Southern Cross Pet Insurance New Zealand : In-Depth Review 2025
Our expert's opinion on Southern Cross
Southern Cross is a long-standing name in New Zealand pet insurance, offering a clear tiered policy structure (BlueRibbon, GoldRibbon, SilverRibbon, BronzeRibbon) with annual benefit limits spanning from $2,500 to $15,000 and cruciate ligament sublimits, plus optional extras such as consult, day-to-day, and dental cover. Flexible annual excesses ($100–$500) and co-payment options (10%–30%) allow some personalisation, but recent market reviews show frequent premium hikes and coverage reductions—placing it at the higher end of the price spectrum with fewer included routine benefits compared to leaders like PD Insurance. Southern Cross is most suited for owners of young, healthy cats or dogs seeking comprehensive illness and injury cover with flexibility, but not prioritising low long-term premiums or high reimbursement rates. The insurer, as a division of Southern Cross Health Society, holds strong financial stability (NZ$1.52B revenue; NZ$560M premium volume, group-wide FY2023), yet its public Trustpilot score is low (1.8/5 over 14 reviews), with most claims reportedly processed within several weeks, but customer satisfaction and transparency trailing competitors.
- ✅Four cover levels up to $15,000 per year
- ✅Optional extras: dental, wellness, consultations
- ✅Flexible co-payment and excess options
- ✅Multi-pet and membership discounts
- ✅Covers a wide range of treatments
- ✅Strong financial backing (Southern Cross Health Society)
- ✅New Zealand-based coverage and claims
- ❌Low Trustpilot rating; poor customer satisfaction
- ❌Steep premium increases as pets age
- ❌Many exclusions (pre-existing, congenital, routine care)
- ❌Claims frequently denied as pre-existing conditions
- ❌Extras required for routine or dental cover
Score- ✅Four cover levels up to $15,000 per year
- ✅Optional extras: dental, wellness, consultations
- ✅Flexible co-payment and excess options
- ✅Multi-pet and membership discounts
- ✅Covers a wide range of treatments
- ✅Strong financial backing (Southern Cross Health Society)
- ✅New Zealand-based coverage and claims
Our expert's opinion on Southern Cross
- ✅Four cover levels up to $15,000 per year
- ✅Optional extras: dental, wellness, consultations
- ✅Flexible co-payment and excess options
- ✅Multi-pet and membership discounts
- ✅Covers a wide range of treatments
- ✅Strong financial backing (Southern Cross Health Society)
- ✅New Zealand-based coverage and claims
- ❌Low Trustpilot rating; poor customer satisfaction
- ❌Steep premium increases as pets age
- ❌Many exclusions (pre-existing, congenital, routine care)
- ❌Claims frequently denied as pre-existing conditions
- ❌Extras required for routine or dental cover
Score- ✅Four cover levels up to $15,000 per year
- ✅Optional extras: dental, wellness, consultations
- ✅Flexible co-payment and excess options
- ✅Multi-pet and membership discounts
- ✅Covers a wide range of treatments
- ✅Strong financial backing (Southern Cross Health Society)
- ✅New Zealand-based coverage and claims
Why trust HelloSafe?
At HelloSafe, our pet insurance expert reviews the terms and pricing of insurance policies on the market every year to provide you with a reliable and unbiased analysis. Thanks to this rigorous approach, thousands of New Zealanders trust us each month to guide them in their most important financial decisions.
The Southern Cross Guarantees
Southern Cross offers four levels of PetCare cover—BlueRibbon, GoldRibbon, SilverRibbon, and BronzeRibbon—with annual benefit limits from $2,500 to $15,000 and sublimits for cruciate ligament treatment, alongside a selectable annual excess ($100/$250/$500) and co-payment (10%/20%/30%).
Optional extras include consult care (80% of consult fees up to $1,000/year), day-to-day care (wellness benefits, $300/year total), and dental care (80% up to $300/year, 90-day stand-down); the main plans cover hospitalisation, surgery, diagnostics, medication, physiotherapy, and prescribed supplements, but exclude many routine and congenital conditions.
A strict definition of pre-existing, congenital, and behavioural/psychological exclusions applies, with most routine and preventive care only available via extras and all core reimbursements subject to per-period limits.
