PIA Pet Insurance 2025: Comprehensive AU Review & Insights
Our Expert Opinion on PIA
Pet Insurance Australia (PIA) provides two main plans—Pet Essentials and Pet Basic—focused on accidental injury and illness, with generous 90% reimbursement for pets under 8 years old and 65% after, though annual limits per condition apply and must be checked per individual policy.
PIA positions itself as a mainstream choice in Australia, offering simple plans with no excess and lifetime coverage while utilising condition-based limits, but it falls behind digital-first peers in customer experience and does not publish transparent pricing.
PIA is most suitable for young dogs and cats, especially crossbreeds or mixed breeds, where owners prioritise high reimbursement rates over comprehensive extras or premium costs, and are comfortable with straightforward medical cover rather than extensive wellness benefits.
With backing via PetSure (a leading underwriter in Australia), PIA shows robust financial reliability; however, its Trustpilot score is only 1.6/5 from 199 reviews, citing frequent dissatisfaction with claims handling and service despite a website-claimed 98% of claims processed within 5 days.
- ✅90% reimbursement for pets under 8 years
- ✅No annual excess payable per claim
- ✅Lifetime coverage with continuous renewal
- ✅Covers hereditary and congenital illnesses (if symptom-free at signup)
- ✅Fast digital claim process and GapOnly® at partner vets
- ✅Choice of any registered vet Australia-wide
- ✅myPetPass®: 24/7 online vet access
- ❌Low customer satisfaction: 1.6/5 on Trustpilot (199 reviews)
- ❌Lower 65% reimbursement after 8 years old
- ❌Condition-specific and annual benefit limits; not clearly stated upfront
- ❌Routine, dental (except trauma), wellness not covered
- ❌Many exclusions for chronic conditions and pre-existing illnesses
Score- ✅90% reimbursement for pets under 8 years
- ✅No annual excess payable per claim
- ✅Lifetime coverage with continuous renewal
- ✅Covers hereditary and congenital illnesses (if symptom-free at signup)
- ✅Fast digital claim process and GapOnly® at partner vets
- ✅Choice of any registered vet Australia-wide
- ✅myPetPass®: 24/7 online vet access
Our Expert Opinion on PIA
- ✅90% reimbursement for pets under 8 years
- ✅No annual excess payable per claim
- ✅Lifetime coverage with continuous renewal
- ✅Covers hereditary and congenital illnesses (if symptom-free at signup)
- ✅Fast digital claim process and GapOnly® at partner vets
- ✅Choice of any registered vet Australia-wide
- ✅myPetPass®: 24/7 online vet access
- ❌Low customer satisfaction: 1.6/5 on Trustpilot (199 reviews)
- ❌Lower 65% reimbursement after 8 years old
- ❌Condition-specific and annual benefit limits; not clearly stated upfront
- ❌Routine, dental (except trauma), wellness not covered
- ❌Many exclusions for chronic conditions and pre-existing illnesses
Score- ✅90% reimbursement for pets under 8 years
- ✅No annual excess payable per claim
- ✅Lifetime coverage with continuous renewal
- ✅Covers hereditary and congenital illnesses (if symptom-free at signup)
- ✅Fast digital claim process and GapOnly® at partner vets
- ✅Choice of any registered vet Australia-wide
- ✅myPetPass®: 24/7 online vet access
PIA positions itself as a mainstream choice in Australia, offering simple plans with no excess and lifetime coverage while utilising condition-based limits, but it falls behind digital-first peers in customer experience and does not publish transparent pricing.
PIA is most suitable for young dogs and cats, especially crossbreeds or mixed breeds, where owners prioritise high reimbursement rates over comprehensive extras or premium costs, and are comfortable with straightforward medical cover rather than extensive wellness benefits.
With backing via PetSure (a leading underwriter in Australia), PIA shows robust financial reliability; however, its Trustpilot score is only 1.6/5 from 199 reviews, citing frequent dissatisfaction with claims handling and service despite a website-claimed 98% of claims processed within 5 days.
