AFCA Sides with Insurer in Pet Injury Dispute

The Australian Financial Complaints Authority (AFCA) has upheld PetSure's decision to cap their payout at $2,600 for a dog's medical costs, settling a dispute over pet insurance claims.

The dog's accidental injury involved a ruptured cranial cruciate ligament, requiring approximately $6,500 in veterinary care, including surgery.

Although the owners' claim was initially accepted, it was limited under the policy's annual sublimit for cruciate ligament conditions.

The owners contested that the claim should be categorised under a different accidental injury cover. However, PetSure maintained that their policy clearly states that the sublimit for ligament injuries includes those sustained accidentally. Despite arguments that the policy language did not explicitly mention cruciate ligament injuries, AFCA ruled that the policy's intention was unambiguous.

AFCA clarified in their ruling that a cruciate ligament condition encompasses injuries caused accidentally, such as during jumping. They emphasised that the policy is intended to cover such traumatic injuries under the designated cruciate ligament condition.

This ruling provides clarity for consumers regarding how pet insurance policies categorise ligament injuries and their associated sublimits. It reinforces the importance of understanding policy definitions and limits, especially concerning common but costly pet injuries. The decision highlights that insurers' policy wordings can significantly impact the financial outcomes of policyholders.

Moving forward, pet owners may need to pay closer attention to policy details, specific limitations, and definitions to avoid similar disputes. For insurers, this ruling could lead to clearer policy communications and documentation. Moreover, pet owners might seek more comprehensive coverage or additional clarification from insurers on what constitutes accidental injury versus pre-defined conditions to ensure adequate financial protection for potential injuries.

Published:Thursday, 31st Jul 2025
Source: Paige Estritori

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