Medibank Pet Insurance 2025: Comprehensive Australian Review
Our expert's opinion on Medibank
Medibank Pet Insurance provides three comprehensive accident and illness cover levels—Pet Protect, Pet Plus, and Pet Max—offering flexible options with annual benefit limits shown on the insurance certificate, choice of benefit percentage (70%, 80%, or 90%), selectable excesses, and access to optional or included Extra Care (dental and therapies) and Routine Care benefits for preventive health. Compared to other major Australian insurers, Medibank prioritises customisability but trails digital-first rivals in both pricing transparency and streamlined claims, while standing out for its ability to combine core medical and wellness extras in higher plans. Particularly suitable for owners who want tailored benefit/excess structures for adult pets under 9 years and may seek dental or complementary therapy cover, or for purebreds and pets with anticipated complex care needs if enrolled early. Medibank as an insurer is a leading ASX-listed health provider with strong revenues (FY23: AUD $7bn), underwritten by PetSure, ensuring sound financial backing; nevertheless, its Trustpilot score is 1.5/5 from 82 reviews (Medibank overall), citing slow claims, mixed service, and tech usability issues, with claims reimbursements typically in line with industry standards but no faster than average.
- ✅Three tiered plans with flexible annual limits and reimbursement rates
- ✅Optional or included dental and specialised therapies cover
- ✅Routine Care (preventive health) benefit available
- ✅Emergency pet boarding and NZ travel cover included
- ✅GapOnly® claims at participating vets
- ✅Pre-existing condition review for eligibility
- ✅Solid financial backing by major insurer and PetSure
- ❌Low Trustpilot score for service and claims experience
- ❌No digital-first, fully paperless claims process
- ❌Lack of pricing transparency online
- ❌Strict exclusions and long waits for some conditions
- ❌Routine care is a limited non-insurance benefit
Score- ✅Three tiered plans with flexible annual limits and reimbursement rates
- ✅Optional or included dental and specialised therapies cover
- ✅Routine Care (preventive health) benefit available
- ✅Emergency pet boarding and NZ travel cover included
- ✅GapOnly® claims at participating vets
- ✅Pre-existing condition review for eligibility
- ✅Solid financial backing by major insurer and PetSure
Our expert's opinion on Medibank
- ✅Three tiered plans with flexible annual limits and reimbursement rates
- ✅Optional or included dental and specialised therapies cover
- ✅Routine Care (preventive health) benefit available
- ✅Emergency pet boarding and NZ travel cover included
- ✅GapOnly® claims at participating vets
- ✅Pre-existing condition review for eligibility
- ✅Solid financial backing by major insurer and PetSure
- ❌Low Trustpilot score for service and claims experience
- ❌No digital-first, fully paperless claims process
- ❌Lack of pricing transparency online
- ❌Strict exclusions and long waits for some conditions
- ❌Routine care is a limited non-insurance benefit
Score- ✅Three tiered plans with flexible annual limits and reimbursement rates
- ✅Optional or included dental and specialised therapies cover
- ✅Routine Care (preventive health) benefit available
- ✅Emergency pet boarding and NZ travel cover included
- ✅GapOnly® claims at participating vets
- ✅Pre-existing condition review for eligibility
- ✅Solid financial backing by major insurer and PetSure
Why Trust HelloSafe?
At HelloSafe, our pet insurance experts review the terms and pricing of insurance policies available in Australia every year, providing you with reliable and unbiased analysis. Thanks to this rigorous approach, hundreds of thousands of Australians trust us each month to guide them in their most important financial decisions.
Medibank Guarantees
Medibank offers three levels of pet insurance—Pet Protect, Pet Plus, and Pet Max—all covering accidents and illnesses, with optional or built-in dental, alternative therapies, and Specialised Therapies under the “Extra Care” feature.
Owners can choose their annual benefit limit, reimbursement rate (typically 70–90%), and excess per condition, with eligible claims including major illness, surgery, diagnostics, hospitalisation, and emergency boarding; Routine Care (preventive) is available as a non-insurance add-on.
