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Contact us and get help

An important message for our pet parents

  • We are open and here to help, but our phone lines have longer wait times than usual right now. Where possible, we encourage you to use our Pet Portal, available 24/7. If you can’t find what you’re looking for, please select from the options below and use the related form to contact us.
  • We know that a lot of pet parents are doing it tough at the moment, and our dedicated team is here to help. If you’re in a vulnerable position or are experiencing financial difficulty, please contact us at help@petsure.com.au.
  • Our sales team is still able to assist with sales related enquiries on 1800 668 502 (Mon-Fri 8.30am-8pm AEST) or get an online quote here.

Whilst we’re experiencing some delays due to inevitable service disruptions, our team is working around the clock to provide assistance where it’s needed most. Your patience at this time is very much appreciated.

Please select what you wish to enquire about:

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  • To enquire about obtaining your initial or ordering an additional supply of Puppy Guides please complete the form below.
  • You can download the digital version of our Puppy Guide here.
  • If you no longer wish to receive promotional material from us, please fill out the following form, including the email address that you wish to unsubscribe.
  • Note that this will not unsubscribe you from email communications in relation to your policy.
  • If you would like to change your pet insurance policy contact details, please login to our Pet Portal.
  • Your opinion matters to us! If you want to share feedback, or just show us a pretty picture of your pet, this is the place to do it.
  • If you have any specific questions, try the other options on this page or check out our FAQs page.
  • If you would like us to call you, please fill out the form below. We will try to respond as soon as possible, but in some cases it may take us a day or two to get back to you.
  • If we can’t get hold of you, we will try to leave a voice message, but will also attempt to call you again the next day at the same time. Note that we usually call from a hidden number.
  • To help direct your enquiry to the best person, please tell us in a few words what your enquiry is about.
  • The preferred method to add another pet to your policy is to call us on 1800 668 502 and select Option 2.
  • When doing so, please quote your policy number or ensure you state the same name and postal address that you used for your current pet so we can match your policies.
  • You can also request a call back using the form below.
  • Please note that you are eligible for a 10% discount on premiums for any additional pets you insure with Bow Wow Meow Pet Insurance.
  • You can change to a new plan at any time, provided no claims have been paid out within your current policy period.
  • If any claims have been paid out within the current policy period, you will need to wait until your policy renews to change your level of cover.
  • To change your cover level, please call us on 1800 668 502 and select Option 2.
    Or you can request a call back using the form below.
  • Learn more about our plans for dogs here, and plans for cats here.
  • We are sorry to see you go! If there is anything we can do to convince you to stay, please let us know.
  • You may cancel your policy with us by either filling out the form below, emailing us or contacting our customer service team via phone on 1800 668 502.
  • As a general rule, if you made a claim within the policy period we require you to pay the full premium for the entire policy period. A cancellation fee may apply. Note that this is not applicable if your pet has passed away.
  • For further details around the cancellation process, please see our FAQs.
  • For any questions relating to your policy please use the form below or contact our customer service team via phone, using Option 2.
  • If you would like to know what is covered in your policy, when your policy renews or would like us to resend your policy documents, please use the form below.
  • You may also find the following links helpful in order to compare our plans for dogs, and plans for cats.
  • Your vet may be able to lodge claims directly with us on your behalf – please ask your vet if they have this service available.
  • The easiest way to lodge a claim yourself is via our Pet Portal, where you can upload your vet invoice for a new claim and see the status of any current claims. Login here.
  • Alternatively, you can submit your claim to us in the post. To do so, please follow these steps:
    1. Download a claim form
    2. Fill in the required information in Part 1 of the claim form and sign the form.
    3. Take the claim form to your vet, and have him/her complete the applicable sections. Ensure your vet includes his/her practice details on the attached invoice.
