Australian Unity Pet Insurance 2025: Detailed Review, Benefits & Drawbacks
Our expert's opinion on Australian Unity
Australian Unity's pet insurance stands as a traditional option in the Australian market, offering two principal plans—Gold and Platinum—each featuring specified accidental injury and illness cover, annual benefit limits disclosed at policy issuance, and an 80% claims reimbursement rate (with per-condition or event excesses defined individually).When measured against leading digital-first or high-coverage competitors, Australian Unity's flexible options for dental illness and routine care are strong comparative points, but inconsistent experiences, a paper-driven claims process, and a less transparent pricing structure position it more conservatively, with no digital innovation or standout value proposition on price.This policy may suit owners of young to middle-aged pets seeking mid-tier cover, those wanting optional dental or routine care benefits, and not needing instant claims processing or high annual limits.Australian Unity is a well-known mutual with deep roots in health and insurance; however, its pet insurance (underwritten by Hollard and managed by PetSure) is rated 1.1/5 on Trustpilot across 1,144 reviews, citing significant difficulties with claims, customer service, and delays, with observed average reimbursement times often taking weeks.
- ✅Gold and Platinum cover tiers for clarity
- ✅Routine care and dental illness options
- ✅Emergency pet boarding for sole carers
- ✅Optional dental benefit on Gold, included on Platinum
- ✅Pre-approval available for high-cost claims
- ❌Very poor customer service and Trustpilot rating
- ❌Extensive exclusions, especially for pre-existing and routine care
- ❌Long and often complex claims processing
- ❌No fully digital/paperless experience
- ❌Many reported claim declines or delays
Our expert's opinion on Australian Unity
- ✅Gold and Platinum cover tiers for clarity
- ✅Routine care and dental illness options
- ✅Emergency pet boarding for sole carers
- ✅Optional dental benefit on Gold, included on Platinum
- ✅Pre-approval available for high-cost claims
- ❌Very poor customer service and Trustpilot rating
- ❌Extensive exclusions, especially for pre-existing and routine care
- ❌Long and often complex claims processing
- ❌No fully digital/paperless experience
- ❌Many reported claim declines or delays
Score- ✅Gold and Platinum cover tiers for clarity
- ✅Routine care and dental illness options
- ✅Emergency pet boarding for sole carers
- ✅Optional dental benefit on Gold, included on Platinum
- ✅Pre-approval available for high-cost claims
Why Trust HelloSafe?
At HelloSafe, our pet insurance specialists review the terms and pricing of insurance policies available in Australia every year to give you accurate and unbiased analysis. Thanks to this thorough approach, hundreds of thousands of Australians trust us each month to help guide their most important financial decisions.
The Guarantees of Australian Unity
Australian Unity offers two main pet insurance plans—Gold Cover and Platinum Cover—positioned for comprehensive accidental injury and illness protection, with sub-limits and coverage options shown individually on your certificate.
Both tiers generally reimburse at 80%, with annual benefit limits, deductibles, and optional routine care or dental benefits varying by plan and personal selection, though precise values are only communicated at enrolment (N.C.).
Platinum Cover distinguishes itself by including dental illness coverage as standard (subject to annual sub-limit), while Gold Cover only offers this as an optional add-on; routine care remains an optional non-insurance benefit for both.
Strengths of Australian Unity include broad accidental injury definition, straightforward emergency boarding coverage, and pre-approval for major claims, but weaknesses arise from lack of published benefit amounts, necessary exclusions (notably for pre-existing and hereditary issues), limited preventive and alternative care, and customer dissatisfaction reports regarding claims resolution.