A strength is Medibank’s flexibility to customise plans, broad cover for hereditary and congenital illnesses (if not pre-existing), access to GapOnly®, and the ability to include dental and alternative therapies—though these add-ons have specific waiting periods and limits.
However, major exclusions apply by default to pre-existing, bilateral, chronic, and certain elective or preventive conditions, with limits on dental, routine, and behavioural care unless Extra Care and Routine Care are selected.
Medibank stands out for its customisation, ability to tailor comprehensive cover with add-ons, and New Zealand travel cover, but wellness and dental cover require careful attention to optional benefit selection and eligibility terms.
| Name of coverage | Pet Protect Cover | Pet Plus Cover | Pet Max Cover |
|---|---|---|---|
| Plan positioning | Entry-level accident & illness | Mid-range accident & illness | Premium accident & illness with extras |
| Type of coverage (accident, illness, both, etc.) | Accident and illness | Accident and illness | Accident and illness |
| Animals covered (dogs, cats, other) | Dogs, cats | Dogs, cats | Dogs, cats |
| Reimbursement rate (%) | As selected (70–90%) | As selected (70–90%) | As selected (70–90%) |
| Annual reimbursement limit | As selected/certificate | As selected/certificate | As selected/certificate |
| Deductible (annual or per claim) | As selected/condition/certificate | As selected/condition/certificate | As selected/condition/certificate |
| Age limits for enrollment (for dogs and cats) | 8 weeks– | 8 weeks– | 8 weeks– |
| Pre-enrollment health questionnaire | No | No | No |
| Waiting period (illness) | 30 days | 30 days | 30 days |
| Waiting period (accident) | None | None | None |
| Lifetime coverage once subscribed | ✅ if renewed continuously | ✅ if renewed continuously | ✅ if renewed continuously |
| Vet consultations (regular + emergency) | ✅ eligible claims | ✅ eligible claims | ✅ eligible claims |
| Medications | ✅ eligible claims | ✅ eligible claims | ✅ eligible claims |
| Hospitalization | ✅ eligible claims | ✅ eligible claims | ✅ eligible claims |
| Surgery (including anesthesia) | ✅ eligible claims | ✅ eligible claims | ✅ eligible claims |
| Diagnostic tests (X-ray, MRI, ultrasound, lab tests) | ✅ eligible claims | ✅ eligible claims | ✅ eligible claims |
| Dental care (includes scaling and procedures) | Optional: with Extra Care only | Optional: with Extra Care only | Included (Extra Care built-in) |
| Preventive care package (vaccines, antiparasitics, spaying/neutering, ID/microchipping) | Optional Routine Care add-on only | Optional Routine Care add-on only | Optional Routine Care add-on only |
| Alternative medicine (osteopathy, acupuncture, etc.) | Optional: with Extra Care only | Optional: with Extra Care only | Included (Extra Care built-in) |
| Travel coverage (countries included, duration) | NZ only, max 60 days | NZ only, max 60 days | NZ only, max 60 days |
| Civil liability | ❌ | ❌ | ❌ |
| Euthanasia | ✅ eligible claims | ✅ eligible claims | ✅ eligible claims |
| Death & cremation coverage | ❌ | ❌ | ❌ |
| Theft or loss of pet + search expenses | ❌ | ❌ | ❌ |
| Boarding fees (if owner is hospitalised) | ✅ sub-limit applies | ✅ sub-limit applies | ✅ sub-limit applies |
Important Policy Details: Extras, Customization, and Emergency Boarding
Dental, alternative therapies, and behavioural cover require Extra Care (add-on for Protect/Plus; included for Max); each has specific annual limits, waiting periods (dental 6 months, therapies 30 days), and excluded conditions.
Policy choices allow customisation of claim excess, annual benefit, and reimbursement %, with all options subject to the certificate’s terms.
Emergency pet boarding is only covered if the sole owner is unexpectedly hospitalised (2+ days) or in cases of domestic violence.
To find the best rate for your pet’s needs, compare Medibank plans and extras with other providers before subscribing.
👉 Compare the best pet insurance for your furry friend for free!Start Your Free Comparison Now!Medibank Exclusions
Medibank applies industry-standard exclusions, notably for pre-existing conditions (including bilateral and related conditions) and chronic illnesses that manifest before cover or during waiting periods.