Why Trust HelloSafe?
At HelloSafe, our pet insurance experts review the terms and pricing of insurance policies across the Australian market every year to provide you with reliable and impartial analysis. Thanks to this thorough approach, hundreds of thousands of Australians trust us each month to help guide them in their most important financial decisions.
PIA Guarantees
PIA (Pet Insurance Australia) offers two core plans – Pet Essentials and Pet Basic Cover – both focused on specified accidental injury and illness, providing 90% reimbursement for pets under 8, and 65% for older pets, with annual per-condition caps but no stated overall policy limit.
Both plans have no excess (deductible), and cover a broad set of accidents and illnesses after a 30-day illness waiting period and none for accidents; essential hereditary and congenital diseases are included if symptom-free before start.
Key strengths are strong reimbursement for younger pets, broad vet choice across Australia, fast claims processing, and access to 24/7 online vet support (myPetPass®), but PIA’s plans do not cover routine, preventative, or alternative care, and restrict dental coverage to dental trauma only.
Consultation fees are often excluded except when listed on your Certificate of Insurance, and certain conditions (patella luxation, dysplasia, IVDD, pre-existing cancer/cruciate ligament) are specifically excluded unless your cover/period requirements are met.
| Name of coverage | Pet Essentials / Pet Basic Cover |
|---|---|
| Plan positioning | Accidental injury & illness cover |
| Type of coverage | Accident and illness |
| Animals covered | Dogs and cats |
| Reimbursement rate (%) | 90% under 8; 65% from 8th birthday |
| Annual reimbursement limit | N.C. – Refer to Certificate |
| Deductible (annual or per claim) | $0 (none stated) |
| Age limits for enrollment (dogs/cats) | 8 weeks to under 12 years |
| Pre-enrollment health questionnaire | ❌ |
| Waiting period (illness) | 30 days |
| Waiting period (accident) | None |
| Lifetime coverage once subscribed | ✅ |
| Vet consultations (regular + emergency) | ❌ unless stated on Certificate |
| Medications | ✅ for covered conditions |
| Hospitalization | ✅ for covered conditions |
| Surgery (including anesthesia) | ✅ for covered conditions |
| Diagnostic tests (X-ray, MRI, ultrasound, lab tests) | ✅ for covered conditions |
| Dental care (includes scaling and procedures) | ✅ limited to trauma, not disease |
| Preventive care package (vaccines, antiparasitics, spaying/neutering, ID/microchipping) | ❌ |
| Alternative medicine (osteopathy, acupuncture, etc.) | ❌ |
| Travel coverage (countries included, duration) | N.C. |
| Civil liability | ❌ |
| Euthanasia | ✅ for covered conditions |
| Death & cremation coverage | ❌ |
| Theft or loss of pet + search expenses | ❌ |
| Boarding fees (if owner is hospitalized) | ✅ sub-limits apply |
Important Information Regarding Claims and Payments
Claims for chronic or hereditary conditions are accepted only if no pre-existing symptoms; GapOnly® payment is available at partner vets; fast claims—98% processed within 5 days per PIA.
Remember to compare different pet insurance plans before enrolling with PIA to ensure you find the best value and coverage for your pet’s needs.
👉 Compare the best pet insurance for your furry friend for free!Start Your Free Comparison Now!PIA Exclusions
The exclusions under PIA’s policies include standard pet insurance limitations—such as all pre-existing conditions and those arising in waiting periods—but with particularly explicit and permanent exclusions for chronic diseases, patella luxation, hip/elbow dysplasia, IVDD, and ingestion of foreign objects under accident-only sections.
Dental coverage is limited solely to traumatic injury with all other dental issues, scaling, or disease excluded.
Preventative, alternative, and behavioural therapies are comprehensively excluded, as are cosmetic procedures (docking, declawing, debarking) or elective euthanasia for non-covered conditions.
