ING Pet Insurance 2025: Comprehensive Review for Australians
Our expert's opinion on ING
ING Pet Insurance offers a straightforward policy for cats and dogs in Australia, built around a single plan that provides 80% reimbursement on eligible vet bills up to a $12,000 annual cap, with competitive sub-limits for orthopaedic, cruciate ligament, tick paralysis, and snake bite claims.
The $100 excess per unrelated condition per year is moderate, and the plan does not include any routine or wellness cover—placing ING as a well-priced, mid-market choice compared to both budget basic pet insurers and premium brands offering broader or wellness-driven cover.
ING stands out for those seeking high annual limits, straightforward coverage, and broad acceptance of eligible chronic, hereditary, and congenital conditions, but does not offer a digital-first claim process or wellness extras found with some disruptors.
Best suited to owners enrolling younger pets (under 9 years), mixed or purebred, who prioritise high claim limits and comprehensive illness/accident coverage over routine care or value-added features.
Backed by Auto & General Insurance Company Limited, a major Australian insurer with over $1.4 billion in gross written premium (FY23), ING demonstrates strong financial reliability; no dedicated Trustpilot score for pet insurance is available, but Auto & General manages claims typically within 10 business days, consistent with industry norms.
- ✅$12,000 annual benefit limit
- ✅80% reimbursement on eligible vet bills
- ✅All chronic, hereditary, congenital conditions covered (if not pre-existing)
- ✅Low $100 excess per unrelated condition and per year
- ✅Choice of any registered vet in Australia
- ✅Simple, entry-level product with few plan options
- ✅No age cap for renewals once enrolled
- ❌No wellness or routine care cover
- ❌Single plan, no customisation or higher reimbursement option
- ❌Strict pre-existing condition exclusions
- ❌No online paperless claim submission process
- ❌Limited value-added services (no helpline, no televet, no pet pharmacy discounts)
Score- ✅$12,000 annual benefit limit
- ✅80% reimbursement on eligible vet bills
- ✅All chronic, hereditary, congenital conditions covered (if not pre-existing)
- ✅Low $100 excess per unrelated condition and per year
- ✅Choice of any registered vet in Australia
- ✅Simple, entry-level product with few plan options
- ✅No age cap for renewals once enrolled
Our expert's opinion on ING
- ✅$12,000 annual benefit limit
- ✅80% reimbursement on eligible vet bills
- ✅All chronic, hereditary, congenital conditions covered (if not pre-existing)
- ✅Low $100 excess per unrelated condition and per year
- ✅Choice of any registered vet in Australia
- ✅Simple, entry-level product with few plan options
- ✅No age cap for renewals once enrolled
- ❌No wellness or routine care cover
- ❌Single plan, no customisation or higher reimbursement option
- ❌Strict pre-existing condition exclusions
- ❌No online paperless claim submission process
- ❌Limited value-added services (no helpline, no televet, no pet pharmacy discounts)
Score- ✅$12,000 annual benefit limit
- ✅80% reimbursement on eligible vet bills
- ✅All chronic, hereditary, congenital conditions covered (if not pre-existing)
- ✅Low $100 excess per unrelated condition and per year
- ✅Choice of any registered vet in Australia
- ✅Simple, entry-level product with few plan options
- ✅No age cap for renewals once enrolled
The $100 excess per unrelated condition per year is moderate, and the plan does not include any routine or wellness cover—placing ING as a well-priced, mid-market choice compared to both budget basic pet insurers and premium brands offering broader or wellness-driven cover.
ING stands out for those seeking high annual limits, straightforward coverage, and broad acceptance of eligible chronic, hereditary, and congenital conditions, but does not offer a digital-first claim process or wellness extras found with some disruptors.
Best suited to owners enrolling younger pets (under 9 years), mixed or purebred, who prioritise high claim limits and comprehensive illness/accident coverage over routine care or value-added features.
