Does Pet-n-Sur cover hereditary conditions?

Yes, Pet-n-Sur covers hereditary conditions if they aren't present in the pet's first 3 years of life. The Rhodium Plan offers comprehensive coverage for hereditary conditions.

How quickly are claims processed by Pet-n-Sur?

Pet-n-Sur reports that 99.3% of claim payments are made within 14 days, though customer experiences vary.

What is Pet-n-Sur's policy limit?

Pet-n-Sur offers various policy limits: Silver ($4,000), Gold ($6,000), Platinum ($9,000), and Rhodium ($6,000). Comprehensive medical coverage limits go up to $18,000.

Pet-n-Sur Insurance Review 2025

100% NZ Owned - Read Customer Reviews Before You Buy

Customer Service Concerns

Pet-n-Sur has received mixed customer reviews (2.8/5), with significant concerns about claims handling and customer service. Read our detailed analysis below.

Company Overview

Pet-n-Sur positions itself as New Zealand's most experienced 100% NZ owned and managed pet insurance provider. They underwrite their own policies with no third-party involvement and have paid over $37 million in claims in the last three years.

However, customer reviews present a more complex picture. While Pet-n-Sur promotes itself as experienced and customer-focused, recent feedback suggests significant challenges with customer service, claims processing, and business practices that potential customers should carefully consider.

Overall Rating

2.8/5

Based on 76 customer reviews

Warning: Below average customer satisfaction compared to other NZ pet insurers.

Coverage Plans

Rhodium Plan

Policy Limit: $6,000

Co-payment: $300

Condition Limits: None

Hereditary: Covered*

*If not present in first 3 years

Silver/Gold/Platinum

Policy Limits: $4K/$6K/$9K

Co-payments: 30%/25%/20%

Extras: Included

Vaccinations: Covered

Important Note

Customer reviews suggest some conditions may be retrospectively classified as "pre-existing" even when initially confirmed as covered. Please read policy documents carefully and get coverage confirmations in writing.

Customer Experience Reality

Positive Reports

• Some long-term customers report reliable service
• Claims paid "without hassle" when paperwork is correct
• 100% NZ owned and operated
• Higher age entry limits than competitors
• Covers horses and rabbits
• 10% multi-pet discount

Common Complaints

• Claims denied despite previous confirmation
• Conditions retrospectively classified as "pre-existing"
• Difficult to reach customer service
• Staff reportedly vague about policy details
• Issues with unauthorized renewals
• Controversial billing practices

Real Customer Quotes

"Getting blood from a stone easier than a claim payout!"

- Recent customer review

"Twice confirmed my dog's particular problem would be covered... but then they won't pay out when I claim"

- Verified customer review

Our Recommendation

Proceed with Extreme Caution. While Pet-n-Sur offers some attractive features on paper, the overwhelming pattern of customer complaints regarding claims handling, customer service, and business practices raises serious red flags.

We recommend considering Southern Cross Pet Insurance, AA Pet Insurance, or PD Insurance for more reliable service and better customer satisfaction records, even if it means slightly lower coverage limits.

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