| Name of coverage | Gold Cover | Platinum Cover |
|---|---|---|
| Plan positioning | Mid/high tier accident and illness; optional dental/routine add-ons | Premium accident and illness; dental included, optional routine care |
| Type of coverage (accident, illness, both, etc.) | Accidental injury and illness | Accidental injury and illness |
| Animals covered (dogs, cats, other) | Dogs and cats only | Dogs and cats only |
| Reimbursement rate (%) | N.C. (usually 80%, confirm on certificate) | N.C. (usually 80%, confirm on certificate) |
| Annual reimbursement limit | N.C. (value stated on certificate) | N.C. (value stated on certificate) |
| Deductible (annual or per claim) | N.C. (amount and per-event detail on certificate) | N.C. (amount and per-event detail on certificate) |
| Age limits for enrollment (for dogs and cats) | N.C. | N.C. |
| Pre-enrollment health questionnaire | N.C. | N.C. |
| Waiting period (illness) | 21 days from policy start | 21 days from policy start |
| Waiting period (accident) | None | None |
| Lifetime coverage once subscribed | N.C. | N.C. |
| Vet consultations (regular + emergency) | ✅ (subject to illness/accident limits and exclusions) | ✅ (subject to illness/accident limits and exclusions) |
| Medications | ✅ (if prescribed for covered illness/injury; exclusions apply) | ✅ (if prescribed for covered illness/injury; exclusions apply) |
| Hospitalization | ✅ (where medically necessary for covered event) | ✅ (where medically necessary for covered event) |
| Surgery (including anesthesia) | ✅ (covered if medically necessary for illness/injury on policy) | ✅ (covered if medically necessary for illness/injury on policy) |
| Diagnostic tests (X-ray, MRI, ultrasound, lab) | ✅ (for covered conditions/events; refer exclusions) | ✅ (for covered conditions/events; refer exclusions) |
| Dental care (scaling, procedures) | Optional add-on (limit applies, excludes routine) | Included (sub-limit applies, excludes routine dental) |
| Preventive care package (vaccines, etc.) | Optional (non-insurance routine care, if selected) | Optional (non-insurance routine care, if selected) |
| Alternative medicine (osteopathy, acupuncture) | ❌ (explicitly excluded) | ❌ (explicitly excluded) |
| Travel coverage (countries included, duration) | N.C. | N.C. |
| Euthanasia | N.C. (excluded if elective/non-medical) | N.C. (excluded if elective/non-medical) |
| Death & cremation coverage | ❌ | ❌ |
| Theft or loss of pet + search expenses | ❌ | ❌ |
| Boarding fees (if owner is hospitalised) | ✅ (emergency boarding, sub-limit applies) | ✅ (emergency boarding, sub-limit applies) |
Important Information Regarding Your Pet Insurance
Gold and Platinum plans require annual dental check-ups for any dental cover to apply. Coverage for cruciate ligament conditions and dental illnesses have a 6-month waiting period (waiver can be applied for cruciate ligament). All benefit limits, excesses, and paired routine care inclusions are set forth on your insurance certificate and may differ by breed, pet age, or option selected. Reimbursement is subject to sub-limits for boarding, dental, and routine care. Claims can be processed online, through GapOnly® network vets, or via post; pre-approval is available for larger claims.
To find your best value, compare Australian Unity’s pet insurance plans and options to pick the coverage and price that suits your needs.
👉 Compare the best pet insurance for your furry friend for free!Start Your Free Comparison Now!Exclusions with Australian Unity
The Australian Unity pet insurance policy exclusions are comprehensive, with notable permanent exclusions including all pre-existing and chronic conditions (unless symptom-free for a specified period), as well as any costs associated with breeding, alternative therapies, and most dental procedures except for limited conditions described in the policy.
Particularly noteworthy is the outright exclusion of experimental treatments, prosthetic devices (other than total hip replacement), and elective or cosmetic surgeries such as declawing or ear cropping, which may be less prominently excluded by some competitors.
Conditions arising from neglect, deliberate endangerment, or use in fighting/hunting are also entirely excluded from cover, reinforcing the policy’s stance on responsible pet care.
Dental illness claims are only accepted when annual dental check-ups are verifiably undertaken, which is a stricter condition than some market peers.
