or desexing?
On PetCare plans, we’ll pay $25 per year towards vaccinations or check-ups. You can also add day-to-day care to your PetCare policy as an option. This allows you to claim up to $75 per treatment (up to a total of $300 each year) for qualifying treatments, such as vaccinations and desexing.
What is the 20% co-payment about?
With a 20% co-payment, you’ll pay 20% towards the cost of eligible vet care. Full cover options are available on both plans as well. We do not have a fixed excess or minimum claim amount.
Does my policy cover inherited conditions?
Our PetCare plans provide cover for qualifying inherited conditions. These are genetic conditions passed down through the bloodlines from parents and grandparents to their offspring. Hip Dysplasia is a common example.
What is a congenital condition, and are they covered?
A congenital condition is a disease or abnormality which was present in your pet at birth, and which your pet had:
- signs or symptoms of the condition before the start date of your insurance (or the end of the stand down period); or
- signs or symptoms of the condition as determined by us.
Some clinical signs of congenital conditions won't necessarily be apparent until the pet is older.
Congenital conditions are not covered by your policy.
Here are some of the congenital conditions we do not cover. This is not an exhaustive list, and other conditions may be considered congenital in your pet's individual circumstances.
Patent ductus arteriosus; Pulmonic stenosis; Aortic stenosis (subaortic stenosis); Tetralogy of Fallot; Atrial septal defect; Ventricular septal defect; Persistent right aortic arch.
Congenital Portosystemic shunt- single shunt; Hepatic microvascular dysplasia (Portal vein hypoplasia); Atresia ani.
Ehlers-Danlos syndrome (collagen disorders); Skin folds (eg: nasal, vulval, lip); Dermoid Sinus; Alopecia (since birth).
Brachycephalic airway syndrome: elongated soft palate, everted laryngeal saccules, stenotic nares, laryngeal collapse, hypoplastic trachea; Situs inversus; Pectus excavatum.
Renal aplasia; Ectopic ureter; Persistent penile frenulum; Hypospadia; Deformity of the os penis; Penile hypoplasia; Hermaphroditism; Vestibulovaginal stenosis; Persistent urachus; Pelvic bladder.
Persistent hyperplastic primary vitreous; Retinal dysplasia (retinal folds); Collie eye anomaly; Entropion; Trichiasis; Distichiasis; Ectropion; Persistent pupillary membrane.
Caudal occipital malformation syndrome (COMS); Congenital Cerebellar ataxia; Spina bifida; Spinal dysraphism; Congenital deafness.
Kinked or cork screw tail; Dwarfism; Umbilical Hernia; inguinal hernias; Pinnal malformations; Malocclusion (misalignment of teeth); Under/ over shot jaw; Cleft palate.
How is my premium calculated?
Your premium is calculated when your policy begins, at each policy anniversary, or if you change your cover.
For dogs, we calculate your premium using your pet’s age, breed and plan. There are a number of reasons why some breeds cost more than others, including genetic pre-disposition, activity levels, even the size of the dog.
For cats, your premium is calculated using your pet's age and plan, but not breed.
Is there a Southern Cross member discount?
Yes, there is a 2.5% discount for Southern Cross Health Society members. The discount will be applied when you get a quote or buy online.
How can I pay?
You can pay your premium by direct debit or credit card. Direct debit is our preferred method and will save you 2.5% on your premium with our direct debit discount. You can choose your payment method when you apply. If you're already with us and would like to switch to direct debit, fill out a direct debit authority form. You can also call us on 0800 800 836.
Managing your policy
How do I add a pet to my policy?
The easiest way is to apply online. You can also contact us on 0800 800 836 if you would like to arrange cover over the phone.
Can I upgrade or downgrade my cover?
You can upgrade or downgrade your cover when you renew your policy every year. It’s a good idea to call us beforehand to check you fully understand how this will affect your cover.
How do I update my direct debit bank account number?
Updating your bank account number for an existing policy is easy. Simply click here to complete a direct debit form with your new details. These changes will take up to 3 working days to take effect and we will email you to let you know that we have made the changes for you.
How do I update my credit card number?
Updating your credit card number for an existing policy is easy. Simply phone us on 0800 800 836 with your new number and we will make the changes for you.
How do I make a claim?
It’s very easy to make a claim. Find out how to make a claim in 3 easy steps. We aim to pay claims as quickly as possible.
Do you offer pre-approval?
The policy cover is on the basis of “pay and then claim”. We can make better cover assessments when the treatment or procedure has been performed and we have all the necessary information to hand. However, we recognise that there may be occasions when you need an indication of policy cover prior to going ahead with treatment. In these cases, if there is a clear diagnosis we will do our best to provide an indication of cover but will need a copy of the relevant clinical notes/history records beforehand. We are unable to provide an indication of cover for diagnostic treatment.
What is a stand down period and what does it apply to?
A stand down period is the time from the policy start date when certain health conditions, signs, symptoms or events are excluded from cover. There is no stand down period for injury - cover begins from the start date of your policy. The following stand down periods (depending on the type of policy) apply from your policy start date:
- 21 days for illness;
- 90 days for cruciate ligament(s) and patella luxation(s);
- 90 days for dental care extra.
Please note the stand down period applies to the date of treatment, not the date the claim is submitted.
Cat and dog conundrums
Do I need insurance for each of my nine lives?
No, you’re all good. Our Pet Insurance plans will cover all your lives.
Do you think I ever catch my own tail?
Probably not, but do keep at it – we love watching you try on the internet.
If someone throws a ball and I don’t fetch it, will it ever come back?
We don’t know, it’s never happened!
Am I good boy…am I, am I?
Oh yes, you are! Yes, you are! That’s why we want to look after you so much.