Submit a ticket My Tickets
Login  Sign up

What does the Mad Paws Insurance cover?

At Mad Paws, the safety of our Pet Owners, Pet Sitters and pets is of the utmost importance. We want our Sitters to be able to provide a fun, and safe service, but not have to foot the bill for an insurance premium to helping out their local community members! Mad Paws offers free Public Liability insurance (not to be confused with the usual illness cover that most Pet Owners already have for their pets). Public liability covers any damage or injury to a third party or their property which is due to negligence of the Sitter whilst the pet is under the Pet SItter’s care. 

The insurance policy applies for all services booked through This includes:

  • Boarding (Pet Sitting or Pet Hosting);
  • House Visits;
  • Pet Day Care;
  • Dog Training;
  • Dog Walking;
  • Cat Care;
  • Bathing;
  • Grooming;
  • Transportation.

There is a $350 excess for any Insurance claim, and this is payable by the Pet Sitter. This means the value of the claim must exceed $350 for it to be lodged. For full details on our Insurance cover, click here

Please note: there are a number of exclusions in our Insurance coverage. They are as follows: 


It is important to understand that the insurance does not cover the Sitter for the following:

  1. Damage caused by the guest pet to the Sitter's personal property (such as damage to the Sitter's property or vehicles). This applies to the personal property of all persons living in the same household as the Sitter;
  2. If the Service is being provided at the Pet Owner’s home, Damage caused by the guest pet to the Pet Owner’s personal property;
  3. If the Service is being provided at the Pet Owner's home, Damage caused by the Sitter to the Pet Owner’s personal property;
  4. Bodily harm or physical injuries to the Sitter, Sitter's family or any other person living in the same household caused by the guest pet;
  5. Injuries to the Sitter’s own pet(s) or the pet(s) of any other person living in the same household caused by the guest pet;
  6. Sitter cannot have any criminal convictions in past 5 years (excluding traffic violations). We will ask about this in a phone call as part of the claims process. This information will be strictly used for insurance purposes only and will in no way be publicly disclosed;
  7. Pets with any medical conditions requiring ongoing treatment must be referred to Mad Paws for approval;
  8. Pets involved in a previous attack with another animal or human that required medical treatment;
  9. Treatment of pre-existing veterinary conditions, illness, old age or flea/tick situations. If a guest pet has or had any condition, whether diagnosed by a qualified veterinarian or not, before, during or after the Pet Service, it is considered pre-existing. Any symptoms that are found to be related to stress/anxiety are also considered to be pre-existing as this condition is inherently present depending on each pet;
  10. Any self-inflicted wounds that are caused by itching, scratching, biting, gnawing, etc. due to allergies or any other type of pre-existing condition;
  11. Any council fines and/or pound charges related to the Pet running away whilst under the Sitter’s care;
  12. Pet Services booked outside of;
  13. Damage or medical care required as a result of any Meet and Greet appointments arranged between Owners and Sitters;
  14. All Exotic Animals - i.e. animals other than dogs, cats, rabbits, small birds or guinea pigs;
  15. Boarding Kennels: no commercially run boarding kennels will be covered;
  16. Reduction in Value: this policy does not cover for the 'value' of any pet’s 'show' value;
  17. Breach of professional duty, such as not following the Mad Paws Rules or walking an animal off a leash in an area where this is reasonably considered not to be suitable.

How do I submit an Insurance claim?

If you believe that any incident is covered, you must provide us with:

  • Booking reference number,
  • Contact details for the pet sitter and/or pet owner, 
  • A full description of the events leading up to the Incident,
  • Written notice of the incident no later than seven (7) days after the end date of the relevant Booking,
  • All documentation available to you (e.g. invoices and veterinary notes from the initial veterinary examination),
  • Contact details for the Veterinary practice or Hospital the pet attended,  
  • The Pet Owner’s own Pet Insurance coverage details (if applicable)

Note: We endeavour to process all Insurance claims as quickly as possible. We aim to have all claims resolved within one month from when we have received all the necessary documentation. 

In addition, we also have a helpful article which explains what to do in case of emergencies: Help, there's an emergency!

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.