Skip Navigation

Get Help

Have a question? Find the answers here or contact us using the contact details below

FAQs

  • What is myPetPass™?

    myPetPass™ is a rewards programme provided by PetSure (Australia) Pty Ltd ABN 95 075 949 923 (PetSure) to holders of active pet insurance policies of participating brands administered by PetSure. With an eligible pet insurance policy, you now have access to myPetPass™, bringing you offers and benefits to help keep your pet happy and healthy. myPetPass™ gives you access to:

    • Live vet – 24/7 access to an experienced vet online, at no additional cost, accessible directly from the Customer Portal
    • 30% off pet prescription medication at PetScripts
    • 20% off the Purina PRO PLAN® pet food and all stocked flea, tick and worm treatments at VetShopAustralia

    We will be updating offers and adding new perks all the time, so be sure to check back to see all the latest perks available to you just by having an eligible policy.

  • What is Live Vet Support?

    As a policyholder, you can speak with an experienced Australian registered vet via online chat or video call 24/7, at no cost through your Pet Portal.

    Whether it’s providing vet advice, setting up at-home treatment plans, or confirming if you need to visit a vet in person, you can get help when you need it.

  • How do I access Live Vet Support*?

    To start a consult at any time

    • Login to your Pet Portal (access available via our eligibility page.)
    • Click on ‘Live vet’ in the top navigation bar
    • Choose to chat via video or online chat
    • Start your consultation with an experienced Australian registered Vet within minutes!

  • How long will it take to connect to a vet via Live Vet Support?

    Once the required information is provided, you will be connected to a vet within minutes.

    We do our best to connect you to a vet as quickly as possible, typically within 2 minutes. However, during exceptionally busy periods or unforeseen changes in demand, every effort is made for connection to occur within 15 minutes.

  • How do I get a copy of vet advice from my online consultation via Live Vet Support?

    When your consultation with the vet has ended, you will be emailed a copy of your online consultation; including your vet advice, to the email address provided prior to starting the chat.

  • How do I redeem the PetScripts discount#?

    Head to petscripts.com.au, create an account and add your prescription medication to the cart, then checkout. At checkout, look for the Apply Discount Code link at the bottom of the Order Summary section, and enter your pet insurance policy number to apply your discount.

  • How do I redeem the VetShopAustralia discount+?

    Head to vetshopaustralia.com.au, add your products to the cart, then checkout. At checkout, look for the Apply Discount Code link at the bottom of the Order Summary section, and enter your pet insurance policy number to apply your discount.

  • How do I order PRO PLAN® pet food products to obtain the discount+?

    Head to vetshopaustralia.com.au, add your products to the cart, then checkout. At checkout, look for the Apply Discount Code link at the bottom of the Order Summary section, and enter your pet insurance policy number to apply your discount.

Contact us

If you have any questions about myPetPass™, please reach out to us via email at [email protected]. We will respond to you within 1-2 business days.

Alternatively you can contact us on 1300 816 907

*Live Vet Support is a service provided by PetSure that gives you 24/7 access to general veterinary telehealth advice for your insured pet(s) via online video or chat, via the Customer Portals owned and operated by PetSure. Access to Live Vet Support consultations subject to the Customer Portal terms of use.

#30% discount off the lowest online displayed price (excluding any items marked ‘on sale’ or ‘on clearance’) listed on www.petscripts.com.au off your pet prescription medication purchased from PetScripts Pty Ltd ABN 73 610 444 427 (PetScripts), which is a related company of PetSure. Delivery fees may apply. The 30% discount is exclusive to you and only available to be used for the pet insured on your PetSure-administered policy. This 30% discount cannot be used in conjunction with any other offer or discount and is subject to PetScripts’ general terms and conditions and their privacy policy available at www.petscripts.com.au. Offer available until 31 December 2025 unless modified, limited or withdrawn before.

+20% discount off the lowest online displayed price (excluding any items marked ‘on sale’ or ‘on clearance’) listed on www.vetshopaustralia.com.au for parasite preventative treatments and PRO PLAN® pet food (excludes Supplements and Veterinary Diets) purchased from VetShopAustralia Pty Ltd ABN 93 106 944 030 (VetShopAustralia). Delivery fees may apply. The 20% discount is exclusive to you and for your own dogs and cats, and only in retail quantities. It cannot be used for wholesale or other bulk orders. This 20% discount cannot be used in conjunction with any other offer (excluding gift with purchase offers, where the 20% discount is still available to use) and is subject to VetShopAustralia’s Legal & Terms of Service and their privacy policy available at www.vetshopaustralia.com.au. Offer available until 31 May 2025 unless modified, limited or withdrawn before.