    4. Attach detailed itemised invoices and payment receipts to the completed claim form and mail it to us. Note that if this is your first accidental injury or illness claim, we also require a full veterinary history to be attached to the claim.
  • Please note:
    1. For illness claims, a 30 day waiting period applies from the commencement date of your pet’s first policy.
    2. A 6 month waiting period applies for cruciate conditions, unless we receive a completed Cruciate Ligament Examination form from your vet within 14 days of the examination date certifying that your pet has no cruciate ligament conditions.
    3. Where selected, a 30 day waiting period applies to alternative therapies.
    4. Where applicable, a 6 month waiting period applies to dental illness benefits.
  • When submitting your claim, please attach only original itemised invoices, payment receipts and consultation notes. This will help us process your claim quickly and accurately.
  • If this is your first accident or illness claim, we typically will need your pet’s full veterinary history.
  • We will usually contact your vet directly to get your vet history, but on some occasions we may ask you to get this.
  • If we advise you that we need more information, please contact your vet and ask them to provide your pet’s full vet history to us.
  • If, for any reason, you cannot access your pet’s full vet history, please advise us as soon as possible via the following form or phone.
  • Still have a question? Please use the form below or give us a call.
  • If your vet is recommending a treatment or procedure, it can be helpful to find out beforehand if it will be covered under your policy.
  • To request a pre-approval, please contact us using the form below or via phone on 1800 668 502 (Select Option 2).
  • Our claims are assessed on a claim by claim basis by our highly skilled claims team. If you are not happy with the outcome of a claim, it is best to contact us using the below form or give us a call on 1800 668 502.
  • More details about our complaints handling process are available here.
  • Once we receive all required documentation, your claim will be processed without delay and payment will be made either by cheque or directly to your nominated account.
  • We pay most eligible of claims within 5 working days following receipt of all requested documentation.
  • Still have a question? Use the form below or give us a call.
  • You can check the status of your claim via our Pet Portal. Login here.
  • Alternatively, use the form below or call us.
  • If we contact you to advise you that we need more information in order to process your claim, please contact your vet and ask them to provide your pet’s full vet history to us.
  • If, for any reason, you cannot access your pet’s full vet history, please advise us as soon as possible via the following form or phone.
  • You can change your contact details via our Pet Portal. Login here.
  • Alternatively, use the form below or call us.
  • You can change your payment details via our Pet Portal. Login here.
  • Alternatively, please give us a call.
  • If you have not logged in to the Pet Portal previously, you will need to sign up here.
  • Note that you will need your policy number to sign up. Please make sure the details you use to sign up to the Pet Portal match the details on your policy.
  • Once you have signed up, you can login with your email address or policy number and your password at any time. Just login here.
  • If you are still having issues or for other Pet Portal related questions, please fill in the following form, advising details of the issue you are having, and we will be in touch shortly.
  • The quickest and easiest method is to get a quote and sign up online .
  • Alternatively, you can call us on 1800 668 502 (Mon-Fri 8.30am – 8pm AEST) or request a call back from our customer service team.
  • We can get our sales team to contact you and help you with your quote. To request a call back, please fill in the form below and let us know about the technical issue you are experiencing and send us a screenshot if you can.
  • We will also forward any technical enquiries to our IT team to try and understand what is going wrong.
  • If you would like to add another pet to your policy, please call our customer service center on the number below. Choose option 2 in the call menu.
  • We offer a 10% discount for second and consecutive pets.
  • If you would like to add another pet to your policy, please call our customer service center on the number below. Choose option 2 in the call menu.
  • You can also request a call back using the form below.
  • After you sign up, we will immediately send you an email confirming the details of your application. Your application will be sent to the insurer for review and if accepted will commence at 11:59PM on the commencement date you selected.
  • If you elected to receive communication via email, your policy documents should come in an email, which could have gone into your spam folder. Please check your spam folder to see if you can locate the email.