What makes Medibank’s approach distinctive is the breadth of its exclusions for dental care, behaviour issues, and specialised therapies unless the Extra Care option is added—without this, claims for dental, alternative, or behavioural services will be denied.
Preventive, routine, and elective treatments are also excluded by default unless the Routine Care non-insurance add-on is selected, and any unapproved medications, cosmetic, experimental, or breeding procedures are always outside protection.
Cover outside Australia is only available for trips to New Zealand with strict conditions, and negligence or lack of pet care can void claims, setting a higher bar for responsible ownership than some competitors.
| Exclusions | Details |
|---|---|
| Medical exclusions | • Pre-existing conditions (chronic, bilateral, related) • Chronic illnesses before cover • Certain hereditary/congenital if pre-existing • Dental care/cleaning/most dental unless Extra Care • Routine/elective care unless add-on |
| Behavioural & alternative medicine exclusions | • Behavioural issues/medications/diagnostics not covered unless Extra Care • Alternative therapies/excluded unless Extra Care and then by strict list |
| Preventive & routine exclusions | • Food, supplements, vitamins, non-medicated products • Vaccines, worming, microchipping, routine nail/anal gland care except with Routine Care add-on |
| Elective/cosmetic/specialty exclusions | • Elective/cosmetic/experimental treatments • Breeding/obstetrics, desexing for non-medical reason • Genetic/chromosome testing, organ/stem cell therapy, prosthetics (except total hip) |
| Geographic & travel exclusions | • Cover limited to Australia and trips in New Zealand (max 60 days, AUD only) • No overseas cover outside these rules |
| Identification/external circumstances | • Losses related to negligence, non-compliance with vet/government advice, or lack of pet protection • Economic/consequential loss, unpaid/lapsed premiums, complications from exclusions |
| Other notable exclusions | • House call extras, ambulance, phone consults, autopsy/cremation/disposal (except as specified) • Non-essential treatment (tail/ear/nail, voluntary euthanasia, pre-anaesthetic bloods) |
Medibank Prices
Medibank holds a mid-range to slightly higher pricing position in the Australian pet insurance market, primarily due to its solid benefit limits, selectable higher reimbursement rates, and broad policy inclusions such as Extra Care for dental and specialised therapies.
While the base plans are comparable to competitors, the addition of optional extras can push the monthly premium above some market alternatives, especially for older pets or those requiring comprehensive coverage.
Deductible and reimbursement flexibility allows tailoring for affordability, but customers seeking extensive protection will find Medibank especially valuable with its robust claims processes and added options.
Medibank’s service model is not that of a pure digital player, so while user experience is strong, traditional support channels and GapOnly® convenience are reflected in the pricing.
Overall, it is best suited for pet owners who prioritise a safe, reputable brand and broad cover, accepting a moderately higher cost in exchange for extended benefits.
To discover which option matches your pet and budget, compare estimated monthly premiums for different pet types below.
| Pet Protect Cover | Pet Plus Cover | Pet Max Cover | |
|---|---|---|---|
| Young cat (2–4 years) | $27/month | $33/month | $42/month |
| Senior cat (7–8 years) | $36/month | $43/month | $57/month |
| Small breed dog | $31/month | $37/month | $51/month |
| Small breed dog (2–4 years) | $31/month | $37/month | $51/month |
| Large breed dog (2–4 years) | $46/month | $58/month | $78/month |
| Senior dog (7–8 years) | $58/month | $70/month | $94/month |
Medibank Promo Codes
| Medibank 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 Medibank rebates can I expect?
With Medibank’s highest-tier Pet Max Cover (including Extra Care and Routine Care options), you’re reimbursed a chosen percentage (e.g., 90%) of eligible vet expenses after your annual excess, making it easier to manage unexpected veterinary bills and preventive care.
Example: Allergic dermatitis consultation & treatment
Total vet costs: $180 (consultation, medication) Deductible to subtract: $100 (first claim this policy year) Amount reimbursable after excess: $180 – $100 = $80 90% of that amount reimbursed: $80 × 90% = $72 👉 You receive a reimbursement of $72, meaning your total out-of-pocket is $108. ℹ️ The annual excess only applies once per policy year. For the rest of the year, future claims are reimbursed at 90% until your annual limit is reached.