Key strengths include flexible co-payment and excess options, some wellness and dental add-ons, and a relatively high top benefit limit; however, notable weaknesses are routine denial of pre-existing/congenital claims, policy change complaints, premium hikes, and basic care cover exclusions compared to some NZ competitors.
No communicated limitation on the number of annual vet visits, but strong sublimits for specific conditions and extras apply; all treatment must occur in New Zealand with claims paid to policyholder.
Southern Cross AcciPet | Southern Cross BronzeRibbon | Southern Cross SilverRibbon | Southern Cross GoldRibbon | Southern Cross BlueRibbon | |
|---|---|---|---|---|---|
Animals covered | Cats and dogs | Cats and dogs | Cats and dogs | Cats and dogs | Cats and dogs |
Reimbursement rate (%) | N/A | Selectable: 70%, 80%, or 90% | Selectable: 70%, 80%, or 90% | 70%, 80% or 90% (selectable co-payment) | Selectable: 70%, 80%, or 90% |
Annual benefit limit | N/A | $2,500 | $5,000 | $10,000 | $15,000 |
Excess (annual or per claim) | N/A | Annual, selectable: $100, $250, or $500 | Annual, selectable: $100, $250, or $500 | Annual, selectable ($100, $250, or $500) | Annual; selectable $100, $250, or $500 |
Waiting period (illness) | Not covered as this is an accident-only plan | 21 days from policy start | 21 days | 21 days | 21 days |
Plan positioning | Accident only plan | Lowest-tier comprehensive plan | Mid-tier comprehensive plan | Second-highest tier comprehensive cover | Highest tier comprehensive plan |
Type of cover (accident, illness, both) | Accident only | Accident and illness | Accident and illness | Accident and illness | Accident and illness |
Age limits for enrolment | N/A | >8 weeks and <7 years at policy start | 8 weeks to under 7 years | 8 weeks to under 7 years | 8 weeks to under 7 years |
Pre-enrolment health questionnaire | N/A | N/A | N/A | N/A | N/A |
Waiting period (accident) | N/A | N/A | N/A | N/A | N/A |
Lifetime cover | N/A | Yes, if enrolled before age 7 | Yes, if enrolled before age 7 | Yes, if enrolled before age 7 | Yes, if enrolled before age 7 |
Vet consultations (regular + emergency) | N/A | Covered only with optional 'Consult care extra' | Covered only with optional 'Consult care' extra | Available as an optional extra | Covered with optional 'Consult care extra' |
Medications | N/A | Covered | Covered | Covered | Covered for qualifying conditions |
Hospitalisation | N/A | Covered | Covered | Covered | Covered for qualifying conditions |
Surgery (including anaesthesia) | N/A | Covered | Covered | Covered | Covered for qualifying conditions |
Diagnostic tests (X-ray, MRI, ultrasound, lab tests) | N/A | Covered | Covered | Covered | Covered for qualifying conditions |
Dental care | N/A | Accidental injury only; extra cover available | Accident only; illness via optional extra | Covered for accidental injury only | Accident only; illness cover is an optional extra |
Preventive care package | Not covered | Available as optional 'Day-to-day care extra' | Available as 'Day-to-day care' optional extra | Available as an optional extra | Available as 'Day-to-day care extra' add-on |
Alternative medicine | Not covered | Covered only with 'Day-to-day care extra' | Only with optional 'Day-to-day care' extra | Available as an optional extra | Covered with 'Day-to-day care extra' add-on |
Travel cover | Not covered | Not covered; NZ treatment only | Not covered | Not covered | Not covered; NZ only |
Euthanasia | N/A | N/A | N/A | Voluntary euthanasia is excluded | Excluded if voluntary or due to pandemic |
Death & cremation cover | Not covered | Covered only with 'Day-to-day care extra' | Cremation/burial via optional extra | Available as an optional extra | Cremation/burial covered with optional add-on |
Theft or loss of pet + search expenses | N/A | N/A | N/A | N/A | N/A |
Boarding fees (owner hospitalised) | Not covered | Not covered | N/A | N/A | Not covered |
Before you choose a plan, make sure to compare pet insurance providers so you can secure the lowest premium or the coverage that best matches your pet’s needs.
