Pet Insurance, distributed by CBA - VetChat Terms and Conditions (Terms) as at 5 December 2023

  1. The offer provides you with complimentary access to a VetChat consult membership during the current policy period of your Pet Insurance policy, which is distributed by the Commonwealth Bank of Australia (ABN 48 123 123 124) (CBA) (referred to as 'CBA Pet Insurance'), for the insured pet (Offer) from VetChat Services Pty Ltd (ABN 96 616 786 997) (VetChat).
  2. The Offer is valued by VetChat at $199 (inc GST) AUD calculated annually.
  3. The Offer is not an insurance product and is a separate service to the CBA Insurance product, and is separately provided by VetChat. VetChat is an online veterinarian consultation service and is a related company of PetSure (Australia) Pty Ltd (ABN 95 075 949 923) (PetSure).
  4. Unless otherwise specified, to access the Offer, you must register an account with VetChat during your current CBA Pet Insurance policy period. The Offer or a variation of the Offer may, at the discretion of CBA or PetSure, be made available to you again in any subsequent policy periods. You will be advised if and when this occurs, including any changes to these Terms.

Offer Eligibility

  1. The Offer is available to customers that acquire a new CBA Pet Insurance policy on or after 11:59pm AEDT 4 December 2023.
  2. Eligibility for this Offer requires that you have a valid email address.
  3. You must provide your CBA Pet Insurance policy number for the insured pet at the time of registration of your account with VetChat to qualify for the Offer.
  4. Your CBA Pet Insurance policy must be in force with all due and payable premiums paid in order to be eligible for the Offer, and to continue being eligible for the Offer.

Details of the Offer

  1. You will receive an email from PetSure after 21 calendar days from the commencement date of your policy that outlines how you can register a VetChat account to access the Offer. You must use the link provided or refer to cbainsurance.vetchat.com.au and follow the prompts to register.
  2. Your eligibility for and access to the Offer will automatically cease on the cancellation of your CBA Pet Insurance policy or the expiration of your current policy period. Once your access to the Offer ceases, you will no longer have access to the Offer. Normal VetChat consultation or membership fees may apply should you continue to use VetChat services.
  3. If you wish to cancel your account with VetChat at any time, you must forward your cancellation request to cbainsurance@vetchat.com.au for VetChat to action the cancellation. You will no longer be able to access the Offer once cancelled. You are not eligible to redeem any portion of the Offer for cash or credit. Normal VetChat consultation or membership fees may apply should you continue to use VetChat services.
  4. If your account with VetChat is no longer active, but you have an active CBA Pet Insurance policy and wish to reactivate your VetChat account to access the Offer, then you must email cbainsurance@vetchat.com.au during your policy period to request reactivation of your VetChat account. Offer Eligibility applies.

Additional Terms and Conditions

  1. CBA and PetSure reserves the right to vary the terms and conditions of this Offer, and limit or refuse complimentary access to VetChat or the Offer at any time without notice.
  2. VetChat services, and your acceptance of this Offer, are also subject to the VetChat Terms and Conditions and Privacy Policy.
  3. In your use of the VetChat services or the Offer, VetChat is not able to provide any financial services nor any financial product advice on your CBA Pet Insurance policy or provide any claims handling or settling services in relation to your policy. Please contact PetSure should you have any questions about your policy.
  4. CBA and PetSure disclaims any liability for any damage or loss arising from any vet advice provided by VetChat's personnel in the course of providing the Offer or during any other interaction you have with VetChat.
  5. VetChat is not able to prescribe medication.
  6. Consequential charges, such as eligible vet expenses or eligible routine care items, that you incur as a result of veterinary advice provided by VetChat may be claimable under your CBA Pet Insurance policy, subject to standard policy terms and conditions in your Combined Financial Services Guide and Product Disclosure Statement. Any consultation or recommendation in the course of using or accessing the Offer does not guarantee an approved claim under your CBA Pet Insurance policy. All claims will be subject to the standard claims assessment process and your policy terms and conditions.
  7. CBA and/or PetSure reserves the right to withdraw or extend this Offer at any time, without notice.
  8. If you have more than one insured pet that is eligible for the Offer, you must provide the policy number for each insured pet on your policy.
  9. If you already have a paid subscription or membership direct with VetChat, you will not be able to link the VetChat consult membership under this Offer with that account. Any paid subscription or membership direct with VetChat does not form part of this Offer and is not subject to these Terms. Visit www.vetchat.com.au for information about the terms and conditions that apply to a subscription or membership direct with VetChat.

Fair Use

  1. CBA and PetSure reserve the right to restrict or cancel your access to VetChat and the Offer at any time due to unreasonable or excessive usage of the service or inappropriate, unfair, fraudulent or offensive use of the Offer or VetChat services generally, or usage of the Offer or VetChat services contrary to these Terms.
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