Routine care, wellness services, and general preventative treatments, unless specifically selected and itemised on the certificate, are not eligible for claims under this insurer.
| Exclusions | Details |
|---|---|
| Medical exclusions |
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| Dental exclusions |
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| Treatment & procedure exclusions |
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| Behavioural and training exclusions |
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| Accident & consequence exclusions |
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| Emergency and routine exclusions |
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| Administrative/legal exclusions |
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| Assistance/service exclusions |
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- Pre-existing conditions (unless assessed as temporary and symptom-free for 18 months)
- Chronic conditions present before cover or arising during waiting period
- Breeding, pregnancy, or obstetric costs
- Treatments not confirmed by a vet as medically necessary
- Most dental procedures (except as per covered dental illness benefit)
- Vaccinations and preventative care (if not selected under routine care)
- Orthodontic treatments, crowns, root canal, cosmetic dental surgery
- Odontoclastic resorptive lesions
- Scaling, teeth cleaning, extractions not due to covered illness/injury
- Any dental claim without evidence of annual vet check-up
- Routine/preventative/alternative treatments (food, nutrition, non-medicated products, grooming, bathing)
- Acupuncture, physiotherapy, homeopathy, laser or chiropractic therapy
- Experimental or trial therapies, transplants, prosthetics (except total hip replacement), open-heart surgery, 3D printing, artificial limbs/devices
- Cosmetic or prohibited surgeries (declawing, debarking, tail docking, ear cropping)
- Elective euthanasia
- Behavioural therapy
- Obedience, training, socialisation
- Behavioural modification or consultation costs
- Costs resulting from neglect, deliberate harm, or endangerment of pet
- Injuries arising while pet is engaged in fighting, hunting, working, or anti-social use
- Consequential losses or damages not directly related to covered events
- Complications or costs arising from a condition or treatment specifically excluded
- Emergency boarding only paid if owner is sole carer and hospitalised for medical emergency (not elective/cosmetic procedures or normal pregnancy)
- Routine care only covered if selected as a paid add-on and as itemised in certificate
- Routine check-ups, desexing, parasite control, elective vaccinations if not part of optional routine care benefit
- Losses due to administrative errors or legal/quarantine requirements
- Costs associated with autopsy or disposal of remains
- No reimbursement where a valid claim is not submitted or evidence not provided
- No cover for services provided outside Australia except as expressly permitted in the policy
Australian Unity Prices
Australian Unity is positioned as a mid-range provider, with coverage that balances value and limits: their Gold and Platinum plans reimburse at a standard 80% and offer solid illness, injury, and optional routine and dental care, though with sub-limits and clearly defined exclusions.
Platinum delivers a more comprehensive benefit suite, including dental and higher limits, leading to higher premiums, but neither tier is the most premium-priced in the market.
While claim submissions and policy management are available digitally, Australian Unity does not operate as a pure digital player—traditional customer service channels are prominent, which can increase operational costs relative to some fully digital competitors.
Overall, Australian Unity's pricing sits just above budget players, offering more generous coverage and add-ons than basic insurers, yet not reaching the highest price points reserved for the most comprehensive, premium brands.
This balance makes the provider competitive for Australian pet owners seeking robust yet not top-tier coverage, though some frustration has been reported around service quality and claims experience.
Compare Australian Unity’s pet insurance plans below to find the best cover and price for your pet.
| Gold Cover (basic) | Platinum Cover (comprehensive) | |
|---|---|---|
| Young cat (2–4 years) | $23/month | $30/month |
| Senior cat (7–8 years) | $35/month | $41/month |
| Small breed dog | $28/month | $35/month |
| Small breed dog (2–4 years) | $25/month | $32/month |
| Large breed dog (2–4 years) | $39/month | $47/month |
| Senior dog (7–8 years) | $52/month | $61/month |
Promo Codes for Australian Unity
| Australian Unity Promo Codes | Details |
|---|---|
| HelloSafe Promo Code | -5% on your quote |
Note: Promo codes are subject to change. For the latest offers, check our comparison of the best pet insurance providers.
What rebates can I expect with Australian Unity?
Australian Unity reimburses 80% of eligible vet bills (up to your annual limit), after you pay the selected excess per condition. Here are examples showing how a Platinum Cover plan can significantly reduce your out-of-pocket costs for your companion animal.