PIA also specifically excludes advanced or experimental treatments (like stem cell therapies/prosthetics), consequential or indirect losses, and restricts benefits for some hereditary/congenital disorders unless the animal has no symptoms before policy commencement.
| Exclusions | Details |
|---|---|
| Medical and Pre-existing |
|
| Breed/Condition Specific |
|
| Dental and Oral |
|
| Preventive & Wellness |
|
| Alternative & Behavioural |
|
| Cosmetic & Elective |
|
| Advanced/Experimental |
|
| Losses & Limits |
|
| Geographic & Legal |
|
- Pre-existing conditions and related or bilateral conditions
- Chronic conditions present before cover
- Conditions with symptoms during waiting or before commencement
- Patella luxation
- Hip/elbow dysplasia
- IVDD (intervertebral disc disease)
- Ingestion of foreign objects (under accident-only)
- Cancer/cruciate ligament without correct cover/waiting
- All dental disease, scaling, cleaning, extraction, root canal unless traumatic fracture
- Oral tumours unless under illness cover
- Vaccinations, microchipping, spay/neuter, prescription food, supplements, flea/tick/worming
- Routine consultations unless specified in certificate
- Alternative therapies (acupuncture, homeopathy, physio, hydrotherapy, laser)
- Behavioural therapy, training, boarding (except specified emergency)
- Cosmetic repair
- Tail/ear docking, declawing, debarking
- Voluntary euthanasia unless for covered eligible condition
- Experimental, cell/stem/prosthetic treatments
- Organ or heart surgery
- Genetic/chromosome tests
- Artificial limbs
- 3D-printed procedures
- Consequential, indirect, or financial losses
- Claims exceeding annual or sub-limits
- Non-veterinary or unnecessary expenses
- N.C. (No data on treatment exclusions abroad)
- Treatments contravening law or involving neglect or deliberate harm
PIA Prices
PIA (Pet Insurance Australia) positions itself as an affordable but limited offering within the Australian pet insurance market. While benefit percentages of up to 90% for pets under 8 years are among the highest for basic policies, exclusions for consultations, chronic/pre-existing conditions, and preventative care help to control premiums and make PIA competitive on price instead of feature set. With no stated excess and relatively low per-condition caps, PIA policies appeal to pet owners prioritising value for core accident and illness coverage but not seeking comprehensive or high-end plans. PIA also leverages a strong digital claims process—including myPetPass® and GapOnly®—which supports efficient, cost-effective service delivery versus traditional players. In summary, PIA is best suited for budget-conscious customers who are comfortable with restrictions on routine and premium benefits.
Compare PIA’s main pet insurance plans with others to find the best value for your pet.
| Pet Basic Cover (estimate) | Pet Essentials Cover (estimate) | |
|---|---|---|
| Young cat (2–4 years) | $24/month | $28/month |
| Senior cat (7–8 years) | $34/month | $39/month |
| Small breed dog | $26/month | $33/month |
| Small breed dog (2–4 years) | $26/month | $33/month |
| Large breed dog (2–4 years) | $39/month | $47/month |
| Senior dog (7–8 years) | $49/month | $56/month |
PIA Promo Codes
| PIA 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 is the reimbursement amount for PIA?
With PIA’s highest-tier plan, you can be reimbursed for up to 90% of eligible veterinary costs if your companion animal is under 8 years old, with no excess to pay; above 8 years, the reimbursement drops to 65%.
Fractured Leg Repair Cost Breakdown
Fractured leg repair (young dog, under 8 years) Total vet costs: $2,200 (X-rays, surgery, hospital stay, medication) Deductible amount to subtract: $0 (no excess applies) Reimbursement with Pet Essentials: $2,200 × 90% = $1,980 👉 You receive a reimbursement of $1,980; your out-of-pocket cost is $220. ℹ️ Annual per-condition sub-limits may apply; if the annual limit per condition is $2,000, the highest reimbursement will be capped at $1,800, leaving you to pay the remainder.