  • If you nominated to receive communications via the post, you should receive these within 5 business days.
  • If you haven’t received your documents within five business days after application, please contact us via phone or fill out the form below and please let us know your application reference number.
  • Your policy will commence at 23:59 on the day that your proposal has been accepted by us. Your Certificate of Insurance will state the commencement date of your policy, and your policy will be effective from 23:59 on the date.
  • A 21 day cooling off period applies from the start date of your policy.
  • Depending on your level of cover, there may be different waiting periods that apply. The waiting period is 30 days for some conditions and 6 months for cruciate ligament conditions. For more details refer to the applicable Product Disclosure Statement.
  • The Cruciate Ligament waiting period may be waived if a Cruciate Ligament Exam Form is completed and signed by your vet on or after the policy commencement date and received within 14 days of the examination date.
  • A waiting period of 6 months applies to Dental Illness Benefits, refer to the applicable Product Disclosure Statement for further information.
  • A waiting period of 30 days applies to Alternative and Complementary Medicine Benefits, refer to the applicable Product Disclosure Statement for further information.
  • For any other questions related to your policy please call our customer service center on the number below. Choose Option 2 in the call menu.
  • You can also request a call back using the form below.
  • Bow Wow Meow Pet Insurance policy holders are entitled to receive a free ID tag for your pet once your 21 day cooling-off period has ended.
  • You will be sent a coupon via email, with instructions advising on how to order your ID tag.
  • When completing your tag order, please ensure you review engraving details to ensure they are all correct.
  • Please allow up to 10 business days for delivery from the date of dispatch. If you have not received your order after 10 business days, please notify us via the below form.
  • Generally, Bow Wow Meow Pet Insurance may cover hereditary conditions (as long as they are not a general exclusion or pre-existing condition. Please read our Product Disclosure Statement for more information on what is covered and what is not.
  • If you would like to enquire about a specific condition relating to your pet, please use the form below.
  • If you would like to sign up with Bow Wow Meow, please get a quote or call our sales team on 1800 668 502 (Mon-Fri 8.30am-8pm AEST) and select Option 1.
  • You can also request a call back using the form below.
  • We cover dogs and cats from 8 weeks of age.
  • Our Accident Plus plan can be taken from 8 weeks and older.
  • Plans that include illness cover as well as our Indoor Cat plan need to be taken out from when your pet is 8 weeks old and before they turn 9 years old. However, once you have signed up your pet for an illness related plan with us, they will be covered for life (as long as you continue to renew your policy, with terms and conditions subject to the renewal policy).
  • If you would like to sign up with Bow Wow Meow, get an online quote or call our sales team on 1800 668 502 (Mon-Fri 8.30am-8pm AEST) and selected Option 1.
  • You can also request a call back using the form below.
  • Bow Wow Meow provides pet insurance for dogs and cats.
  • We cover almost all breeds of dogs and cats – there are just a few exclusions which relate mainly to breed restrictions in Australia. We also cover Guide Dogs and Assistance Dogs.
  • You can get an online quote to find out if your breed is eligible for pet insurance cover.
  • If you would like to enquire about a specific animal, please use the form below.
  • If you would like to sign up with Bow Wow Meow, get an online quote here or call our sales team on 1800 668 502 (Mon-Fri 8.30am-8pm AEST) and selected Option 1.
  • You can also request a call back using the form below.
  • Whilst we try to cover most eligible conditions or treatments, a few exclusions and sub-limits do apply.
  • Please refer to our Product Disclosure Statement for more information on what is covered and what is not.
  • Alternatively, if you would like to find out if we cover a particular condition, please fill out the form below and send us your request.
  • You can also call our sales team at 1800 668 502 (Option 1).
  • To enquire about obtaining your initial or ordering an additional supply of Rescue Dog Guides please complete the form below.
  • You can download the digital version of our Rescue Dog Guide here.
  • To order pet insurance brochures, please fill out the form below.

Or contact us for help

Phone

02 9369 2666

Monday – Friday 9am – 3pm (AEST)

Phone

1800 668 502

Monday – Friday 8.30am – 5pm (AEST)

Phone

1800 668 502

Monday – Friday 8.30am – 8pm (AEST)

Mail

Locked Bag 9021
Castle Hill NSW 1765

Phone

1800 668 502

Monday – Friday 8.30am – 5pm (AEST)

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