Let us handle claims

A pre-approval refers to an approval of a potential future claim that is assessed before treatment, not after.
To process to obtain a pre-approval, we need:
- An estimate of itemised costs for the procedure
- A description of the required procedure
- Clinical history related to the procedure (a brief email from a vet is not sufficient)
Pre-approvals are advisable for policyholders anticipating upcoming high-cost treatments.

The minimum requirements to process a pre-approval include:
- A completed pre-existing condition assessment
- An estimate received from your vet before 2pm AEST Monday to Friday
- The exclusion periods on a policy must have ended for the condition

1. Staff exclusive lifetime discount
2. Concierge support and simplified claims
3. Custom and flexible coverage options
4. Quick and easy claims from anywhere in Australia
5. Marketing materials conveniently delivered to you
6. Award winning pet insurance for your clients

We work with any licensed vet in Australia, including emergency clinics, hospitals, regional vet practices, mobile vets, specialty and referral vets and small animal vet clinics.

Different vet practices can operate on different systems, so if you’ve come across an instance where you’re unable to locate your client’s Petsy policy, the best thing to do is to call or email us at [email protected] directly to verify the policy status.

If you’d like to submit the claim for the client on their behalf, simply email a copy of the paid invoice and medical history through to [email protected]. This is the quickest way to make a claim and the client will receive an email notification once the claim has been received and is lodged for assessment.

Alternatively, the client can send us a clear photo of the paid invoice. Make sure it includes important details like the vet's contact info, the date of the invoice, and the amount they paid for. If we receive an invoice from the client, we’ll reach out to you (the vet) for a copy of the clinical notes.

We usually process claims within 5-10 business days after we receive all required documents. Claims can be processed quicker if a pre-existing condition assessment was completed when the client first set up their policy. We’ll keep them updated via email. To make sure reimbursements are processed quickly, clients will need to have provided us with their correct bank account details.

Absolutely, registered veterinarians can purchase policies from us and treat their own pets. The coverage you receive is the same as for any other policyholder, but there are some restrictions regarding claims and other procedures that apply to vets treating their own pets.

Submitting Claims: When you submit a claim for treatment provided to your pet, we need the full clinical history and a tax invoice that shows that the payment has been made, including any staff discounts you've applied. Reimbursement is calculated based on the amount you've actually paid, so if you use a staff discount, the reimbursement will be based on the discounted price. We might also ask for additional proof of payment for these claims.

Exclusion Periods Reduction Request and Pre-existing Condition Reviews: If you're looking to apply to reduce exclusion periods for Specified Conditions, or if you want us to review the pre-existing conditions, the supporting examination or assessment must be completed by a registered veterinarian other than yourself. This ensures objectivity in evaluating the request.

Special Discounts: We offer a special 30% discount on premiums for veterinary professionals that will continue after renewals. Book a call through our vet concierge to apply this discount to your policy.