Gastroenteritis Treatment Reimbursement (Cat under 8 years)
Total vet costs: $800 (consultation, fluids, lab tests, hospitalisation) Deductible amount to subtract: $0 (no excess applies) Reimbursement with Pet Essentials: $800 × 90% = $720 👉 You receive a reimbursement of $720; your out-of-pocket cost is $80. ℹ️ If your cat is over 8 years old, reimbursement would be $520 (65%) and your out-of-pocket $280.
Emergency Boarding Reimbursement (Dog)
Total vet costs: $300 (boarding while owner hospitalised)
Deductible amount to subtract: $0 (no excess applies)
Reimbursement with Pet Essentials: $300 × 90% = $270
👉 You receive a reimbursement of $270; your out-of-pocket cost is $30.
ℹ️ Emergency boarding has a specific annual sub-limit; costs above your plan’s boarding cap will not be reimbursed.
PIA Assistance
PIA stands out by offering GapOnly® advance claims at participating vets, meaning pet owners typically pay only the difference (“gap”) at the time of visit instead of awaiting reimbursement.
There is no mention of payment by instalments or interest-free options, which can be a drawback for those seeking extra payment flexibility.
Claim management is fully digital via an online portal (myPetPass®), but no dedicated mobile app is available to streamline user tasks or paperwork on the go.
Telehealth is available 24/7 with myPetPass®, providing access to online vet advice, which is valuable for non-emergency situations and outside regular vet hours.
PIA policies do not extend coverage beyond Australian borders, which is a limitation for those travelling with their pet abroad.
| Assistance PIA | Available? | Details |
|---|---|---|
| Advance payment | ✅ | GapOnly® lets you pay only the difference at partner vets. Reduces upfront outlays and speeds up claims. |
| Payment facilities | ❌ | No documented option for instalment or interest-free monthly payments found. |
| Mobile app | ❌ | N.C. (No dedicated mobile app; claims made via web portal myPetPass®). |
| Paperless claims process | ✅ | Claims fully managed online through myPetPass® portal. Upload documentation digitally. |
| Emergency vet service | ✅ | 24/7 telehealth (myPetPass®) offers online vet consultations. No emergency on-site vet dispatch. |
| Vet/clinic partner network | ✅ | GapOnly® available at participating practices across Australia. No published list; check with your clinic. |
| Coverage abroad | ❌ | Cover only valid for treatments within Australia. No overseas benefits or emergency services. |
Reduces upfront outlays and speeds up claims.
Upload documentation digitally.
No emergency on-site vet dispatch.
No published list; check with your clinic.
No overseas benefits or emergency services.
Customer Reviews of PIA
| Review platform | Rating and number of reviews |
|---|---|
| Trustpilot | 1.6 / 5 (199 reviews) |
We analyzed reviews from the site listed above. On the positive side, PIA customers often mention:
- A quick and easy claims process for straightforward cases.
- A helpful and considerate support team when handling distressing pet health events.
- A clear and simple claim submission process for some users, especially via the online portal.
On the negative side:
- A frequent dissatisfaction with customer service, including unclear communication, staff training issues, and repetitive requests for documentation.
- A significant number of reports about claims being denied due to pre-existing conditions or specific policy exclusions.
- A perception of slow claims processing or delays in receiving claim outcomes.
- Difficulties around policy cancellation and refunds, with some users encountering obstacles and delays.
- Noticeable increases in premiums, especially as pets age, are a major point of complaint.