Backed by Auto & General Insurance Company Limited, a major Australian insurer with over $1.4 billion in gross written premium (FY23), ING demonstrates strong financial reliability; no dedicated Trustpilot score for pet insurance is available, but Auto & General manages claims typically within 10 business days, consistent with industry norms.
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At HelloSafe, our pet insurance expert carefully reviews the terms and pricing of insurance policies available in Australia every year, ensuring you receive reliable and unbiased guidance. Thanks to this thorough approach, hundreds of thousands of Australians trust us each month to help them make their most important financial decisions.
ING Guarantees
ING offers a single comprehensive plan for dogs and cats, covering accidental injury and illness with an 80% reimbursement rate, a $12,000 yearly limit, and a $100 annual excess per unrelated condition.
Coverage is competitive thanks to sub-limits for complex conditions (e.g., $4,000 for orthopaedic, $2,600 for cruciate), flexible age entry (from 8 weeks to under 9 years), and lifetime renewability with continuous cover.
Standout strengths include broad vet coverage, no restriction on the vet selected in Australia, and strong support for hereditary and chronic conditions when not pre-existing, but ING does not cover routine care, dental, alternative therapies, or wellness procedures, which may be a drawback for preventive-focused pet owners.
Its exclusion scope is strict for pre-existing conditions and routine/wellness items, and there is no liability protection or aggression/behavioural problem cover.
Overall, ING sits among competitive, reliably “core” providers in the Australian market, with very solid base illness/accident protections but limited extra features compared to premium or wellness-oriented insurers.
| Name of coverage | ING Comprehensive Plan |
|---|---|
| Plan positioning | Core illness & accident insurance |
| Type of coverage (accident, illness, both, etc.) | Both |
| Animals covered (dogs, cats, other) | Dogs and cats |
| Reimbursement rate (%) | 80% |
| Annual reimbursement limit | $12,000 |
| Deductible (annual or per claim) | $100 per unrelated condition per year |
| Age limits for enrollment (for dogs and cats) | 8 weeks–under 9 years |
| Pre-enrollment health questionnaire | N.C. |
| Waiting period (illness) | 30 days |
| Waiting period (accident) | 2 days |
| Lifetime coverage once subscribed | ✅ With continuous renewal |
| Vet consultations (regular + emergency) | ✅ |
| Medications | ✅ |
| Hospitalization | ✅ |
| Surgery (including anesthesia) | ✅ |
| Diagnostic tests (X-ray, MRI, ultrasound, lab tests) | ✅ |
| Dental care (includes scaling and procedures) | ❌ |
| Preventive care package (vaccines, antiparasitics, spaying/neutering, ID/microchipping) | ❌ |
| Alternative medicine (osteopathy, acupuncture, etc.) | ❌ |
| Travel coverage (countries included, duration) | ❌ |
| Civil liability | ❌ |
| Euthanasia | ✅ If vet recommended |
| Death & cremation coverage | ❌ |
| Theft or loss of pet + search expenses | ❌ |
| Boarding fees (if owner is hospitalized) | ❌ |
Orthopaedic Condition Coverage Details
$4,000 annual sub-limit for orthopaedic conditions; multiple condition claims each have their own excess; coverage continues for life if started pre-age 9 and there are no coverage gaps.
Comparing ING Pet Insurance
Compare ING’s plan features and exclusions against other Australian pet insurers to find the right value for your pet’s needs.
ING Exclusions
ING’s exclusions are broad and some are stricter than major competitors, particularly around pre-existing conditions (including recurring, bilateral and “related” problems) which are seldom waivable.
Notably, all alternative therapies, preventative care (other than specific tick paralysis treatments under certain conditions), and routine or non-essential procedures are excluded.
Dental and oral procedures, elective/cosmetic surgeries, and behavioural/psychological therapies receive no cover, and euthanasia is limited to direct vet recommendation only.
Cover is geographically restricted to care within Australia (no international cover), and no liability component exists.
