Pet Insurance FAQs

There are quick and easy ways to make a claim.

Option 1: Your Vet submits claim on your behalf

You can have your Petinsurance.com.au claim processed on the spot if your Vet clinic is a GapOnly® partner. GapOnly® reviews and calculates your claims while you’re still in-clinic, so you only have to pay the gap between your pet insurance benefit and your vet invoice for eligible claims. Ask your vet or check here to see if they are signed up for GapOnly® claiming yet.

Alternatively, many vets can submit your claims on your behalf directly to us on your behalf via our paperless eClaims service. Ask your vet if they can do this for you at the time of settling your invoice.

Option 2: Submit your claim online

If your vet can’t submit your claim on your behalf, the easiest way to make a claim yourself is through the Pet Portal. To make a claim, you will need the following documentation:

Itemised invoice (a paid invoice that includes individual treatment items and costs adding up to the total amount paid)

Vet consultation notes, if you have them (these are the veterinarian’s medical notes from examination findings)

If you adopted your pet at a later age, we will need documentation showing the date you took ownership. To help assist us with obtaining this vet history, you can also add your vet details in the Pet Portal.

You can submit your claim without vet consultation notes but in some cases, we may not be able to process your claim without them. If this is the case, we may need to contact you or your vet/s which may result in a delay in processing your claim.

Option 3: Send your claim in the mail

If you would prefer to lodge your claim in the mail, please follow these steps:

Step 1: Download a claim form here and print it out.
Step 2: Fill in your and your pet’s personal information in Part 1 of the claim form and sign the form.
Step 3: Take the claim form to your Vet, and have him/her complete the applicable sections. Ensure your Vet includes his/her practice details on the attached invoice.
Step 4: Attach detailed itemised invoices and payment receipts to the completed claim form and mail it to us at the address below:

Petinsurance.com.au
Locked Bag 9021
Castle Hill NSW 1765

In some instances, we may require more information to process your claim. If this is the case we will contact you for this information.

Once we receive your claim form and all relevant documentation, we will process your claim.

Once all the necessary documentation has been received, claims are generally finalised within 5-10 business days unless we need further information from you to assess the claim.

A $50 benefit for vaccinations (as well as health checks, flea/tick/worm control and blood screens) is available if you select Routine Care (non-insurance benefit), which is an option available with any of our pet insurance policies.

Routine Care (non-insurance benefit) also offers a $100 benefit for the following treatments and processes:

• Desexing
• Microchipping
• Heartworm control
• Teeth cleaning
• Prescription diets
• Cremation or burial
• Dental illness treatment
• Council registration fees
• Obedience training
• Behavioural therapy
• Alternative therapies

Yes. If your pet requires treatment and you wish to seek pre-approval of those costs, you can provide petinsurance.com.au with the itemised estimate of costs from your vet, along with the treatment required and relevant clinical records and/or veterinary history, and they will respond to you in writing with the outcome.

As with most insurance products, there are certain situations where you will not be covered. There are some general exclusions such as Pre-existing Conditions, Dental care (unless Platinum cover or optional cover selected. Note: Specified dental conditions are eligible for cover if the dental illness benefit is shown as selected on your certificate of insurance. Refer to your PDS for further information.), routine or preventative Treatments (unless Routine Care non-insurance benefit cover is purchased, which provides a contribution up to the Routine Care non-insurance benefit limits), some Elective Treatments and procedures and breeding or obstetrics. There may also be specific exclusions which may apply to specific levels of Cover.

For a more detailed list of general exclusions, refer to the applicable Combined Financial Services Guide and Product Disclosure Statement.

Pre-existing condition means a condition that first existed or occurred:

• prior to the commencement date of the first policy period; or
• within any applicable waiting period; AND
• which you were aware of, or a reasonable person in your circumstances would have been aware, irrespective of whether the underlying or causative condition has been diagnosed.

A pre-existing condition also includes a related condition or bilateral condition of a pre-existing condition. For more information please refer to the relevant policy booklet.

If your pet has had a temporary condition that was subject to the Pre-existing Condition exclusion, you can apply to have it reviewed.

Your vet will need to certify and provide veterinary records verifying that the condition remains a temporary condition and has not existed, occurred or shown noticeable signs, symptoms or an abnormality for a period of 18 months. The Pre-existing Condition exclusion(s) will not be deemed to have been lifted unless agreed to by petinsurance.com.au in writing.

Download a copy of the Pre-existing Condition Review form.

Pre-existing conditions that fall within the definition, will always be excluded from your policy.

This includes chronic conditions that existed or occurred:

• before the commencement date of your first policy period
• during any applicable waiting period.

To start a consult at any time: 

• Log in to your Pet Portal 
• Click on ‘Live Vet’ in the top navigation bar 
• Choose to chat via video call or online chat 

Start your consultation with a real vet in minutes

^{^} Live Vet Support is a service provided by  PetSure (Australia) Pty Ltd ABN 95 075 949 923 (PetSure) giving you 24/7 access to general veterinary telehealth advice for your insured pet(s) via online video or chat, via the Customer Portals owned and operated by PetSure. Access to Live Vet consultations is subject to the Customer Portal terms of use available at  https://petportal.petinsurance.com.au/  

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• first-class online vet care anytime, anywhere now accessible directly from the Customer Portal
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