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Pet Insurance
28 Jun 2023

What is an online vet?

Online vets are a convenient and quick way to get credible Vet advice without leaving your home.

An online vet service like VetAssist is a service that connects you to licensed Australian Vets via video or chat online, so you can get access to credible Vet advice 24/7. 

Many pet queries could be resolved by connecting via video or chat consultation with an experienced Veterinarian, especially when you may not be able to travel to a physical vet clinic, don’t have enough time in your busy schedule, or your usual vet clinic might be outside of the working hours.

And the best part - it's free with your Everyday Pet Insurance policy.

How does VetAssist work?

vetassist chat

By accessing VetAssist via My Insurance Portal, you can speak to an experienced Australian qualified Vet via video or chat within minutes. Through chat or video, you’ll be able to describe your pet’s issue and share photos. This can be very convenient, especially when issues happen when your usual vet is closed. 

The online Vets might be able to support you in queries and give you advice on what needs to be done, such as being able to manage it at home, bringing your pet to your usual Vet, or seeking urgent care. 

After the consultation, you'll receive a transcript of your conversation or notes left by the Vet. The same Vet will then follow up via email in 24 hours to check-in and see how you and your pet are doing.

For serious emergencies, please call your local or emergency Vet straight away.

What can I use online veterinary consultation for?

The VetAssist Vets can help with a new or ongoing condition or advise about behaviour or feeding.

Some of these include:

  • Skin conditions including allergies and itchy skin
  • Vomiting or diarrhoea
  • Coughing or sneezing
  • Sore paws or broken nails
  • Minor cuts or infections
  • Gums and teeth
  • Smells
  • Diets or weight issues
  • Behavioural problems

Note that Vets are not able to prescribe medication or provide you with any information about your insurance policy. Any consultations with VetAssist do not guarantee an approved claim.

Frequently asked questions

Do I need to pay an excess for the VetAssist consultation?

VetAssist is a free service provided to you for being an eligible Everyday Pet Insurance customer. This means that you don't have to worry about claiming for it.

How often can I use VetAssist?

You have 24/7 access to VetAssist during your subscription. Everyday Pet Insurance reserves the right to cancel your VetAssist subscription due to unreasonable or excessive usage of the service.

What can the VetAssist Vets help me with?

The VetAssist vets are there to help you with any questions you have about new or current conditions, tips on feeding your pet, any behavioural symptoms and general Vet advice.

Common topics include skin conditions, minor cuts and infections, dental and teeth hygiene, bad smells, behavioural issues, feeding guides, training tips and many more.

Who are the Vets from VetAssist?

VetAssist vets are all licensed Australian Vets who have been in the industry for over 5 years. All Vets are also pet owners, so they understand the importance and stress for caring for your pet when they are ill.

How long is my VetAssist access valid for?

Your VetAssist access will be valid until the cancellation or expiration of your Everyday Pet Insurance Policy. Everyday Insurance reserves the right to vary or cancel a free VetAssist membership at any time without notice.

Can I use VetAssist instead of going to the Vet?

In an emergency, please go directly to your Vet. In non-emergencies, pets are triaged online within minutes so that you know the best action to take for your pet - whether that be monitor and manage at home or need to be seeing your Vet for further treatment.

The VetAssist Vet consultations are designed for early diagnosis and to help you decide on the best next steps.

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Offer available to new Everyday Pet Insurance policyholders, and is limited to 1 membership per eligible policy. The free membership offer (valued at $199p.a) is from the date of your policy commencement, provided your Everyday Pet Insurance policy remains active. You are not eligible to redeem the free membership subscription for cash or credit. VetAssist is a separate subscription based service to the Everyday Pet Insurance product, and is provided independently by Woolworth’s third party service provider, VetChat Services Pty Ltd (VetChat). Click here for full VetAssist Service terms and conditions. Woolworths reserves the right to withdraw or extend this offer at anytime, without notice.

Everyday Pet Insurance policies entered into for the first time prior to 17 July 2023 and subsequent renewals of those policies are issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436 (Hollard), arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted and distributed by Hollard’s Authorised Representative (AR) Woolworths Group Limited ABN 88 000 014 675, AR 245476 (Woolworths). Everyday Pet Insurance policies entered into for the first time on or after 17 July 2023 and subsequent renewals of those policies are issued by PetSure and promoted and distributed by PetSure’s AR, Woolworths. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing, or choosing to continue with the product. PDS and Target Market Determination available at