👉 Compare the best pet insurance online.I compareThe Southern Cross Exclusions
| Exclusions | Details |
|---|---|
| Medical exclusions | Pre-existing conditions (including bilateral exclusion for same organ/limb) Congenital conditions Illness/injury due to pig hunting or working dog activities Breeding, pregnancy, and related treatments Behavioural/psychological problems Cosmetic treatments Specialised treatments (organ transplants, joint replacement, implants, stem cell/cell therapies, genetic testing) Screening without clinical signs Dental care (except accidental injury, or unless dental care extra added) Parasite-related diseases Voluntary euthanasia and euthanasia due to pandemic disease Complications or sequelae from any exclusion Undiagnosed conditions treated as an exclusion |
| Routine/preventive exclusions | Regular/everyday care (vaccinations, routine check-ups, flea/tick/worm/microchipping, grooming, desexing, over-the-counter products, nail trims, council registration) Alternative therapies (acupuncture, homeopathy, massage, osteopathy, chiropractic) unless extra cover is taken Supplements/foods not on the approved schedule |
| Geographic exclusions | International vet services/treatment performed outside NZ (except some international lab work as billed through NZ vet) |
| Administrative/external exclusions | Medication after policy ends (only covered up to 40 days after end) Expenses for vet report copies, admin, postage, transport, boarding, cages/devices/equipment (except cones) Owner-provided treatment unless owner is a registered vet/nurse (then only non-consultation care) Expenses arising from failure to adequately care for/house pet, missed vaccinations, or cruelty/neglect Accidents/injuries from repeated fighting (with prior history) No cover for secondary conditions resulting from an excluded or pre-existing issue |
The prices of Southern Cross
Southern Cross sits in the mid-range of the New Zealand pet insurance market, offering flexible coverage with a balance of annual benefit options, excesses, and co-pay settings to influence affordability. The plans are neither the most limited nor the most comprehensive, as high-cost treatments and higher annual limits are available with select plans but several core and routine services require add-ons or remain excluded.
Premiums increase significantly with age, especially for senior pets, and customer reviews highlight substantial price rises on renewal compared to competitors. While digital claims and administration support streamlined service, Southern Cross is less fully digital than some “pure player” competitors, which limits cost advantages for consumers.
Overall, the value is appropriate for pet owners seeking medium-level cover and flexibility, but those focused on premium inclusions or the lowest costs may find better price points or satisfaction elsewhere.
| BronzeRibbon | SilverRibbon | GoldRibbon | BlueRibbon | |
|---|---|---|---|---|
| Young cat (2–4 years) | $17/month | $22/month | $28/month | $34/month |
| Senior cat (7–8 years) | $29/month | $36/month | $43/month | $51/month |
| Small breed dog (2–4 years) | $29/month | $35/month | $43/month | $53/month |
| Large breed dog (2–4 years) | $37/month | $44/month | $53/month | $62/month |
| Senior dog (7–8 years) | $51/month | $62/month | $75/month | $89/month |
Compare Southern Cross plans with other providers to ensure you find the best cover and price for your pet’s age, breed, and needs.
👉 Compare the best pet insurance online.I compareSouthern Cross Promo Codes
| Southern Cross Promo Codes | Details |
|---|---|
| HelloSafe Promo Code |
|
- 5% on your quote
Note: Promo codes are subject to change. For the latest offers, check our comparison of the best pet insurance providers.
How much will I be reimbursed with Southern Cross?
With Southern Cross BlueRibbon, you can customise your annual excess and reimbursement rate, making out-of-pocket costs clear and predictable for quality pet care.
✅ Example 1: Dog - Cruciate ligament surgical repair
Total vet costs: $3,500 (consultation, surgery, post-op care)
Deductible amount to subtract: $100 (annual excess, chosen at policy start)
Amount = $3,500 – $100 = $3,400
Owner pays a 10% co-payment: $3,400 × 10% = $340
Reimbursed amount: $3,400 – $340 = $3,060
👉 You receive a reimbursement of $3,060.