How to Contact PIA
| PIA 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 | Claims can be lodged online through the myPetPass portal, by email ([email protected]), via post to Locked Bag 9021, Castle Hill, NSW 1765, or in person at participating vets using GapOnly®. You’ll need a completed claim form, vet invoices, and relevant medical records. Phone: 1800 043 552 (Mon–Fri 8am–8pm). Payment is made by bank transfer; most claims are processed within 5 working days if all documents are provided. |
| To obtain a certificate of insurance | Send your request via email ([email protected]), call 1800 043 552 (Mon–Fri 8am–8pm), or write to Locked Bag 9021, Castle Hill, NSW 1765. You may also be able to generate or download certificates through the myPetPass portal. |
| To contact assistance | Call 1800 043 552 (Mon–Fri 8am–8pm), email [email protected], or write to Locked Bag 9021, Castle Hill, NSW 1765. For 24/7 online vet advice, access myPetPass included with your policy. General queries and support available via all listed contact methods. |
| To cancel my policy | Contact PIA by phone at 1800 043 552, by email at [email protected], or by mail to Locked Bag 9021, Castle Hill, NSW 1765. Submit a written request with your policy number and preferred cancellation date. There is no set notice period, but a written request is required. Any refund of unused premium will follow the terms outlined in your Product Disclosure Statement. |
You’ll need a completed claim form, vet invoices, and relevant medical records.
Phone: 1800 043 552 (Mon–Fri 8am–8pm).
Payment is made by bank transfer; most claims are processed within 5 working days if all documents are provided.
You may also be able to generate or download certificates through the myPetPass portal.
For 24/7 online vet advice, access myPetPass included with your policy.
General queries and support available via all listed contact methods.
Submit a written request with your policy number and preferred cancellation date.
There is no set notice period, but a written request is required.
Any refund of unused premium will follow the terms outlined in your Product Disclosure Statement.
FAQ
Dois-je payer les frais vétérinaires à l'avance avec PIA ?
Oui, dans la plupart des cas, vous payez la totalité de la facture du vétérinaire à l'avance, puis vous soumettez une demande de remboursement à PIA pour les dépenses admissibles. Si votre vétérinaire fait partie du réseau GapOnly®, vous ne payez que l'écart (la partie non couverte par l'assurance) au moment de votre visite, tandis que PIA paie directement le vétérinaire partenaire pour le montant admissible.
Comment puis-je annuler ma police d'assurance pour animaux de compagnie auprès de PIA ?
Pour annuler votre police, contactez PIA par téléphone, courriel ou courrier et fournissez un avis écrit comprenant votre numéro de police et la date d'annulation souhaitée. Aucune période de préavis n'est requise, mais une demande formelle est obligatoire. Tout remboursement de prime inutilisée sera traité conformément à la Déclaration de renseignements sur le produit.
Quels types de conditions et de traitements PIA couvre-t-elle ?
PIA couvre un large éventail de blessures et de maladies accidentelles, y compris les affections héréditaires si les signes apparaissent après le début de votre couverture ou en dehors des périodes d'attente. Les réclamations courantes comprennent les chirurgies pour blessures, le traitement des maladies, l'hospitalisation et la pension d'urgence si vous êtes hospitalisé. Les soins dentaires et les consultations limités ne sont couverts que s'ils sont spécifiés dans votre police. Les soins de routine et préventifs tels que les vaccinations et le nettoyage des dents ne sont pas inclus.
Quelles sont les exclusions que je devrais connaître ?
Les conditions préexistantes et chroniques présentes avant le début de votre police ou pendant les périodes d'attente sont exclues de la couverture. Les soins de routine, les thérapies alternatives, les problèmes liés au comportement, certaines procédures spécialisées et la plupart des traitements dentaires ne sont pas couverts par les régimes PIA standard. Consultez la section des exclusions générales de votre PDS pour une liste détaillée de ce qui n'est pas couvert.
Comment puis-je faire une réclamation et combien de temps faudra-t-il pour être remboursé ?