Frequent or preventable “repeat incident” claims are also strictly limited, highlighting the policy’s focus on non-routine, strictly medical treatment.
| Exclusions | Details |
|---|---|
| Medical and pre-existing |
|
| Preventative and routine care |
|
| Alternative/complementary |
|
| Excluded procedures/expenses |
|
| Geographic and identification |
|
| Administrative/follow-up |
|
| Claim limitations |
|
| Liability/third party |
|
- Pre-existing, ongoing, chronic, recurrent, bilateral, and related conditions
- Waiting period illnesses/injuries
- Complications from non-desexing (with exceptions)
- Epidemic/pandemic diseases
- Behavioural or psychological issues
- Brachycephalic airway/cosmetic procedures for pets
- Routine check-ups, health screens, vaccinations/titre tests
- Desexing (except medical need)
- Flea/tick/worm, grooming, prescription diets, supplements
- Routine dental (scaling, cleaning, gingivitis)
- Hydrotherapy, physiotherapy, acupuncture, osteopathy
- Herbal, homeopathic, experimental/stem cell therapy
- Cosmetic/elective procedures, prosthetics, artificial limbs, organ transplants
- Genetic/pre-anaesthetic blood tests
- Non-essential treatment or hospitalisation
- Breeding/obstetrics, obedience training/school, breeding costs
- Any treatment performed outside Australia
- Commercial use pets (except guide/assistance dogs)
- Breach of law/regulation
- Post-mortem/cremation, aftercare, postage, admin fees
- Non-vet or experimental services
- Non-approved medications (not on APVMA register)
- Max two claims per year for same preventable/repeat activity (e.g., bite wounds, ingestion)
- Treatment for complications of excluded/previously excluded conditions
- No third party liability or cover for injury/damage to others for non-guide or assistance pets
ING Prices
ING’s pet insurance sits in the competitive, mid-range segment for the Australian market, offering strong value for money thanks to its clear benefit structure and robust online/self-service platform.
The deductible of $100 per unrelated condition per year and 80% reimbursement are broadly in line with industry standards, but ING does not provide wellness or routine care options, which some premium providers offer.
With fully digital claim submission and management, ING is able to minimise overheads and operational costs, which helps it maintain relatively affordable pricing compared to more traditional channels.
The fixed $12,000 annual benefit cap and core exclusions mean cover is comprehensive for major illnesses and accidents but not as extensive for non-medical or ongoing wellness care.
This makes ING well suited for pet owners seeking solid, transparent protection without paying for features they may not need, while delivering ease of use and efficiency.
Compare plans and prices to find the best cover for your pet’s needs.
| ING Standard Plan | |
|---|---|
| Young cat (2–4 years) | $25–$29/month |
| Senior cat (7–8 years) | $38–$46/month |
| Small breed dog (2–4 years) | $32–$36/month |
| Large breed dog (2–4 years) | $48–$56/month |
| Senior dog (7–8 years) | $68–$85/month |
ING Promo Codes
| ING Promo Codes | Details |
|---|---|
| HelloSafe Promo Code | -5% on your quote |
| Online Discount | 15% off first year |
Note: Promo codes are subject to change. For the latest offers, check our comparison of the best pet insurance providers.
What is my ING reimbursement amount?
With ING pet insurance, eligible veterinary costs are reimbursed at 80% after a $100 excess (deductible) is applied per unrelated condition per year, up to the annual or sub-limit. Below are three typical reimbursement examples to show what your out-of-pocket expenses might look like compared to being uninsured.
Emergency Surgery Cost Breakdown
Total vet costs: $2,400 (including consultation, imaging, surgery, hospitalisation) Deductible for this new condition: $100 (first occurrence this year) Claimable amount after excess: $2,400 – $100 = $2,300 Amount reimbursed at 80%: $2,300 × 80% = $1,840 You receive a reimbursement of $1,840; you pay $560 out of pocket. ℹ️ The $100 excess only applies once per unrelated condition per year. Coverage is also subject to the annual limit of $12,000.