ℹ️ The $100 annual excess is only applied once per year. Subsequent approved claims skip the excess until renewal.
✅ Example 2: Cat - Hospitalisation for severe gastroenteritis
Total vet costs: $950 (diagnostics, overnight fluids, medications)
Deductible already paid earlier in the year
Owner pays a 10% co-payment: $950 × 10% = $95
Reimbursed amount: $950 – $95 = $855
👉 You receive a reimbursement of $855.
ℹ️ BlueRibbon’s $15,000 annual cap offers ample protection for major events within a single policy year.
✅ Example 3: Dog - De-sexing (with day-to-day care extra)
Total vet costs: $300 (consult, procedure, follow-up)
Deductible does not apply to day-to-day care extra
Reimbursed amount: $75 (maximum per event under day-to-day care extra)
Owner pays the remaining $225
👉 You receive a reimbursement of $75.
ℹ️ Day-to-day care extra offers up to $300 total per year for preventive and routine treatments.
Southern Cross Assistance
Southern Cross offers assistance channels through an online form, dedicated phone support during business hours, and postal options, covering most standard communication needs for NZ pet owners.
Unlike some competitors, it does not provide advance payment at the vet clinic, so owners must pay up front before claiming reimbursement.
No mobile app is available to simplify claims or policy management, which may disappoint users seeking a streamlined digital experience.
A paperless, online claims process is standard, but real-time emergency support or tele-vet services are noticeably absent.
There is also no documented partner vet network, and international coverage is effectively excluded except for tightly-defined lab reporting from overseas, limiting flexibility for travel or relocations.
| Assistance Southern Cross | Available? | Details |
|---|---|---|
| Advance payment | ❌ | No advance payment at vet clinics. Owners must pay first and then seek reimbursement. |
| Payment facilities | ❌ | N.C. |
| Mobile app | ❌ | No mobile app for policy, claims, or pet management. |
| Paperless claims process | ✅ | Claims can be submitted online via the Southern Cross website. No physical documents required for online claims. |
| Emergency vet service | ❌ | No 24/7 vet helpline or teleconsultation available through Southern Cross. |
| Vet/clinic partner network | ❌ | No mention of a preferred vet or clinic network. Pet owners can use any registered NZ vet. |
| Coverage abroad | ❌ | Only NZ-based treatment covered, except for some overseas lab reporting via NZ vets. No routine international cover. |
Customer Reviews on Southern Cross
| Review platform | Rating and number of reviews |
|---|---|
| Trustpilot | 1.8/5 (14 reviews) |
We analyzed reviews from the sites listed above.
On the positive side, customers who subscribed to Southern Cross for their pets often mention:
- A policy that offers customisable excess and co-payment options, giving flexibility to tailor costs.
- A straightforward online claim submission system present on the main website.
- A range of cover tiers that allows choice according to budget and benefit limit desires.
On the negative side:
- A notable increase in premiums at every renewal, especially as the pet gets older, is a recurring complaint.
- A high frequency of claim denials, commonly citing pre-existing conditions even when owners disagree.
- A removal or reduction of benefits previously included as standard, such as consultation coverage and alternative therapies, now only available as extras.
- A customer service experience frequently described as slow, sometimes unhelpful, and difficult to reach.
- A lower rating compared to direct competitors, with dissatisfaction around communication and the perceived transparency of the insurer's processes.
Contact Southern Cross
| Southern Cross Customer Service | Details |
|---|---|
| To get a quote or subscribe online | You can use the HelloSafe pet insurance comparison tool, choose the plan that suits you, and click to get a quote. |
| To request and track a reimbursement | Submit your claim online at southerncrosspet.co.nz/make-a-claim or download and post the paper form. Required: completed claim form, itemised vet invoice, payment evidence, and any supporting medical info. Claims are paid to your nominated bank account. Average processing time: usually within 10 business days. For questions, call 0800 800 836 (Mon–Fri 9:30am–5pm), or write to Southern Cross Pet Insurance, Private Bag 3240, Waikato Mail Centre, 3240. |
| To obtain a certificate of insurance | Call 0800 800 836 (Mon–Fri 9:30am–5pm) or submit the request online via the contact form. Certificates can be sent by email or post. |
| To contact assistance | Use the online contact form at the Southern Cross website, call 0800 800 836 (Mon–Fri 9:30am–5pm), or write to Southern Cross Pet Insurance, Private Bag 3240, Waikato Mail Centre, 3240. |
| To cancel my policy | Call 0800 800 836 (Mon–Fri 9:30am–5pm) or send a written request via the online contact form or by post. Required: your policy/account details and written cancellation request. Recommended to give notice before the next renewal. Any refund of premiums is calculated according to the policy terms. |
Required: completed claim form, itemised vet invoice, payment evidence, and any supporting medical info.
