Legal stuff. Sorted.
Privacy Collection Notice
Privacy Collection Notice
This notice is required to be read before the purchase of a new policy.
This Privacy Collection Notice explains how your personal information is collected, used and disclosed in relation to your Ruff'n'Tumble policy and/or your application or enquiry about Ruff'n'Tumble (via a digital or on-line quote-line, or over the phone), by the following entities as relevantly specified in this Notice:
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PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (“PetSure”)
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Luna Pet Health Pty Ltd ABN 15 693 087 722, AR 1319575 (“Luna”)
- Ruff'n'Tumble pet insurance, a trading brand of Luna
In this Privacy Notice, ‘we’, ‘us’, ‘our’ means:
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PetSure and Luna, including all trading brands of Luna
Each recipient is subject to the Australian Privacy Principles under the Privacy Act 1988 (Cth) and issue this Collection Notice jointly.
Why we collect your personal information?
We collect, store, use, disclose and otherwise handle personal information in ways people would reasonably expect and where it is reasonably necessary in order for us to provide and offer you the various products and services we administer, including:
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responding to your enquiries and providing you with assistance you request of us;
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issuing, maintaining and administering our products and services (for example, processing requests for quotes, applications for insurance, underwriting and pricing policies, issuing you with a policy, managing claims, processing payments, providing to you and administering our customer loyalty or rewards programmes, and providing you with access to our GapOnly® claims system);
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providing you with veterinary or pet related services;
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processing your survey or questionnaire responses, market research and the collection of general statistical information using common internet technologies such as cookies;
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where we have your consent, providing you with marketing communications about products and services (of ours or a third party);
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improving our services and products (e.g. quality assurance and training purposes);
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performing administrative operations (including accounting and risk management); and
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to assist us in developing and identifying products and services that may interest you and (unless you ask us not to) telling you about products and services we offer.
You are always in control of the direct marketing communications which you receive from us, and you can opt-out at any time. You can opt-out by contacting the Privacy Officer on (02) 9842 4800, opt out on marketing communications or by sending an email to lunapethealth@petsure.com.au.
What happens if you don’t give us your personal information?
If you do not consent to us collecting and using or disclosing all or some of the personal information we request, we may not be able to provide you with our products or services, such as:
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processing your application for insurance, your claim or any payment due to you; or
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providing you with veterinary or pet related services.
It may also prevent us from maintaining or administering your policy or the provision of information regarding our products or services or those of any third party.
How we collect your personal information?
Where possible, we will collect personal information from you directly through various ways (including telephone, our websites, customer portal, hard copy forms, email or in writing). In some instances, we may also collect your information from a third party where required or permitted by law.
Third parties may include:
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our authorised representatives, distributors or referrers, agents or related entities, insurers, veterinary service providers, insurer’s appointed service providers including claims assessors;
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another party involved in a claim;
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your family members, or anyone you have authorised to deal with us on your behalf;
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our legal or other advisers;
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external dispute resolution bodies or regulators;
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data partners as authorised by the Privacy Commissioner, analytic consultants and other similar organisations; and
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any other organisation or person where you have authorised them to provide your personal information to us or consented to us obtaining personal information from them.
If you provide personal information to us about another person, you must ensure that you have received permission from that individual for us to collect, use, and share, their personal information in accordance with this Privacy Collection Notice. If you have not done, or will not do so, you must tell us before you provide the relevant personal information to us.
Who we disclose your personal information to?
To the extent permitted by law and where reasonably necessary in relation to the products and services we provide or administer, we may disclose your personal information to other parties. This may include:
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any person authorised by you;
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our related entities;
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our lawyers and other professional advisers;
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third parties who provide services to us or on our behalf, including our authorised representatives, distributors or referrers, mailing houses and marketing companies, insurance reference bureaus, reinsurers, credit providers, external IT service providers, other insurance providers and advisers, and pet or veterinary related service providers.
In the case of claims (or likely claims), it may be disclosed to persons involved in the claim, veterinary service providers, external claims data collectors and verifiers.
Your personal information may also be disclosed to the Australian Financial Complaints Authority (AFCA) or other dispute resolution providers, government bodies, regulators, law enforcement agencies and any other parties where required by law.