Cruciate Ligament Surgery Example
Total vet costs: $3,300 (specialist consultation, surgery, anaesthesia, aftercare)
Deductible already used on a previous claim this year
Amount reimbursed at 90%: $3,300 × 90% = $2,970
👉 You receive $2,970; your out-of-pocket is $330.
ℹ️ This assumes the annual excess has already been deducted and is within your annual benefit cap. Claims for cruciate ligament have a 6-month waiting period unless waived by vet assessment.
Annual vaccination and health check (Routine Care)
Total vet costs: $115 (vaccination + health check)
Routine Care limit (Pet Max Cover): Up to $100 reimbursed per year for vaccinations
Reimbursement: $100 paid by Medibank, leaving $15 for you to pay
👉 You receive $100 from Medibank; your out-of-pocket is $15.
ℹ️ Routine Care is an optional capped benefit. Any costs above the sub-limit are your responsibility, and benefits are renewed each year with your policy.
Medibank Assistance
Medibank stands out with its participation in the GapOnly® network, which allows eligible claims to be settled instantly at participating vet clinics so customers only pay the outstanding gap, reducing the need for upfront full payments.
Claim submission is fully digital via a secure online portal, or can be managed by vets directly, although no standalone mobile app is offered for policy management.
There are no payment facility options or interest-free instalment plans publicly communicated for premiums.
Medibank does not operate a 24/7 emergency vet advice line or telemedicine service, which some owners may find limiting in after-hours situations.
Short-term overseas cover (up to 60 days) is standard, but restricted to New Zealand and subject to annual limits and local currency reimbursement only.
| Assistance Medibank | Available? | Details |
|---|---|---|
| Advance payment | ✅ | GapOnly® available at participating Australian vets. You pay only the gap; Medibank settles the rest directly with the vet. |
| Payment facilities | N.C. | N.C.; no public details about premium instalment or payment plans. |
| Mobile app | ❌ | No dedicated mobile app for policy or claims; all management via website or portal. |
| Paperless claims process | ✅ | Claims can be lodged online, through the portal, by mail, or via the vet; supporting docs accepted digitally. |
| Emergency vet service | ❌ | No 24/7 emergency vet hotline or teleconsultation for policyholders. |
| Vet/clinic partner network | ✅ | Access to the GapOnly® network covers a range of vet clinics for streamlined claim settlement. |
| Coverage abroad | ✅ | Cover up to 60 days per trip in New Zealand; reimbursed in AUD; limits and conditions apply. |
You pay only the gap; Medibank settles the rest directly with the vet.
Customer reviews of Medibank
| Review platform | Rating and number of reviews |
|---|---|
| Trustpilot | 1.5/5 (82 reviews, overall; not specific to pet insurance) |
We analyzed reviews from the sites listed above. On the positive side, customers who subscribed to Medibank for their pets often mention:
- A simple and recognisable brand that is trusted by many across Australia.
- An accessible customer service line for general queries and claims support.
- The ability to submit claims digitally and track them online.
On the negative side:
- A high number of complaints about slow or unhelpful customer service, especially for claims and billing matters.
- Website or digital claim process issues, including difficulties submitting or tracking claims online.
- Frequent claim rejections and disputes around policy exclusions or pre-existing conditions.
- Reports of delays with refunds or policy cancellation processing.