Claims are paid to your nominated bank account. Average processing time: usually within 10 business days.
For questions, call 0800 800 836 (Mon–Fri 9:30am–5pm), or write to Southern Cross Pet Insurance, Private Bag 3240, Waikato Mail Centre, 3240.
Certificates can be sent by email or post.
Required: your policy/account details and written cancellation request. Recommended to give notice before the next renewal. Any refund of premiums is calculated according to the policy terms.
FAQ
Do I have to pay upfront for veterinary fees with Southern Cross?
Yes, with Southern Cross pet insurance you must pay the vet directly at the time of treatment. Southern Cross does not offer an advance payment or third-party payment system. You then submit your claim for reimbursement online or by post. The insurer will transfer the reimbursed amount to your nominated bank account once the claim is processed.
How do I cancel my pet insurance policy with Southern Cross?
You can cancel your Southern Cross pet insurance by calling their customer service team or submitting a written request online or by post. It's recommended to provide your policy details and a cancellation request before your next renewal date. Written confirmation is generally required. Any refund will depend on the remaining cover period, as per the policy terms.
Does Southern Cross pet insurance cover pre-existing conditions?
No, pre-existing conditions are not covered under Southern Cross pet insurance. This includes any health issue or symptom your pet had before your policy started or during any stand-down period. However, in rare cases, if a prior condition is fully resolved and certified by a vet, you may request a written reassessment.
Are routine check-ups and preventive treatments covered?
Routine care such as vaccinations, flea/tick/worm treatments, desexing, and microchipping are only covered if you add the optional day-to-day care extra. With this extra, Southern Cross reimburses up to $75 per listed treatment and up to $300 per year in total. Without this extra, routine and preventive treatments are excluded.
How do I claim and what documents are required?
You can lodge a claim online through the Southern Cross website, or download and post a claims form with your supporting documents. Required documents include a completed claim form, an itemised vet invoice, and supporting notes or test results if requested. Reimbursement is usually paid directly to your bank account, typically within 10 business days after approval.
Do I have to pay upfront for veterinary fees with Southern Cross?
Yes, with Southern Cross pet insurance you must pay the vet directly at the time of treatment. Southern Cross does not offer an advance payment or third-party payment system. You then submit your claim for reimbursement online or by post. The insurer will transfer the reimbursed amount to your nominated bank account once the claim is processed.
How do I cancel my pet insurance policy with Southern Cross?
You can cancel your Southern Cross pet insurance by calling their customer service team or submitting a written request online or by post. It's recommended to provide your policy details and a cancellation request before your next renewal date. Written confirmation is generally required. Any refund will depend on the remaining cover period, as per the policy terms.
Does Southern Cross pet insurance cover pre-existing conditions?
No, pre-existing conditions are not covered under Southern Cross pet insurance. This includes any health issue or symptom your pet had before your policy started or during any stand-down period. However, in rare cases, if a prior condition is fully resolved and certified by a vet, you may request a written reassessment.
Are routine check-ups and preventive treatments covered?
Routine care such as vaccinations, flea/tick/worm treatments, desexing, and microchipping are only covered if you add the optional day-to-day care extra. With this extra, Southern Cross reimburses up to $75 per listed treatment and up to $300 per year in total. Without this extra, routine and preventive treatments are excluded.
How do I claim and what documents are required?
You can lodge a claim online through the Southern Cross website, or download and post a claims form with your supporting documents. Required documents include a completed claim form, an itemised vet invoice, and supporting notes or test results if requested. Reimbursement is usually paid directly to your bank account, typically within 10 business days after approval.