Treatment for foreign object ingestion
Total vet cost: $2,500 (X-rays, surgery, anaesthesia, hospitalisation)
Excess (per condition): $200 (deducted from first claim for this condition this year)
Reimbursable amount after excess: $2,500 – $200 = $2,300
Reimbursement at 80%: $2,300 × 80% = $1,840
👉 You receive a reimbursement of $1,840.
Your out-of-pocket cost: $660 ($200 + 20% of $2,300)
ℹ️ The $200 excess applies per condition per year. Once paid, all further claims for this condition this year will not have another excess deducted.
Dental illness – extraction due to infection
Total vet cost: $780 (consultation, dental X-rays, tooth extraction, medication)
Excess (per condition): $200 (if not already paid this year for dental illness)
Reimbursable amount after excess: $780 – $200 = $580
Reimbursement at 80%: $580 × 80% = $464
👉 You receive a reimbursement of $464.
Your out-of-pocket cost: $316 ($200 + 20% of $580)
ℹ️ Dental cover is included on the Platinum plan as a sub-limit, provided you can show annual dental check-up proof as required by the policy.
Preventive Care: Annual Vaccination and Microchipping
Total cost for eligible preventive care: $200 (vaccination: $120, microchipping: $80)
Routine care benefit (if selected as an option): up to $100 per year reimbursed for selected items (see your certificate)
Amount reimbursed: $100 (annual limit applies)
👉 You receive $100 of your $200 preventive care bill.
Your out-of-pocket cost: $100 (remaining not covered)
ℹ️ Routine care is an optional non-insurance benefit. Ensure it is added to your policy to access this reimbursement—and always check annual and per-item limits for covered items.
Australian Unity Assistance
Australian Unity’s assistance for pet owners centres on digital claim submission, including use of the Pet Portal and support for GapOnly® real-time vet claims, which can help with out-of-pocket expenses at participating clinics.
No advance payment solution for vet bills (e.g., Payvet or similar) is referenced, nor are there any 24/7 emergency vet triage or teleconsultation services, potentially leaving policyholders unsupported during urgent situations.
There is no dedicated mobile app for policy management, and while the online portal allows for digital claims and tracking, recent feedback highlights issues with usability, slow processing, and lack of responsiveness.
Australian Unity does not appear to offer a structured network of partner clinics or vets, and there is no mention of overseas assistance or cover for pets outside Australia.
Overall, policyholders benefit from digital claims and optional GapOnly® vet integration, but absence of emergency support features and modern customer-facing digital tools is a drawback for many Australian pet owners.
| Assistance Australian Unity | Available? | Details |
|---|---|---|
| Advance payment | ❌ | N.C. on a Payvet, Petcard, Carecredit, or similar service. |
| Payment facilities | ❌ | N.C. on instalment options for excess, vet bills, or insurance premiums. |
| Mobile app | ❌ | No mobile app is referenced in official documentation or reviews. Pet Portal (web) exists, but is not app-based. |
| Paperless claims process | ✅ | Claims are submitted online via Pet Portal. GapOnly® enables real-time claims at participating vets. Postal claim available. |
| Emergency vet service | ❌ | No 24/7 emergency vet triage line, nurse/teleconsultation, or emergency phone service is referenced. |
| Vet/clinic partner network | ❌ | No published network of partner clinics or affiliated vets. |
| Coverage abroad | ❌ | No assistance or cover for pets outside Australia is referenced. Standard cover applies only in Australia. |
Pet Portal (web) exists, but is not app-based.
GapOnly® enables real-time claims at participating vets.
Postal claim available.
Standard cover applies only in Australia.
Customer Reviews of Australian Unity
| Review platform | Rating and number of reviews |
|---|---|
| Trustpilot | 1.1 out of 5 (1,144 reviews) |
| ProductReview.com.au | N.C. |
| Google Reviews | N.C. |
We analysed reviews from the sites listed above. On the positive side, customers who subscribed to Australian Unity for their pets often mention:
- An available pre-approval for claims, which some users find helpful for planning vet visits.
- The ability to use an online portal and GapOnly® at participating vets for claim submissions.
On the negative side:
- A poor customer service experience is repeatedly described, with reports of difficult cancellations, long wait times, and unhelpful or rude staff.
- A high rate of claim denials or a difficult, lengthy claims process is a consistent complaint, even among long-term policyholders.
- An outdated and non-user-friendly online system causes frustration for many users attempting to access or manage their policy.
- A sharp increase in cover costs over time is commonly noted, leading to dissatisfaction and difficulties in maintaining the policy.
- System errors and a lack of clear communication about claim or policy changes are a regular source of concern.
- Little evident improvement from customer feedback, with complaints about the quality and timeliness of home care service and assistance.
How to Get in Touch with Australian Unity
| Australian Unity Customer Service | Details |
|---|---|
| To get a quote or subscribe online | You can use the HelloSafe pet insurance comparison tool, choose the plan that suits you, and click to get a quote. |
| To request and track a reimbursement | Online: Submit claims and track their status via the secure Pet Portal at https://petportal.petinsurance.com.au. Via Vet: If your vet is GapOnly® enabled, claim at the time of treatment (subject to vet participation). By Post: Complete the claim form signed by your vet and mail to: Locked Bag 9021, Castle Hill, NSW 1765 Required documents: Completed claim form, paid itemised invoices/receipts, and relevant vet clinical notes. Payment method: Reimbursements are paid by direct deposit to your nominated bank account. Processing time: Typically within 5–10 business days of receiving completed documentation. Contact for claim queries: Phone: 1300 855 663 (Mon–Fri, 8:00AM–8:00PM except public holidays) Email: [email protected] |
| To obtain a certificate of insurance | Phone: 1300 855 663 (Mon–Fri, 8:00AM–8:00PM except public holidays) Email: [email protected] Postal: Locked Bag 9021, Castle Hill, NSW 1765 Request your certificate of insurance and it will be provided by email or post. Have your policy details ready for faster service. |
| To contact assistance | General support, claim advice & pre-approvals: Phone: 1300 855 663 (Mon–Fri, 8:00AM–8:00PM except public holidays) Email: [email protected] Complaints: Contact above; if unresolved, the team can escalate your case internally and to AFCA if required. Postal Address: Locked Bag 9021, Castle Hill, NSW 1765 Note: Australian Unity does not provide 24/7 emergency or tele-vet services. |
| To cancel my policy | Phone: 1300 855 663 (Mon–Fri, 8:00AM–8:00PM except public holidays) Email: [email protected] Postal: Locked Bag 9021, Castle Hill, NSW 1765 Notice period: You may cancel at any time by notice; cover ends from the later of your request or nominated cancellation date. Required documents: Policy details and confirmation in writing (if by post or email). Additional identification may be requested. Refunds: If you cancel within 21 days of the policy start (cooling off), and haven't made a claim, all premiums are refunded. After that, any refund is pro-rata for any unused premium period. |
Via Vet: If your vet is GapOnly® enabled, claim at the time of treatment (subject to vet participation).
By Post: Complete the claim form signed by your vet and mail to:
Locked Bag 9021, Castle Hill, NSW 1765
Required documents: Completed claim form, paid itemised invoices/receipts, and relevant vet clinical notes.
Payment method: Reimbursements are paid by direct deposit to your nominated bank account.
Processing time: Typically within 5–10 business days of receiving completed documentation.
Contact for claim queries: Phone: 1300 855 663 (Mon–Fri, 8:00AM–8:00PM except public holidays)
Email: [email protected]
Email: [email protected]
Postal: Locked Bag 9021, Castle Hill, NSW 1765
Request your certificate of insurance and it will be provided by email or post. Have your policy details ready for faster service.
Phone: 1300 855 663 (Mon–Fri, 8:00AM–8:00PM except public holidays)
Email: [email protected]
Complaints: Contact above; if unresolved, the team can escalate your case internally and to AFCA if required.
Postal Address: Locked Bag 9021, Castle Hill, NSW 1765
Note: Australian Unity does not provide 24/7 emergency or tele-vet services.