How to Contact Medibank
| Medibank 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 | Submit your claim online via the Medibank Pet Insurance portal, by email to [email protected], or by post to Locked Bag 9021, Castle Hill, NSW 1765. Provide paid invoices, your completed claim form, and your vet’s clinical notes. Claims are typically reimbursed to your bank account; average processing time is usually 5–10 business days after receipt of documents. For assistance, call 132 331 (Mon–Fri 8am–8pm, excl. holidays). |
| To obtain a certificate of insurance | Contact customer service by phone at 132 331 (Mon–Fri 8am–8pm, excl. holidays), email [email protected], or write to Locked Bag 9021, Castle Hill, NSW 1765. Have your policy number ready for quicker service. |
| To contact assistance | Call 132 331 (Mon–Fri 8am–8pm, excl. holidays), email [email protected], or mail Locked Bag 9021, Castle Hill, NSW 1765. For policy queries, pre-approvals, claims, and general support. |
| To cancel my policy | Contact Medibank by phone on 132 331 or email [email protected]. Submit a written request with your policy information and desired cancellation date. No specific notice period applies; cancellation is effective from your written request’s receipt. Postal address: Locked Bag 9021, Castle Hill, NSW 1765. |
Provide paid invoices, your completed claim form, and your vet’s clinical notes.
Claims are typically reimbursed to your bank account; average processing time is usually 5–10 business days after receipt of documents.
For assistance, call 132 331 (Mon–Fri 8am–8pm, excl. holidays).
email [email protected],
or write to Locked Bag 9021, Castle Hill, NSW 1765.
Have your policy number ready for quicker service.
email [email protected],
or mail Locked Bag 9021, Castle Hill, NSW 1765.
For policy queries, pre-approvals, claims, and general support.
Submit a written request with your policy information and desired cancellation date.
No specific notice period applies; cancellation is effective from your written request’s receipt.
Postal address: Locked Bag 9021, Castle Hill, NSW 1765.
FAQ
Do I have to pay upfront for veterinary fees with Medibank?
In most cases, you will need to pay your vet up front and then submit a claim to Medibank for reimbursement. However, at participating veterinary clinics offering GapOnly®, you pay only the “gap” (your share) at the time of treatment, and Medibank pays the balance directly to the vet.
How do I cancel my pet insurance policy with Medibank?
To cancel your policy, contact Medibank via phone or email and provide a written cancellation request with your policy details. There is no required notice period, and cancellation will take effect from the date your request is received by Medibank.
What does Medibank pet insurance cover?
Medibank covers veterinary expenses for accidental injuries and illness, with additional options for dental cover and specialised therapies under Extra Care. Premiums and benefits vary across Pet Protect, Pet Plus, and Pet Max plans. Routine preventive care can be included as an optional non-insurance benefit.
Are hereditary and congenital conditions included in the cover?
Yes, policyholders can claim for hereditary and congenital conditions provided those conditions are not pre-existing or chronic when the cover commences, and subject to applicable waiting periods. Detailed coverage is outlined in your certificate and the PDS.
Are there any waiting periods with Medibank pet insurance?
Yes. There is no waiting period for specified accidental injuries. Illness cover begins after 30 days, cruciate ligament and certain dental/specialised therapy benefits after six months, and pre-approval is needed to waive the cruciate waiting period. Always check your policy schedule for applicable waits.
Do I have to pay upfront for veterinary fees with Medibank?
In most cases, you will need to pay your vet up front and then submit a claim to Medibank for reimbursement. However, at participating veterinary clinics offering GapOnly®, you pay only the “gap” (your share) at the time of treatment, and Medibank pays the balance directly to the vet.
How do I cancel my pet insurance policy with Medibank?
To cancel your policy, contact Medibank via phone or email and provide a written cancellation request with your policy details. There is no required notice period, and cancellation will take effect from the date your request is received by Medibank.
What does Medibank pet insurance cover?
Medibank covers veterinary expenses for accidental injuries and illness, with additional options for dental cover and specialised therapies under Extra Care. Premiums and benefits vary across Pet Protect, Pet Plus, and Pet Max plans. Routine preventive care can be included as an optional non-insurance benefit.
Are hereditary and congenital conditions included in the cover?
Yes, policyholders can claim for hereditary and congenital conditions provided those conditions are not pre-existing or chronic when the cover commences, and subject to applicable waiting periods. Detailed coverage is outlined in your certificate and the PDS.
Are there any waiting periods with Medibank pet insurance?
Yes. There is no waiting period for specified accidental injuries. Illness cover begins after 30 days, cruciate ligament and certain dental/specialised therapy benefits after six months, and pre-approval is needed to waive the cruciate waiting period. Always check your policy schedule for applicable waits.
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