Target Market Determination

NAME OF PRODUCT

Ruff ‘n’ Tumble Mishap Protection

WHAT IS A TARGET MARKET DETERMINATION?

This Target Market Determination (TMD) sets out the class of customers that this product has been designed for and is suitable for. It sets out the target market for the product, conditions and restrictions placed on it’s distribution, events and circumstances that may reasonably suggest that the TMD is no longer appropriate and review periods and reporting obligations for the TMD. This TMD does not provide any financial product advice on the product and does not take into consideration the objectives, financial situation and needs of individual customers.

The terms and conditions of the product are set out in the Product Disclosure Statement (PDS).

This TMD does not form part of the insurance contract and is not a summary of the product’s terms and conditions. Customers should review the PDS before making any decision in relation to the product. Any terms used in this TMD that are defined in the Corporations Act 2001 (Cth) have the same meaning as in that Act. This TMD is available to any person at www.ruffntumble.com.au. 

EFFECTIVE DATE OF THIS TMD

16 April 2026

ISSUER

This Target Market Determination is made by the issuer of the product, PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure).

WHO THE PRODUCT IS SUITABLE FOR

Customers whose likely needs, objectives and financial situation, are aligned with the product and their key attributes and eligibility criteria as outlined below. 

PRODUCT DESCRIPTION AND KEY ATTRIBUTES 

The product is designed for people who want cover towards eligible veterinary expenses incurred by the owners of dogs in relation to accidental injuries suffered by their dog. The key attributes of the product are briefly described below: 

• The product provides cover for accidental injuries only. It does not provide cover for illnesses like diabetes, infectious disease, arthritis, allergies and cancer.

• The product’s cover is not subject to any limits, but is subject to an excess which applies to each accidental injury claimed, as well as terms, conditions and exclusions. Examples of key exclusions include waiting periods at the inception of a new policy and coverage exclusions for pre-existing conditions. 

• The product does not provide cover for preventative care costs and general pet maintenance costs like grooming and pet food. 

• The product provides cover for 1 month and will be offered for automatic renewal every month while PetSure continues to provide the product. The product provides cover for eligible veterinary expenses incurred in a policy period in relation to accidental injuries suffered after commencement of the first policy period.

LIKELY OBJECTIVES, FINANCIAL SITUATION AND NEEDS OF CUSTOMERS IN THE TARGET MARKET 

The likely objectives, financial situation and needs of customers in the target market is a contribution towards eligible veterinary expenses that they incur in relation to an accidental injury suffered by their dog, to help ensure the dog can receive appropriate treatment and to reduce (and not cover in full) the cost to the customer of that treatment. 

The treatment costs can vary greatly for the same accidental injury depending on many factors including complexity of care, duration, breed, service provider, location and more. PetSure’s claims and veterinary data and experience has shown that accidental injuries can happen at any time in the life of any pet. 

Customers in the target market will be able to afford to pay:

• premiums for the product, which may increase across the product class from time to time ; 

• the full amount for treatment upfront to the veterinary clinic before seeking claims reimbursement for the eligible veterinary expenses, unless using the GapOnly® claims payment platform (in which case, customers need to be able to pay upfront the ‘gap’ payment - the ‘gap’ means the difference between the veterinary invoice for eligible veterinary expenses and the claim benefit calculated under the policy terms and conditions, if any); and

• any veterinary expenses above the accepted claim amount, including the application of the excess (where applicable).

TARGET MARKET FOR RUFF ‘n’ TUMBLE MISHAP PROTECTION

A person is eligible and in the target market for the product if they: 

• are 18 years of age or over; 

• have a domestic dog breed that is legally available in Australia; 

• want cover towards the costs associated with a range of accidental injuries that their dog may experience; and 

• can afford to pay the applicable monthly premium, excess, upfront veterinary expenses before submitting a claim (or the ‘gap’ payment if GapOnly® is used), and/or veterinary expenses that are above the accepted claim amount.