Email: [email protected]
Postal: Locked Bag 9021, Castle Hill, NSW 1765
Notice period: You may cancel at any time by notice; cover ends from the later of your request or nominated cancellation date.
Required documents: Policy details and confirmation in writing (if by post or email). Additional identification may be requested.
Refunds: If you cancel within 21 days of the policy start (cooling off), and haven't made a claim, all premiums are refunded. After that, any refund is pro-rata for any unused premium period.
FAQ
Do I have to pay upfront for veterinary fees with Australian Unity?
Yes, you generally need to pay your vet’s fees upfront and then submit a claim for reimbursement, unless you use a GapOnly® enabled clinic, where your claim can be processed in real time and you only pay the gap amount at checkout. Advance payment or direct third-party payment to vets is not standard for most clinics under this policy.
How do I cancel my pet insurance policy with Australian Unity?
To cancel your policy, contact Australian Unity by phone or email and provide written notice (usually with your policy number). You need to give at least 14 days’ notice and may be asked to supply proof of identity or completion of a cancellation form.
What is covered by Australian Unity pet insurance?
Australian Unity pet insurance offers two main plans—Gold and Platinum Cover—providing specified accidental injury and illness cover. Platinum includes dental illness as standard, while Gold offers it as an optional add-on. Both tiers also provide options for routine care and emergency pet boarding, subject to policy limits and waiting periods.
Are there any waiting periods before my cover begins?
Yes, for most illnesses, there is a 21-day waiting period from your policy start date. Dental illness and cruciate ligament conditions have a 6-month waiting period (though a waiver may be available for cruciate ligament conditions), while most accidental injuries are covered immediately.
What are the common exclusions I should be aware of?
Pre-existing conditions, routine and preventative treatments not listed on your certificate, specific dental procedures (unless your policy includes dental cover), breeding, pregnancy, behavioural issues, and cosmetic or elective surgeries are not covered. Regular annual dental check-ups are also required for dental illness claims if that benefit is included.
How do I make a claim, and how long does it take to be processed?
You can submit claims online through the pet portal, by post, or at selected GapOnly® enabled clinics for real-time processing. You must provide your vet’s invoice and a completed claim form. Processing times vary, but you’ll typically receive a response within a few weeks, depending on claim complexity and supporting documentation provided.
Do I have to pay upfront for veterinary fees with Australian Unity?
Yes, you generally need to pay your vet’s fees upfront and then submit a claim for reimbursement, unless you use a GapOnly® enabled clinic, where your claim can be processed in real time and you only pay the gap amount at checkout. Advance payment or direct third-party payment to vets is not standard for most clinics under this policy.
How do I cancel my pet insurance policy with Australian Unity?
To cancel your policy, contact Australian Unity by phone or email and provide written notice (usually with your policy number). You need to give at least 14 days’ notice and may be asked to supply proof of identity or completion of a cancellation form.
What is covered by Australian Unity pet insurance?
Australian Unity pet insurance offers two main plans—Gold and Platinum Cover—providing specified accidental injury and illness cover. Platinum includes dental illness as standard, while Gold offers it as an optional add-on. Both tiers also provide options for routine care and emergency pet boarding, subject to policy limits and waiting periods.
Are there any waiting periods before my cover begins?
Yes, for most illnesses, there is a 21-day waiting period from your policy start date. Dental illness and cruciate ligament conditions have a 6-month waiting period (though a waiver may be available for cruciate ligament conditions), while most accidental injuries are covered immediately.
What are the common exclusions I should be aware of?
Pre-existing conditions, routine and preventative treatments not listed on your certificate, specific dental procedures (unless your policy includes dental cover), breeding, pregnancy, behavioural issues, and cosmetic or elective surgeries are not covered. Regular annual dental check-ups are also required for dental illness claims if that benefit is included.
How do I make a claim, and how long does it take to be processed?
You can submit claims online through the pet portal, by post, or at selected GapOnly® enabled clinics for real-time processing. You must provide your vet’s invoice and a completed claim form. Processing times vary, but you’ll typically receive a response within a few weeks, depending on claim complexity and supporting documentation provided.
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