We may also collect personal information from these people and organisations listed above.
Where we handle your personal information?
We predominantly store your personal information in Australia. However, your personal information may also be disclosed to some of our service providers who are located overseas, including (but not limited to) the Philippines, South Africa, New Zealand, United States of America and the United Kingdom. Details of who they are may change from time to time. You can find further information in our privacy policies listed below or contact us for details.
Access, corrections and complaints
You can read more about how each recipient collects, uses and discloses your personal information or obtain information about how to lodge a complaint about a breach of the Australian Privacy Principles by considering the Privacy Policy of each recipient.
If you would like to access, or revise, your personal information we hold about you, or if you have any concerns or queries about the manner in which your personal information has been handled, please contact us as applicable.
Luna Pet Health, including trading brands Ruff'n'Tumble
Phone: (02) 9842 4800
Email: lunapethealth@petsure.com.au
Privacy Policy: lunapethealth.com.au/privacy-policy or ruffntumble.com.au/legal-documents
PetSure
Phone: (02) 9842 4800
Email: privacy@petsure.com.au
Privacy Policy: petsure.com.au/privacy-policy/
If you wish to make a formal complaint, please provide your complaint in writing to our Privacy Officer and provide all information relevant to your complaint.
You can obtain information on privacy issues in Australia by visiting the Australian Federal Privacy Commissioner’s website located at oaic.gov.au, by email at enquiries@oaic.gov.au or by telephoning 1300 363 992.
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Get your dog covered
in under 3 minutes
What am I signing up for? For $40 per month you'll be covered for the following:
- Accidental injuries – common examples include tick bites, snake bites, motor vehicle accidents, broken bones, dog park injuries and more. See PDS for full details
- You pay a $500 excess for each accidental injury; we reimburse 100% of the eligible vet expenses thereafter
- No annual limits, sub-limits or pay out limits
- GapOnly® claiming
- 2-day waiting period (6 months for cruciate ligament injuries)
What's not included:
- Illnesses
- Pre-existing conditions
- Routine health checks and vaccinations
- Other general exclusions
An accidental injury refers to physical harm or an injury to your pet that results from:
- an unexpected and unintended external event that occurs suddenly at a specific time and place; and
- is independent of any illness or any pre-existing condition.
An accidental injury excludes any physical harm resulting from any illness.
Common examples of accidental injuries include motor vehicle incidents, injuries caused by another animal including rough play, falls, snake bites, cuts, toxicity, or swallowing an object that requires removal.
Means a condition that first existed or occurred:
- prior to the commencement date of the first policy period; or
- within any applicable waiting period,
for which you were aware, or a reasonable person in your circumstances could be expected to have been aware, of signs or symptoms of the condition, irrespective of whether the underlying cause of those signs or symptoms has been diagnosed.
A pre-existing condition also includes a related condition of a pre-existing condition.
Some general exclusions include: behavioural conditions, dental, medicated baths and shampoos, accessories, desexing, elective treatments, training, preventative case e.g. vaccines. See PDS for a full list of exclusions.
Enter payment details to start your cover
Offer commences on 16 May 2026 at 12:00am AEST and ends on 30 June 2027 at 11:59pm AEST (Offer Period). The Offer provides eligible customers with one (1) month of insurance policy cover when a new Ruff ‘n’ Tumble Mishap Insurance policy is purchased during the Offer Period (Offer).
The Offer applies to the first month of cover only, from the selected policy commencement date. No premium will be charged for the first month of cover. From the second month onwards, premiums will be charged at the applicable monthly rate unless the policy is cancelled in accordance with the policy terms and conditions.
The DOGLOVERS26 promo code must be entered during the application for this Offer to apply.
The Offer applies to new Ruff ‘n’ Tumble Mishap Insurance policies only, is limited to one Offer per policy, and cannot be used in conjunction with any other offer unless stated otherwise.
The Offer will cease if the policy is cancelled during the first month of cover. Ruff ‘n’ Tumble reserves the right to withdraw, vary, or extend the Offer at any time. Eligibility criteria, exclusions, waiting periods, excesses, and benefit limits apply—refer to the PDS at ruffntumble.com.au. Policies are issued by PetSure (Australia) Pty Ltd.