Chronic Ear Infection Follow-Up (Same Year)
Total vet costs: $360 (consult, diagnostics, prescribed medication)
Deductible: $0 (already met for this condition previously this policy year)
Reimbursable amount: $360 × 80% = $288
👉 You receive a reimbursement of $288; you pay $72.
ℹ️ Once you’ve paid the $100 excess for an unrelated condition, you do not pay another excess for ongoing or related treatment in that policy year.
Cruciate Ligament Surgery Example
Total vet costs: $3,500
Deductible for this condition: $100
Claimable after excess: $3,500 – $100 = $3,400
Annual sub-limit for cruciate ligament conditions: $2,600
Reimbursed at 80% of sub-limit: $2,600 × 80% = $2,080
👉 You receive $2,080; you pay the first $100 excess plus any costs above the sub-limit.
ℹ️ A 6-month waiting period applies for cruciate ligament conditions. Costs above the $2,600 annual sub-limit are not reimbursed. Your out-of-pocket expenses will be $1,420 on this example ($3,500 – $2,080).
ING Assistance
ING’s assistance offering for pet insurance is relatively limited compared to some market leaders. There is no evidence of an advance payment service—policyholders must pay the full vet bill upfront and claim reimbursement. While the claims process is digital-friendly (online and email submission), the absence of a mobile app and a 24/7 emergency helpline or teleconsultation may be restrictive for owners seeking immediate support. No partner vet network or direct billing is advertised, and payment flexibility (such as fee-free instalments) is not mentioned. Overseas coverage is not communicated, leaving a gap for those seeking insurance support when travelling internationally with pets.
| Assistance ING | Available? | Details |
|---|---|---|
| Advance payment | ❌ | No advance payment option or “GapOnly” service; you must pay vet bills in full and claim later. |
| Payment facilities | ❌ | Fee-free instalments/N.C. |
| Mobile app | ❌ | N.C. – No evidence of an ING pet insurance app; no rating, UX, or functionality detail provided. |
| Paperless claims process | ✅ | Claims are lodged digitally: by email and online portal (forms and invoices sent electronically). |
| Emergency vet service | ❌ | No 24/7 emergency phone or vet teleconsultation mentioned in PDS/website. |
| Vet/clinic partner network | ❌ | N.C. – No partner vet network or preferred provider system communicated. |
| Coverage abroad | ❌ | N.C. – Overseas cover not mentioned for pets outside Australia or for travel. |
Customer Reviews of ING
| Review platform | Rating and number of reviews |
|---|---|
| Trustpilot | N.C. |
| ProductReview | N.C. |
| Google Reviews | N.C. |
We analyzed reviews from the sites listed above. On the positive side, customers who subscribed to ING for their pets often mention: ✅ N.C. On the negative side: ❌ N.C.
How to Contact ING
| ING 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 | Download a claim form from the ING website or request one by phone. Pay your vet bill, then complete the claim form with your vet and submit it along with paid invoices/receipts and relevant medical records. Send documents by email to [email protected] or post to PO Box 342, Toowong QLD 4066. Claims are paid to your nominated bank account, typically within 5–10 business days. |
| To obtain a certificate of insurance | Request your policy certificate by calling 1800 619 495 (Mon–Fri, business hours), emailing [email protected], or writing to GPO Box 4094, Sydney NSW 2001. Quote your policy number and full name to receive your certificate promptly. |
| To contact assistance | For all assistance or general enquiries, contact customer care on 1800 619 495 (Mon–Fri, business hours) or email [email protected]. Postal enquiries can be sent to GPO Box 4094, Sydney NSW 2001. Claims-specific queries should use [email protected]. |
| To cancel my policy | Call 1800 619 495 or email [email protected] with your policy details and cancellation date. No fixed notice period, but written confirmation may be requested. Any unused premium for the coverage period may be refunded. Written requests can be posted to GPO Box 4094, Sydney NSW 2001. |
Pay your vet bill, then complete the claim form with your vet and submit it along with paid invoices/receipts and relevant medical records.
Send documents by email to [email protected] or post to PO Box 342, Toowong QLD 4066.
