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PetSure offers emergency coverage extension amid severe NSW Mid North Coast floods
As unprecedented flooding continues to impact NSW’s Mid North Coast, PetSure is extending cover to help affected policyholders and their insured pets.
Tens of thousands of people have been left isolated after a rainfall deluge of more than 200 millimetres inundated parts of the Mid North Coast and the Hunter Valley.
The flood zone, which ranges from Cessnock to Kempsey, has been declared a natural disaster, with more than 130 SES emergency warnings currently in place. At Taree, the waters of the Manning River surpassed the previous record of six metres.
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| Dog and owner rescued by NSW SES Volunteers in Raymond Terrace on Tuesday |
Such extreme weather conditions pose serious risks to pets, including injuries, stress-related conditions and infections due to contaminated water.
This highlights the importance of ensuring pets receive timely medical attention and care.
Please read also 8 Tips for Protecting your Pet after the Floods.
I’m unable to reach a pet healthcare provider: what can I do?
PetSure customers isolated by rising waters can access 24/7 advice from experienced vets online via the LiveVet telehealth service as part of their policy for no additional cost.
With LiveVet, customers can connect to Australian-registered vets via their provider’s Pet Portal within minutes for a video call or online chat.
Australians without a pet insurance policy can still access vet telehealth via services such as VetChat for a small fee to get expert advice from Australian-registered vets 24/7 via video.
What does the coverage extension include?
In response to the impacts of the record flooding, PetSure will temporarily extend coverage for all existing pet insurance policies until 30 June 2025. PetSure will provide cover for pet health complications for the insured pet, regardless of policy type or coverage level, that arise as a result of the NSW floods.
For a limited time, PetSure will also extend cover, regardless of policy type, to reimburse the full incurred cost of emergency boarding at a licenced kennel or cattery to customers who have no access to accommodation or have been displaced or evacuated.
Cover for emergency boarding will be provided up to the policy annual benefit limit but without application of the emergency boarding sub-limit, excess or benefit percentage. Extended cover for emergency boarding for your insured pets will be available until 30 June 2025.
PetSure will waive waiting periods for pet health complications occurring because of the weather event.
Underlying pre-existing conditions that occurred or worsened directly as a result of the extreme weather event will be eligible for the ex-gratia initiative. However, claims for a pre-existing condition that do not directly relate to the extreme weather event will not be covered under the ex-gratia initiative.
PetSure will waive waiting periods for pet health complications occurring because of the weather event.
Underlying pre-existing conditions that occurred or worsened directly as a result of the extreme weather event will be eligible for the ex-gratia initiative. However, claims for a pre-existing condition that do not directly relate to the extreme weather event will not be covered under the ex-gratia initiative.
For example, if a pet had an ear infection as a pre-existing condition which was worsened by an extreme weather event, the policy holder could claim for this condition under this initiative regardless of their policy type. However, following the weather event, any claims for this condition would revert to being treated as a pre-existing condition in accordance with policy terms and conditions.
All other policy terms & conditions will continue to apply.
How do I know if I’m eligible?
To be eligible for an ex-gratia claim, customers must:
- Be an existing Australian policyholder of a PetSure issued and/or administered policy.
- Have the event or expense be in relation to the insured pet under the policy.
- Be located within or near a flood-affected zone, as assessed by the PetSure claims team.
- Provide documents, such as a fully paid invoice (for non-GapOnly® claims), indicating a pet health complication and/or emergency boarding expense in relation to the insured pet was incurred as a direct result of the extreme weather event.
If you’re unsure if your policy is administered and/or issued by PetSure, visit our partner page: Petsure.com.au/partners
How do I submit a claim for this initiative?
Simply submit your invoice/s and policy number to help@petsure.com.au.
How soon will my claim be approved?
If all required information is provided, eligible claims will be processed within 3-5 business days.
If you have further questions regarding this initiative, contact your pet insurance provider.
About PetSure:
PetSure (Australia) Pty Ltd (“PetSure”) is Australia’s leading pet insurer. For over 20 years, PetSure has been the market leader in both size and innovation. PetSure issues and administers the pet insurance policies of over 20 partner brands.
As the category leader, and in close collaboration with members of the veterinary industry, PetSure continually seeks to extend coverage, keep pace with modern veterinary practices, and provide pet insurance policies that are transparent and operate with the highest levels of integrity.
In March 2023, PetSure obtained its own APRA general insurance license, making it the first general insurer in Australia that’s fully dedicated to pet insurance. PetSure is committed to the long-term growth and sustainability of the pet insurance category.
MEDIA RELEASE, 22nd May 2025
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