Offer commences on 1 July 2026 at 12:00am AEST and ends on 30 June 2027 at 11:59pm AEST (Offer Period). The Offer provides eligible customers with one (1) month of insurance policy cover when a new Ruff ‘n’ Tumble Mishap Insurance policy is purchased during the Offer Period (Offer).
The Offer applies to the first month of cover only, from the selected policy commencement date. No premium will be charged for the first month of cover. From the second month onwards, premiums will be charged at the applicable monthly rate unless the policy is cancelled in accordance with the policy terms and conditions.
The DOGLOVERS promo code must be entered during the application for this Offer to apply.
The Offer applies to new Ruff ‘n’ Tumble Mishap Insurance policies only, is limited to one Offer per policy, and cannot be used in conjunction with any other offer unless stated otherwise.
The Offer will cease if the policy is cancelled during the first month of cover. Ruff ‘n’ Tumble reserves the right to withdraw, vary, or extend the Offer at any time. Eligibility criteria, exclusions, waiting periods, excesses, and benefit limits apply—refer to the PDS at ruffntumble.com.au. Policies are issued by PetSure (Australia) Pty Ltd.
Offer commences on 25 August 2026 at 12:00am AET and ends on 31 October 2026 at 11:59pm AET (Offer Period).
Offer provides new customers with two consecutive policy periods (equivalent to two months of cover) free of charge when they purchase a new Ruff ‘n’ Tumble Mishap Insurance policy online during the Offer Period (Offer).
Offer only applies to the first two policy periods from the initial policy commencement date.
Eligible customers will not be charged a premium for the first two policy periods. The Offer will be applied to the premium at the time of purchase and to the premium on the first policy renewal. Premium payments will commence from the third policy period (month 3), provided the policy continues to be renewed and is not cancelled in accordance with the policy terms and conditions.
Promo code RNT2MF must be entered online by the customer at the time of purchase for this Offer to apply.
Offer applies to new Ruff ‘n’ Tumble Mishap Insurance policies only and is limited to one redemption of the Offer per customer during the Offer Period.
Offer cannot be used in conjunction with any other offer unless stated otherwise. Offer is available online only.
No refund or credit is payable if the policy is cancelled during the first two policy periods.
Ruff ‘n’ Tumble reserves the right to withdraw, vary, or extend the Offer at any time, without notice. Eligibility criteria, exclusions, waiting periods and excesses apply—refer to the PDS at ruffntumble.com.au. Policies are issued by PetSure (Australia) Pty Ltd.
Offer commences on 1 November 2026 at 12:00am AET and ends on 30 April 2027 at 11:59pm AET (Offer Period). Offer provides new customers with two consecutive policy periods (equivalent to two months of cover) free of charge when they purchase a new Ruff ‘n’ Tumble Mishap Insurance policy online during the Offer Period (Offer). Offer only applies to the first two policy periods from the initial policy commencement date. Eligible customers will not be charged a premium for the first two policy periods. The Offer will be applied to the premium at the time of purchase and to the premium on the first policy renewal. Premium payments will commence from the third policy period (month 3), provided the policy continues to be renewed and is not cancelled in accordance with the policy terms and conditions. Promo code WES2MF must be entered online by the customer at the time of purchase for this Offer to apply. Offer applies to new Ruff ‘n’ Tumble Mishap Insurance policies only and is limited to one redemption of the Offer per customer during the Offer Period. Offer cannot be used in conjunction with any other offer unless stated otherwise. Offer is available online only. No refund or credit is payable if the policy is cancelled during the first two policy periods. Ruff ‘n’ Tumble reserves the right to withdraw, vary, or extend the Offer at any time, without notice. Eligibility criteria, exclusions, waiting periods and excesses apply - refer to the PDS at ruffntumble.com.au. Policies are issued by PetSure (Australia) Pty Ltd.
Summary
EditPolicy Cover Summary:
- Accidental injuries such as tick and snake bites, motor vehicle accidents, broken bones and dog park injuries. See PDS for full list of inclusions.
- 100% reimbursement of eligible vet expenses after the $500 excess for each accidental injury.
- No annual limits, sub-limits or payout limits.
- Cancel at any time.
- 2-day waiting period (6 months for cruciate ligament injuries).
- GapOnly® claiming.