Asked Questions
Frequently Asked

Mad Paws Pet Insurance FAQs

Do you have questions about Mad Paws Pet Insurance? Good news: we have answers!

After I take out a new policy, is there a cooling off period?

Yes, if after reading your policy, you are not satisfied with the cover, you may cancel your policy within 14 days. For more details, please read the Product Disclosure Statement.

Do you offer a discount if I insure all of my pets?

Yes, if you insure two or more pets under the same policy, we will apply a 5% discount off the total premium.

Can I use any vet?

Yes! As long as they are fully qualified and registered with all the relevant authorities.

Is dental covered?

Dental Illness is only covered under our Deluxe plan, where the annual limit will be shown on your Certificate of Insurance. Please read the Product Disclosure Statement to understand what is and what is not covered under Dental Illness.

What type of medical expenses are covered?

Under each of our plans, an overall policy annual limit applies, as well as specific annual sub-limits per type of medical expense, as listed below:

  • Prescribed medication
  • Radiology
  • Pathology
  • Operating theatre costs (surgery)
  • Hospitalisation
  • Non-elective euthanasia
  • Other costs (Vet visits and medically required non-elective procedures)

These annual limits are shown on your Certificate of Insurance.

Do any waiting periods apply?

Yes, the following waiting periods apply.

Type of Claim

(Only if covered by your plan)

Waiting Period

Accidental Injury, except as listed below*
0 days
21 days
*Poisoning, intervertebral disc disease, ingestion of foreign object and tick paralysis
21 days
Wellness Benefits
(if purchased)
21 days
Third party liability
21 days
*Cruciate Ligament(s)
90 days
Dental Illness
(Deluxe Plan only)
6 months

Please note that these waiting periods must pass before cover will begin.

These waiting periods will not apply if you are moving to Mad Paws Pet Insurance from another pet insurer with no interruption in cover, and where that policy was current for a period of at least 12 months. Note that we may require proof of your previous policy and details of any past claims, on submission of a new claim.

Do you cover pre-existing medical conditions (like diabetes)?

No, unfortunately not. The diagnosis or treatment of any pre-existing condition is not covered and applies to any condition diagnosed or discovered during any applicable waiting period.

Do you cover hereditary conditions?

Yes, we cover hereditary conditions under our Classic and Deluxe plans, up to the annual limits as stated in your Certificate of Insurance. As long as the condition was not present prior to commencing cover, or during any applicable waiting period, it is covered. Hereditary conditions are not covered under our Emergency plan.

Is getting ringworm from rolling in sand considered an accident?

No, ringworm is not an accident. An example of an accidental injury is a broken leg resulting from your animal trying to jump over a wall or being hit by a car.

Do you cover chronic medication?

We cover prescribed medication up to a set limit on our plans. This includes chronic medication. Remember though, that we don’t cover medication for pre-existing conditions.

What happens if I have adopted a pet and I don’t know their medical history?

We can only expect that you let us know anything that you would reasonably be expected to know. We would also suggest you get your new fur-baby a check-up ASAP so that you know if you can expect any health problems in the future.

My cat has allergies. Do you cover allergies?

This is one that you need to be careful with. We cover allergies, but only when they are a result of an external factor (from outside the body). An example of something that would be covered – Mr Whiskers got a rash from a plant that he brushed up against in the garden. An example of something that would not be covered – Mr Whiskers was born with asthma and has just had an asthma attack.

Will I be covered if my pet is bitten by another animal?

Yes, you will be covered! We view this as an accident and all our plans cover accidents.

Do you cover vaccinations?

Yes, we do, but only on our optional Wellness benefit that you can add to the Classic or Deluxe plan.

How do I make a claim?

  1. All claims must be reported to us no later than 30 days after the event giving rise to the claim.
  2. Please call our Specialist Pet Insurance team on 1300 285 219 to notify advise us of your claim or email
  3. Our team will email you a claim form, which needs to be completed by yourself and your vet needs to complete section 3.
  4. Email your completed claim form, your vet’s invoice and any supporting information to:
  5. You will be kept up to date on the progress of your claim via email.

How long do you take to approve my claim?

In most cases, we will provide a decision and process your claim within 2-5 working days of receiving all required documentation.

What excess applies to my claim?

The excess percentage that is shown on your Certificate of Insurance will be deducted from each claim you make.

How do I make changes to my policy?

Please call our Mad Paws Pet Insurance team on 1300 285 219.

How do I cancel my policy?

Please call our Mad Paws Pet Insurance team on 1300 285 219.

How do I change my credit or debit card, that my premium is deducted from?

Please call our Mad Paws Pet Insurance team on 1300 285 219.

What happens if I miss a payment?

You will receive an email, advising that we were unable to deduct your premium and that two more attempts will be made within 48 hours, to collect your premium. If you need to change your credit or debit card details, please call our Mad Paws Pet Insurance team on 1300 285 219.

How do I lodge a complaint?

In the first instance, please email your complaint to: or call 1300 285 219. For more details of our Dispute Resolution Process, please refer to the Product Disclosure Statement.

FAQs for existing Mad Paws customers

Learn how Mad Paws Pet Insurance relates to (and differs to) Mad Paws Pet Sitting

How is the Accident Cover offered by Mad Paws different from Mad Paws Pet Insurance?

  • Mad Paws Accident Cover exists to protect bookings made through the Mad Paws Platform. Click here to learn more.
  • Mad Paws Pet Insurance protects your pet at every stage of their lives. It gives them the safety they need and you the peace of mind you deserve. Click here to learn more

Can I obtain Mad Paws Pet Insurance as a Pet Sitter to cover the pets I look after?

No. Mad Paws Pet Insurance is for Pet Owners’ pets only.

What does Mad Paws Pet Insurance cover?

To learn more about Mad Paws Pet Insurance, click here.

What does Mad Paws Accident Cover offer?

To learn more about Mad Paws Accident Cover, click here

Is Mad Paws Pet Insurance free for Pet Sitters?

No. This is a paid coverage that any Pet Owner can secure for their furry friend/s.

Product Disclosure Statement

For more information, download the Product Disclosure Statement (PDS)

Product Disclosure Statement | Copyright © 2020 – 2024 Mad Paws

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