A person will not be in the target market for the product if they:

• are seeking cover for illnesses, such as diabetes, infectious disease, arthritis, allergies and cancer, etc;

• are seeking cover for a pet that is not a domestic dog;

• are seeking cover for pre-existing conditions;

• are seeking full reimbursement of veterinary expenses for all accidental injuries covered;

• are seeking cover for preventative treatments and ownership costs; 

• are seeking cover which renews annually rather than monthly; and

• cannot afford to pay the applicable premium, excess, upfront veterinary expenses before submitting a claim (or the ‘gap’ payment if GapOnly® is used), and/or veterinary expenses that are above the accepted claim amount.

CONSISTENCY BETWEEN THE PRODUCT AND THE TARGET MARKET 

The product will likely meet the likely objectives, financial situation and needs of the target market because it addresses the likely objectives, financial situation and needs of customers in the target market, including their need to reduce the costs of eligible veterinary expenses for accidental injuries suffered by their dog.

DISTRIBUTION CONDITIONS 

The product is distributed through: 

• online channels including the Ruff ‘n’ Tumble website at www.ruffntumble.com.au;  

• the PetSure comparison tool, which is accessible via PetSure’s website domains at www.petsure.com.au and www.gaponly.com.au; or 

• voice channels including the contact centre of PetSure, Luna Pet Health Pty Ltd or an authorised distribution partner. 

All purchases made online use a digital purchase journey which asks the customer to answer a series of questions before finalising their purchase. Customers seeking to purchase via the phone will be asked a series of questions from a system-based script by a trained operator. The response to these questions will determine if the customer meets the eligibility criteria, which align with the description of the target market set out above. A sale will not progress if these eligibility criteria are not met. All call centre operators are provided with adequate training and their sales are routinely monitored by us to ensure that they only sell the product to customers who are in the target market. 

Ruff ‘n’ Tumble insurance policies are promoted and distributed by Luna Pet Health Pty Ltd (Luna), ABN 15 693 087 722, AR 001319575. Luna is an authorised representative of PetSure (AR no 001319575) with appropriate terms to ensure the product is distributed to customers that fall within the target market.

PetSure and Luna also in turn have arrangements with other approved distribution partners, with appropriate terms to ensure the product is distributed to customers that fall within the target market. 

PetSure will monitor whether customers are in the target market, pursuant to the criteria in this TMD. If PetSure identifies a customer is no longer in the target market, PetSure will contact the customer. 

PetSure’s comparison tool provides general advice about the product and can direct the customer to the quotation tool. PetSure will monitor the comparison tool routinely.

REVIEWING THIS DOCUMENT 

PetSure will review this TMD within 12 months of its effective date and subsequently at least every 24 months from the previous review. 

Review Triggers 

PetSure will also review this TMD if there are events or circumstances that reasonably suggest that the TMD is no longer appropriate. The triggers for this review may arise from: 

• any material changes being made to the product coverage, pricing methodology, underwriting or eligibility criteria or its method of claims assessments and settlement; 

• any material changes to methods of distribution; 

•  changes in law or regulatory guidance or industry code which may materially affect the terms of cover or distribution or regulatory feedback or concerns raised to suggest the TMD may no longer be appropriate; 

• identification of systemic issues and findings, produced from quality assurance or governance processes, that may indicate an issue with the product and the appropriateness of the TMD; 

• any occurrence of a significant dealing outside of the target market; 

• compliance incidents and breaches that may indicate an issue with the product and the appropriateness of the TMD; or 

• trends or material changes that are inconsistent with the intended product performance based on metrics that track: 

  • financial performance of the product (including but not limited to the loss ratio); 

  • product desirability (including but not limited to the number and types of cancellations); 

  • benefit attained from the product by customers (including but not limited to the claims frequency and average benefit paid); 

  • overall claims experience (including but not limited to the claims approval rates, claims processing speed and claims submission methods); 

  • complaints (including but not limited to the number and type of complaints received); and 

  • customer feedback received (including but not limited to the number of hardship requests).

REPORTING 

Distributors of the product are required to report the following information they hold to PetSure within the time specified below: