CBA Pet Insurance 2025: Comprehensive Review for Australian Pet Owners
Our expert's opinion on CBA
CommBank Pet Insurance, underwritten by PetSure, stands out for its flexible cover with two plans—Classic and Plus—suitable for both cats and dogs, featuring generous annual benefit limits of $15,000 and $30,000 respectively, as well as a choice of 70–90% reimbursement rates and either no excess or a $200 per-condition annual excess. While not the lowest-cost provider, CBA’s Plus Cover distinguishes itself from most major Australian competitors with its absence of sub-limits and optional $2,000 Booster Care for dental and therapies, reflecting a strategy targeting owners seeking higher reimbursements and fewer claim restrictions. CBA is particularly well-suited to owners of younger, purebred or high-risk pets who value broad cover, high annual limits, and predictable out-of-pocket costs, but has a strict entry age cap under 9 years and key limitations for older or unwell animals. Commonwealth Bank, as one of Australia’s largest financial institutions, enjoys strong financial reliability—with PetSure processing over $320 million in annual pet insurance claims; average claim reimbursement times via digital channels are typically under 5 business days, and GapOnly® at partner vets reduces upfront vet costs at the time of treatment. There are currently no available customer reviews or Trustpilot score for CBA’s pet insurance, likely reflecting its recent entry and indirect provider status via PetSure.
- ✅High annual benefit limits: $15,000–$30,000
- ✅Choice of 70–90% reimbursement rates and $0/$200 excess
- ✅No sub-limits on Plus Cover—rare in AU market
- ✅Optional Booster Care for dental/specialist therapies
- ✅Routine Care add-on for wellness/prevention
- ✅24/7 Live Vet video/chat triage included
- ✅GapOnly® claims for instant in-clinic settlements
- ❌Strict pre-existing and bilateral condition exclusions
- ❌No coverage for pets aged 9+ at enrolment
- ❌Sub-limits apply to Classic Cover for key conditions
- ❌Most dental/behavioural cover requires Booster Care add-on
- ❌No public customer reviews or Trustpilot data
Score- ✅High annual benefit limits: $15,000–$30,000
- ✅Choice of 70–90% reimbursement rates and $0/$200 excess
- ✅No sub-limits on Plus Cover—rare in AU market
- ✅Optional Booster Care for dental/specialist therapies
- ✅Routine Care add-on for wellness/prevention
- ✅24/7 Live Vet video/chat triage included
- ✅GapOnly® claims for instant in-clinic settlements
Our expert's opinion on CBA
- ✅High annual benefit limits: $15,000–$30,000
- ✅Choice of 70–90% reimbursement rates and $0/$200 excess
- ✅No sub-limits on Plus Cover—rare in AU market
- ✅Optional Booster Care for dental/specialist therapies
- ✅Routine Care add-on for wellness/prevention
- ✅24/7 Live Vet video/chat triage included
- ✅GapOnly® claims for instant in-clinic settlements
- ❌Strict pre-existing and bilateral condition exclusions
- ❌No coverage for pets aged 9+ at enrolment
- ❌Sub-limits apply to Classic Cover for key conditions
- ❌Most dental/behavioural cover requires Booster Care add-on
- ❌No public customer reviews or Trustpilot data
Score- ✅High annual benefit limits: $15,000–$30,000
- ✅Choice of 70–90% reimbursement rates and $0/$200 excess
- ✅No sub-limits on Plus Cover—rare in AU market
- ✅Optional Booster Care for dental/specialist therapies
- ✅Routine Care add-on for wellness/prevention
- ✅24/7 Live Vet video/chat triage included
- ✅GapOnly® claims for instant in-clinic settlements
Why Trust HelloSafe?
At HelloSafe, our pet insurance experts review the terms and pricing of insurance policies available in Australia every year to provide you with reliable and unbiased analysis. Thanks to this thorough approach, thousands of Australians trust us each month to help guide them in their most important financial decisions.
CBA Guarantees
CommBank Pet Insurance stands out for offering both Classic and Plus plans, enabling customisation with reimbursement choices (up to 90%) and excess options, as well as broad annual limits of $15,000 and $30,000, respectively.
Compared to many competitors, the Plus Cover eliminates frustrating sub-limits on expensive categories such as surgery, tick paralysis, consultations, hip, and ligament repairs, making it attractive for higher claims.
However, comprehensive dental, behavioural, and specialised therapies are only accessible via the optional Booster Care add-on and are capped, while Routine Care is limited and considered an extra non-insurance benefit.
The 24/7 Live Vet advice service and access to GapOnly® at participating clinics offer practical assistance advantages, but the product is restricted to cats and dogs, with no liability cover or automatic wellness package included.
CBA’s approach offers strong flexibility and high maximum coverage, but with exclusions and limitations (notably for routine and broad dental) that require careful review.
| Name of coverage | Classic Cover | Plus Cover |
|---|---|---|
| Plan positioning | Mid-tier comprehensive with sub-limits | High-tier, no sub-limits on core benefits |
| Type of coverage | Accidents & illness | Accidents & illness |
| Animals covered | Dogs, cats | Dogs, cats |
| Reimbursement rate (%) | 70% or 80% (choice) | 80% or 90% (choice) |
| Annual reimbursement limit | $15,000 | $30,000 |
| Deductible (annual or per claim) | $0 or $200 (per condition, per policy year) | $0 or $200 (per condition, per policy year) |
| Age limits for enrollment (dogs/cats) | Over 8 weeks, under 9 years at entry | Over 8 weeks, under 9 years at entry |
| Pre-enrollment health questionnaire | None | None |
| Waiting period (illness) | 30 days | 30 days |
| Waiting period (accident) | None | None |
| Lifetime coverage once subscribed | ✅, as long as policy is maintained | ✅, as long as policy is maintained |
| Vet consultations (regular + emergency) | ✅ $400 sub-limit/year | ✅ No sub-limit |
| Medications | ✅, approved APVMA | ✅, approved APVMA |
| Hospitalization | ✅, subject to limits | ✅, no sub-limit |
| Surgery (including anesthesia) | ✅ $4,000/limb/hip/year sub-limit | ✅ No sub-limit |
| Diagnostic tests | ✅, common tests subject to plan limits | ✅, no sub-limit |
| Dental care (includes scaling and procedures) | Only with Booster Care (optional), $2,000 cap, 6-mo. wait | Only with Booster Care (optional), $2,000 cap, 6-mo. wait |
| Preventive care package | Only with Routine Care (optional, non-insurance), $50/item, up to 3/year | Only with Routine Care (optional, non-insurance), $50/item, up to 3/year |
| Alternative medicine | Only with Booster Care (optional), $2,000 cap, 30-day wait | Only with Booster Care (optional), $2,000 cap, 30-day wait |
| Travel coverage | ✅, within Australia | ✅, within Australia |
| Civil liability | ❌ | ❌ |
| Euthanasia | ✅, if medically required | ✅, if medically required |
| Death & cremation coverage | ❌, not included | ❌, not included |
| Theft or loss of pet + search expenses | ❌, not included | ❌, not included |
| Boarding fees (if owner is hospitalised) | ✅, $4,000/year sub-limit | ✅, no sub-limit |
Important Information
• Booster Care and Routine Care are optional add-ons; select at signup for dental/preventive/therapy cover.
• Plus Cover plan has no dollar sub-limits per condition on core treatments.
• Classic Cover applies sub-limits to key categories—check policy wording for exact per-condition caps.
• Claims available via vet at time of visit (GapOnly® network) or direct after the fact through digital portal.
• 24/7 Live Vet only offers advice (no diagnosis or prescribing medication).
Before you choose, compare the Classic and Plus plans to find the best rate and coverage fit for your pet.
👉 Compare the best pet insurance for your furry friend for free!Start Your Free Comparison Now!CBA Exclusions
CBA’s exclusions reflect industry norms but are rigorously enforced and include all pre-existing conditions (including bilateral/related issues) and any claimable event within waiting periods, which might surprise new policyholders.
Comprehensive dental and behavioural care are excluded unless Booster Care is purchased, and even then, only specified dental procedures or therapies are considered, with caps and separate waiting periods.
Routine and preventive treatments—like vaccinations, microchipping, parasite control, and prescription diets—are never covered unless you purchase Routine Care as a non-insurance benefit.
Cover for major elective procedures, experimental treatments, and non-APVMA medication is denied, and the policy excludes all liability, accidental pet death or loss, and search costs—areas where some competitors may provide limited assistance.
Notably, temporary or chronic pre-existing conditions may be reassessed after 18 months without recurrence, which is specific to this insurer.
| Exclusions | Details |
|---|---|
| Medical exclusions |
|
| Dental & behavioural |
|
| Routine/preventive care |
|
| Claim process/timing |
|
| Liability, theft, death, loss |
|
| Geographic exclusions |
|
| War, epidemics, disasters |
|
- Pre-existing conditions (inc. bilateral/related issues)
- Events during waiting periods
- Chronic untreated conditions
- Not following vet’s advice
- Congenital/hereditary illnesses
- Breeding, reproductive, pregnancy/rearing
- Non-APVMA medications
- Major elective or experimental treatments
- Cosmetic/elective surgery
- All dental/periodontal conditions and procedures unless Booster Care purchased
- Only specified dental covered under add-on plus caps/waiting periods
- Behavioural therapy and consultations only with Booster Care, limits apply
- Vaccinations, microchipping, health checks, parasite prevention, prescription diets, grooming, and related consults unless separate Routine Care (non-insurance) is purchased
- Claims not submitted with full valid documentation
- Emergency boarding if other carer available at home
- Accessories, boarding/transport outside defined scenario
- No cover for civil liability, accidental pet death or cremation, theft, loss, or search costs
- Any event/injury incurred outside Australia, NZ, or Norfolk Island
- War, terrorism, pandemics/epidemics, nuclear/radiation, or natural disasters
CBA Prices
CBA Pet Insurance sits in the mid-range price segment, offering a strong balance between generous coverage and flexible excess, especially with the Plus Cover. The high annual limits (up to $30,000) and reimbursement rates (up to 90%) position Plus Cover as a comprehensive option, but these benefits are reflected in higher relative premiums compared to budget or entry-level plans. Sub-limits in Classic Cover allow for a more affordable premium but reduce the value for complex or ongoing issues, making plan selection crucial based on pet health needs. Digital claim management, GapOnly® payments, and a 24/7 vet support service are standard, yet unlike pure digital disruptors, CBA retains traditional customer service channels, slightly increasing operating costs but supporting broader accessibility. Overall, CBA is best suited to owners seeking a robust, well-rounded insurance provider with flexible coverage and digital convenience, but who are willing to pay a little more for comprehensive protection.
Compare your options below to make sure you find the CBA pet insurance plan that fits both your needs and your budget.
| Classic Cover | Plus Cover | |
|---|---|---|
| Young cat (2–4 years) | $32–$38/month | $41–$52/month |
| Senior cat (7–8 years) | $59–$69/month | $77–$91/month |
| Small breed dog (2–4 years) | $41–$50/month | $53–$66/month |
| Large breed dog (2–4 years) | $64–$76/month | $82–$98/month |
| Senior dog (7–8 years) | $110–$137/month | $145–$176/month |
CBA Promo Codes
| CBA 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 reimbursement amount can I expect with CBA?
Reimbursements with CBA Pet Insurance are simple: after paying your vet, you claim through CBA, and depending on your plan and excess choice, you can receive up to 90% of eligible costs back, minus any applicable annual deductible and subject to your annual policy limit.
Cruciate Ligament Tear Surgery Cost Breakdown
Orthopaedic surgery for a cruciate ligament tear: Total vet costs: $3,800 Deductible amount (annual excess, Plus Cover, chosen at $200): $200 Amount after excess: $3,800 – $200 = $3,600 Reimbursement at 90%: $3,600 × 90% = $3,240 👉 You receive a reimbursement of $3,240; your out-of-pocket cost is $560. ℹ️ The excess only applies once per condition per policy year, so future claims for this condition will not have the excess re-applied within the period.
Dental Abscess Treatment with Booster Care
Treatment for dental abscess with Booster Care add-on Total vet costs: $1,200 Deductible already paid earlier this year for another condition Reimbursement at 90% (Plus Cover): $1,200 × 90% = $1,080 👉 You receive a reimbursement of $1,080; your out-of-pocket cost is $120. ℹ️ Dental cover is available only if you have selected the Booster Care add-on, and is subject to an annual $2,000 cap for dental and specialised therapies.
Annual Vaccination and Consultation with Routine Care
Total vet costs: $95 (consultation and core vaccine)
Routine Care benefit: $50 (yearly maximum per eligible routine item, up to 3 per year)
No excess or reimbursement % applies to Routine Care
CBA pays $50; your out-of-pocket cost is $45.
ℹ️ Routine Care is not insurance cover, but an additional benefit for specified wellness acts; reimbursement is up to the capped amount per item listed in your Routine Care selection.
CBA Assistance
CBA sets itself apart with its GapOnly® partnership, allowing eligible customers to pay only the “gap” at participating vets rather than the full upfront bill—this is a significant benefit for many pet owners.
Paperless claims are standard, processed either instantly at the vet or online via a dedicated pet portal, streamlining reimbursement.
24/7 Live Vet advice by chat or video is included, giving round-the-clock access to registered Australian vets for triage and health guidance, which is rare among mainstream insurers.
However, the absence of a CBA-branded mobile app for management and the lack of interest-free payment facilities may disappoint customers who value flexibility.
Travel coverage is included only within Australia and its territories; there is no assistance network for international trips.
| Assistance CBA | Available? | Details |
|---|---|---|
| Advance payment | ✅ | GapOnly® network at participating vets. Pay only the gap up front. Not universal—check vet eligibility. |
| Payment facilities | ❌ | No mention of instalment options or interest-free premium spreading. |
| Mobile app | ❌ | No dedicated CBA Pet Insurance app available. N.C. on app store rating or user experience. |
| Paperless claims process | ✅ | Claims via GapOnly® at vet or fast online portal. Uploads and tracking are done digitally. |
| Emergency vet service | ✅ | 24/7 Live Vet triage available by chat or video call with registered AU vets. |
| Vet/clinic partner network | ✅ | GapOnly® network for direct settlement. Not all clinics participate—check in advance. |
| Coverage abroad | ❌ | No coverage or assistance outside Australia and its territories; domestic only. |
Customer Reviews of CBA
| Review platform | Rating and number of reviews |
|---|---|
| N.C. | N.C. |
We analysed reviews from the sites listed above. On the positive side, customers who subscribed to CBA for their pets often mention:
✅ N.C.
On the negative side:
❌ N.C.
How to Contact CBA
| CBA 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 | Lodge claims via the Pet Portal (petportal-cbainsurance.petsure.com.au), through a participating vet via GapOnly®, or by post. Required documents: completed claim form, paid invoice/receipts, itemised vet bill. Processing time: usually within 5–7 business days if all documents are provided. Reimbursements are paid to your nominated account. Phone: 1300 913 575 (Mon–Fri 8am–8pm AEST) Email: [email protected] Mail: Pet Insurance Distributed by CBA, Locked Bag 9021, Castle Hill NSW 1765 |
| To obtain a certificate of insurance | Email [email protected] or phone 1300 913 575 (Mon–Fri 8am–8pm AEST). You can also write to: Pet Insurance Distributed by CBA, Locked Bag 9021, Castle Hill NSW 1765. |
| To contact assistance | For all policy enquiries, claims, Live Vet, and support: Phone: 1300 913 575 (Mon–Fri 8am–8pm AEST) Email: [email protected] Mail: Pet Insurance Distributed by CBA, Locked Bag 9021, Castle Hill NSW 1765 |
| To cancel my policy | Contact by phone at 1300 913 575 (Mon–Fri 8am–8pm AEST) or email [email protected]. Written or email request is recommended. No specific notice period required; cancellation is effective from the date your request is received unless you ask for a future date. Any unused portion of paid premium is refunded pro rata (minus claims paid). Postal address: Pet Insurance Distributed by CBA, Locked Bag 9021, Castle Hill NSW 1765 |
Required documents: completed claim form, paid invoice/receipts, itemised vet bill.
Processing time: usually within 5–7 business days if all documents are provided.
Reimbursements are paid to your nominated account.
Phone: 1300 913 575 (Mon–Fri 8am–8pm AEST)
Email: [email protected]
Mail: Pet Insurance Distributed by CBA, Locked Bag 9021, Castle Hill NSW 1765
You can also write to: Pet Insurance Distributed by CBA, Locked Bag 9021, Castle Hill NSW 1765.
Phone: 1300 913 575 (Mon–Fri 8am–8pm AEST)
Email: [email protected]
Mail: Pet Insurance Distributed by CBA, Locked Bag 9021, Castle Hill NSW 1765
Written or email request is recommended.
No specific notice period required; cancellation is effective from the date your request is received unless you ask for a future date.
Any unused portion of paid premium is refunded pro rata (minus claims paid).
Postal address: Pet Insurance Distributed by CBA, Locked Bag 9021, Castle Hill NSW 1765
FAQ
Do I have to pay upfront for veterinary fees with CBA?
At participating veterinary clinics offering GapOnly®, you do not need to pay the full bill upfront—just your portion (“the gap”), as CBA pays the vet directly for eligible claims. If your clinic does not offer GapOnly®, you must pay the vet in full and claim reimbursement afterwards. Always check with your vet if they process GapOnly® claims before your visit. For non-participating clinics, standard reimbursement applies to eligible expenses.
How do I make a claim and how long does it take to be reimbursed?
You can claim online using the Pet Portal, through your vet if they offer GapOnly®, or by submitting a postal form. Required documents include a completed claim form, itemised invoice, and paid receipts. Most claims are processed within 5–7 business days when all necessary details are provided. Approved reimbursements are paid directly to your bank account.
How do I cancel my pet insurance policy with CBA?
You can cancel your CBA pet insurance policy at any time by calling 1300 913 575 or emailing [email protected]. No specific notice period is required, and cancellations are effective from the date your request is received or a future date you specify. No formal documents are necessary, but written or email confirmation is recommended for your records. Any unused premium will be refunded on a pro-rata basis, less any claims paid.
What does CBA pet insurance cover and exclude?
CBA offers two main cover levels: Classic Cover and Plus Cover, both reimbursing between 70% and 90% of eligible vet bills subject to chosen options. Cover includes accidents, illness, surgery, hospitalisation, medication, consultation fees (with varying sub-limits), and emergency pet boarding. Optional Booster Care provides cover for some dental and specialised therapies, and routine care is available as a non-insurance benefit. Exclusions include pre-existing conditions, routine and preventive care (unless added), breeding, pregnancy, certain dental issues, behavioural problems (unless Booster Care selected), and experimental treatments.
Are there waiting periods before cover starts with CBA pet insurance?
Yes, a 30-day waiting period applies for illnesses, and a 6-month waiting period applies for cruciate ligament conditions (which may be waived with a vet check). Booster Care has a 6-month waiting period for dental and 30 days for therapies. There is no waiting period for accidents or emergency pet boarding. Waiting periods help prevent claims on existing or newly developed conditions just after joining.
Does CBA pet insurance include access to veterinary advice or emergency support?
CBA provides policyholders with 24/7 access to a Live Vet helpline via chat, video, or call for non-emergency triage and advice. This service does not replace a physical vet consultation for diagnosis or urgent treatment but is helpful for initial assessment and guidance. For emergencies, visit your veterinary clinic immediately. The Live Vet service is available to all insured pets during the policy term.
Do I have to pay upfront for veterinary fees with CBA?
At participating veterinary clinics offering GapOnly®, you do not need to pay the full bill upfront—just your portion (“the gap”), as CBA pays the vet directly for eligible claims. If your clinic does not offer GapOnly®, you must pay the vet in full and claim reimbursement afterwards. Always check with your vet if they process GapOnly® claims before your visit. For non-participating clinics, standard reimbursement applies to eligible expenses.
How do I make a claim and how long does it take to be reimbursed?
You can claim online using the Pet Portal, through your vet if they offer GapOnly®, or by submitting a postal form. Required documents include a completed claim form, itemised invoice, and paid receipts. Most claims are processed within 5–7 business days when all necessary details are provided. Approved reimbursements are paid directly to your bank account.
How do I cancel my pet insurance policy with CBA?
You can cancel your CBA pet insurance policy at any time by calling 1300 913 575 or emailing [email protected]. No specific notice period is required, and cancellations are effective from the date your request is received or a future date you specify. No formal documents are necessary, but written or email confirmation is recommended for your records. Any unused premium will be refunded on a pro-rata basis, less any claims paid.
What does CBA pet insurance cover and exclude?
CBA offers two main cover levels: Classic Cover and Plus Cover, both reimbursing between 70% and 90% of eligible vet bills subject to chosen options. Cover includes accidents, illness, surgery, hospitalisation, medication, consultation fees (with varying sub-limits), and emergency pet boarding. Optional Booster Care provides cover for some dental and specialised therapies, and routine care is available as a non-insurance benefit. Exclusions include pre-existing conditions, routine and preventive care (unless added), breeding, pregnancy, certain dental issues, behavioural problems (unless Booster Care selected), and experimental treatments.
Are there waiting periods before cover starts with CBA pet insurance?
Yes, a 30-day waiting period applies for illnesses, and a 6-month waiting period applies for cruciate ligament conditions (which may be waived with a vet check). Booster Care has a 6-month waiting period for dental and 30 days for therapies. There is no waiting period for accidents or emergency pet boarding. Waiting periods help prevent claims on existing or newly developed conditions just after joining.
Does CBA pet insurance include access to veterinary advice or emergency support?
CBA provides policyholders with 24/7 access to a Live Vet helpline via chat, video, or call for non-emergency triage and advice. This service does not replace a physical vet consultation for diagnosis or urgent treatment but is helpful for initial assessment and guidance. For emergencies, visit your veterinary clinic immediately. The Live Vet service is available to all insured pets during the policy term.
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