Claims are paid to your nominated bank account, typically within 5–10 business days.
Quote your policy number and full name to receive your certificate promptly.
Postal enquiries can be sent to GPO Box 4094, Sydney NSW 2001.
Claims-specific queries should use [email protected].
No fixed notice period, but written confirmation may be requested.
Any unused premium for the coverage period may be refunded.
Written requests can be posted to GPO Box 4094, Sydney NSW 2001.
FAQ
Do I have to pay upfront for veterinary fees with ING?
Yes, with ING pet insurance, you must pay your vet bill in full upfront and then submit a claim for reimbursement. There is currently no advance payment or third-party payment option such as GapOnly or Payvet supported. You will receive 80% back on eligible expenses, less your annual excess, once your claim is approved.
How do I cancel my pet insurance policy with ING?
You can cancel your ING policy at any time by calling 1800 619 495 or emailing [email protected] with your policy number and desired cancellation date. No set notice period applies, but written or emailed confirmation may be requested. Any unused premium for the remainder of your policy may be refunded, based on your circumstances.
What waiting periods apply to ING pet insurance?
There is a 2-day waiting period for accidental injuries and a 30-day waiting period for illnesses. Cruciate ligament conditions have a 6-month waiting period, but this may not apply if a vet assessment form is completed shortly after you join. Waiting periods start from the policy commencement date and apply to each pet covered.
Are pre-existing conditions covered?
Pre-existing conditions—any issue, symptom, or diagnosis present before your policy starts or during waiting periods—are generally excluded from cover. If your pet has been symptom-free for at least 12 months and you can provide vet records, you may request a review for possible future coverage on that condition.
Does ING pet insurance cover routine or preventive care?
No, ING pet insurance does not cover routine or preventive care such as vaccinations, desexing, flea/worm treatments, or annual health checks. It focuses on cover for accidents and illnesses, plus medically necessary diagnostics, treatments, and hospital stays, subject to policy limits and exclusions.
How do I make a claim, and how long do reimbursements take?
To make a claim, download the form from the ING website, complete it with your vet, and send it—along with receipts and pet medical history—via email to [email protected] or by post. Claims are usually processed and paid into your bank account within 5 to 10 business days, provided all documents are complete.
Do I have to pay upfront for veterinary fees with ING?
Yes, with ING pet insurance, you must pay your vet bill in full upfront and then submit a claim for reimbursement. There is currently no advance payment or third-party payment option such as GapOnly or Payvet supported. You will receive 80% back on eligible expenses, less your annual excess, once your claim is approved.
How do I cancel my pet insurance policy with ING?
You can cancel your ING policy at any time by calling 1800 619 495 or emailing [email protected] with your policy number and desired cancellation date. No set notice period applies, but written or emailed confirmation may be requested. Any unused premium for the remainder of your policy may be refunded, based on your circumstances.
What waiting periods apply to ING pet insurance?
There is a 2-day waiting period for accidental injuries and a 30-day waiting period for illnesses. Cruciate ligament conditions have a 6-month waiting period, but this may not apply if a vet assessment form is completed shortly after you join. Waiting periods start from the policy commencement date and apply to each pet covered.
Are pre-existing conditions covered?
Pre-existing conditions—any issue, symptom, or diagnosis present before your policy starts or during waiting periods—are generally excluded from cover. If your pet has been symptom-free for at least 12 months and you can provide vet records, you may request a review for possible future coverage on that condition.
Does ING pet insurance cover routine or preventive care?
No, ING pet insurance does not cover routine or preventive care such as vaccinations, desexing, flea/worm treatments, or annual health checks. It focuses on cover for accidents and illnesses, plus medically necessary diagnostics, treatments, and hospital stays, subject to policy limits and exclusions.
How do I make a claim, and how long do reimbursements take?
To make a claim, download the form from the ING website, complete it with your vet, and send it—along with receipts and pet medical history—via email to [email protected] or by post. Claims are usually processed and paid into your bank account within 5 to 10 business days, provided all documents are complete.
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