Vous pouvez soumettre des réclamations en ligne via le portail myPetPass, par la poste ou par l'intermédiaire de votre vétérinaire si vous utilisez GapOnly®. Vous devrez fournir des factures et des dossiers médicaux pertinents. PIA traite la plupart des réclamations dans les cinq jours suivant la réception de tous les documents requis, et le paiement est effectué par virement bancaire à votre compte désigné.
PIA limite-t-elle le montant qu'elle verse par année ou par condition ?
Oui, PIA applique des limites annuelles pour chaque condition assurée et parfois une limite de prestation annuelle totale, variant selon le régime et comme spécifié dans votre certificat d'assurance. Pour les animaux de compagnie de moins de huit ans, jusqu'à 90 % des frais vétérinaires admissibles peuvent être remboursés ; ce pourcentage est réduit à 65 % après que votre animal atteint l'âge de huit ans. Si les limites annuelles ou par condition sont atteintes, vous êtes responsable de tous les frais supplémentaires.
Dois-je payer les frais vétérinaires à l'avance avec PIA ?
Oui, dans la plupart des cas, vous payez la totalité de la facture du vétérinaire à l'avance, puis vous soumettez une demande de remboursement à PIA pour les dépenses admissibles. Si votre vétérinaire fait partie du réseau GapOnly®, vous ne payez que l'écart (la partie non couverte par l'assurance) au moment de votre visite, tandis que PIA paie directement le vétérinaire partenaire pour le montant admissible.
Comment puis-je annuler ma police d'assurance pour animaux de compagnie auprès de PIA ?
Pour annuler votre police, contactez PIA par téléphone, courriel ou courrier et fournissez un avis écrit comprenant votre numéro de police et la date d'annulation souhaitée. Aucune période de préavis n'est requise, mais une demande formelle est obligatoire. Tout remboursement de prime inutilisée sera traité conformément à la Déclaration de renseignements sur le produit.
Quels types de conditions et de traitements PIA couvre-t-elle ?
PIA couvre un large éventail de blessures et de maladies accidentelles, y compris les affections héréditaires si les signes apparaissent après le début de votre couverture ou en dehors des périodes d'attente. Les réclamations courantes comprennent les chirurgies pour blessures, le traitement des maladies, l'hospitalisation et la pension d'urgence si vous êtes hospitalisé. Les soins dentaires et les consultations limités ne sont couverts que s'ils sont spécifiés dans votre police. Les soins de routine et préventifs tels que les vaccinations et le nettoyage des dents ne sont pas inclus.
Quelles sont les exclusions que je devrais connaître ?
Les conditions préexistantes et chroniques présentes avant le début de votre police ou pendant les périodes d'attente sont exclues de la couverture. Les soins de routine, les thérapies alternatives, les problèmes liés au comportement, certaines procédures spécialisées et la plupart des traitements dentaires ne sont pas couverts par les régimes PIA standard. Consultez la section des exclusions générales de votre PDS pour une liste détaillée de ce qui n'est pas couvert.
Comment puis-je faire une réclamation et combien de temps faudra-t-il pour être remboursé ?
Vous pouvez soumettre des réclamations en ligne via le portail myPetPass, par la poste ou par l'intermédiaire de votre vétérinaire si vous utilisez GapOnly®. Vous devrez fournir des factures et des dossiers médicaux pertinents. PIA traite la plupart des réclamations dans les cinq jours suivant la réception de tous les documents requis, et le paiement est effectué par virement bancaire à votre compte désigné.
PIA limite-t-elle le montant qu'elle verse par année ou par condition ?
Oui, PIA applique des limites annuelles pour chaque condition assurée et parfois une limite de prestation annuelle totale, variant selon le régime et comme spécifié dans votre certificat d'assurance. Pour les animaux de compagnie de moins de huit ans, jusqu'à 90 % des frais vétérinaires admissibles peuvent être remboursés ; ce pourcentage est réduit à 65 % après que votre animal atteint l'âge de huit ans. Si les limites annuelles ou par condition sont atteintes, vous êtes responsable de tous les frais supplémentaires.
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