Vets Own Pet Health Insurance

Caring for pets like family

Product Disclosure Statement (PDS)

This Product Disclosure Statement (PDS) is an important legal document required by the Corporations Act that contains details of your Vets Own Pet Health Insurance policy.

The PDS is designed to help you understand what you need to know about Vets Own Pet Health Insurance so that you can decide whether to buy it.

It is up to you to choose the cover you need because we, and our representatives do not advise you on whether this policy is specifically appropriate for your personal objectives, financial situation or needs. Remember you have a cooling off period and cancellation rights.

Please read this document very carefully and make certain that the policy is suitable for your needs.

The Hollard Insurance Company Pty Ltd (Hollard), ABN 78 090 584 473 issues this insurance product. Hollard is an insurance company authorised under s12 of the Insurance Act 1973. Hollard holds an Australian Financial Services License (No. 231436) and is authorised to deal in and provide financial product advice in general insurance products.

PetSure (Australia) Pty Ltd (PetSure) (ABN 95 075 9494 923, AR 268991) administers the pet insurance products. Vet’s Own Pet Health insurance is distributed by Vet Insurance Pty Ltd (ABN 36 097 980 875, AR 270906).

This guide contains important information about:

  • significant benefits;
  • significant risks;
  • amounts payable;
  • information about internal and external dispute resolution procedures;
  • cooling-off arrangements.

Significant Benefits

Vets Own Pet Health Insurance provides financial protection for Veterinary Expenses incurred for treatment of your pet (dog or cat) as a result of sudden and unexpected Injury or Illness and helps you afford the proper care your pet deserves.

Vets Own Pet Health Insurance offers Lifetime cover and depending on your choice of cover, a Good Health Reward that offers a rebate towards the following treatment: vaccinations; desexing; flea, tick and heartworm control; routine teeth scale and polishing; special prescription diets prescribed by your veterinarian; microchipping; and any other bona fide procedure or product that your veterinarian certifies is necessary for your pet’s continued good health.

Significant Risks

Vets Own Pet Health Insurance provides financial protection for Veterinary Expenses incurred for treatment of your pet (dog or cat) as a result of sudden and unexpected Injury or Illness and helps you afford the proper care your pet deserves.

Vets Own Pet Health Insurance offers Lifetime cover and depending on your choice of cover, a Good Health Reward that offers a rebate towards the following treatment: vaccinations; desexing; flea, tick and heartworm control; routine teeth scale and polishing; special prescription diets prescribed by your veterinarian; microchipping; and any other bona fide procedure or product that your veterinarian certifies is necessary for your pet’s continued good health.

Cost

The cost of the insurance policy is the premium you pay to Us plus any fees or charges if applicable which are disclosed in the Financial Services Guide (FSG). The premium you pay is calculated according the risks associated with the insured animal and is recorded on your Certificate of Insurance.

If you have a complaint

We hope that you never have reason to complain, but if you do we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.

1 – Immediate Response

Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.

Please contact us using one of the following means:

Phone: 1300 668 890 (Weekdays between 9am and 5pm AEST, except public holidays)
Writing: Vets Own Pet Insurance, Customer Service Complaints, Locked Bag 9021 Castle Hill NSW 1765

Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.

2 – Internal Dispute Resolution

If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1 – Immediate Response’), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business days of being escalated. The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.

3 – External Dispute Resolution

In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.

AFCA is an independent dispute resolution service provided free of charge.

You may contact AFCA at:
Australian Financial Complaints Authority (AFCA)
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Website: www.afca.org.au
Email: info@afca.org.au

Your Cooling Off Rights

You can return your policy to us within 21 days of the commencement of your first period of insurance, or upon renewal if we alter the terms and conditions of the policy. This date is documented on your Certificate of Insurance. If we receive your written request to cancel this policy within the 21 day period we will give you a full refund (less any taxes or duties payable that we are unable to have refunded).

You cannot return your policy before the 21 day period ends if you have exercised any of your rights or powers under the policy (e.g. you have made a claim). After the cooling off period ends you continue to have cancellation rights under the policy. These rights are set out in Section 12 of the policy wording.

Privacy

We use personal information about you to administer your insurance. We are committed to protecting your personal information in accordance with the National Privacy Principles. Our privacy policy can be viewed at our website www.hollard.com.au or a copy can be obtained by phoning 02 9253 6600.

We will never sell your personal information.

If you don’t want to receive information on any of our new products or services you can tell us on your proposal form or by e-mailing our privacy officer. Alternatively just contact us any time and let us know that you don’t want to receive information on any of our new products or services.

If you think our records are wrong or out of date, particularly your contact details, it’s important that you contact us and we’ll correct them. You may reasonably access the personal information we hold about you. If you would like to do so, please contact us.

Contacting us and Confirming Transactions

You can contact us via any of the methods on our Contact Us page.

Vets Own Pet Health Insurance is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, is arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and is distributed by PetSure’s Authorised Representative (AR) Vet Insurance Pty Ltd ABN 36 097 980 875, AR 270906. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing. PDS and Target Market Determination available at www.vetsown.com.au.