Pet Insurance Claims.

Pet Insurance Policy Support Centre.

Whether this is your first time making a pet insurance claim, or you are looking to optimise your policy for extra peace of mind, here are some tools and policy resources to get you started.

There are 4 different ways you can submit a claim.

Petsy pet insurance claims with pet portal

The Pet Portal
your 24/7 policy concierge

Submit and track the progress of your pet insurance claim and find important policy documents anytime with your online customer service Pet Portal. To help your claim be processed as quickly as possible, be sure to include all supporting claim documents – like treatment invoices and vet consultation notes.

Log in to your Pet Portal

Petsy pet insurance claims with pet portal

On the spot with GapOnly™
The faster way to make a claim

Innovating the pet insurance claims experience, GapOnly™ reviews and calculates your pet insurance claim while you’re still at the vet.

You simply pay the gap (or the amount not covered by your policy) on eligible claims and go.

Learn more

Find a GapOnly™ vet

petsy pet insurance claims with eClaims

As an eClaim by your Vet

Available at more than 1,050 Vets across Australia, our eClaims service lets participating vets submit a pet insurance claim on your behalf after your pet’s appointment, meaning there’s nothing more for you to do. Simply ask your vet if they can process an eClaim for you and provide them with your policy number.

Petsy pet insurance claim by mail

Posting a paper claim

If you prefer to make your claim via the post, then you’ll need to print and complete the pet insurance claim form together with your Vet, and ensure supporting Vet invoices and clinical notes are included for speedy assessment. Find claim and policy documents on your Pet Portal.

Log in to your Pet Portal

Claim requirements

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)
  • In some instances, we may require more information to process your claim, such as previous medical history or pathology/laboratory results. If this is the case, we will contact you for this information.
  • For the first claim we also require vet consultation notes for the life of your pet. 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.

If submitting a claim via post, the same documentation needs to be submitted as above. All claim documentation must be original for postal claims and it must be accompanied by a completed claim form that must be signed by you and your vet.

How long does it take for a claim to be processed?

Claims are generally processed within 5-10 business days, if we have all the required documentation.

To ensure speedy processing of your claim, please ensure you have a copy of the documentation required such as your itemised invoices, vet consultation notes and the vet history if it is your first claim. 

If the required documentation is not submitted with the claim, there may be a delay and we may need to contact you or your vet/s.

See our Top Tips on how to be ‘claim-ready’

Need assistance?

If you can’t locate your policy number, are unable to login to your online pet portal or would like assistance, please send us an email at hello@petsy.com.au or give us a call on 1300 952 790

Policy tools for added peace of mind

If you’re ready to make a claim, are looking to request a treatment pre-approval or want some conditions on your policy reviewed, get started here.

Request a pre-approval

To check whether an upcoming procedure or treatment for your pet will be covered by your pet insurance policy, complete the pre-approval (pre-authorisation) form.

Download pre-approval form

Pre-existing condition policy review

All temporary pre-existing conditions on PetSure-administered policies are automatically removed as an exclusion if your pet hasn’t shown signs of that condition for 18 consecutive months or more (pre or post insurance). For extra peace of mind you can also request a PEC policy review anytime.

Download pre-existing condition form

Cruciate ligament policy review

With the help of your Vet, apply to have the cCruciate lLigament condition waiting period waived when you first start your policy by completing this form.

Download cruciate ligament waiver

Getting to know your Pet Portal

Did you know your online customer service Pet Portal houses all your key pet insurance policy documents in the one convenient place? You can even submit and track the progress of your pet insurance claim. Some key features at a glance:

– My Pets: detailed information about your policy
– My documents: all policy and claims documents
– Help Centre: frequently asked questions to assist you
– My Profile: your personal & Vet information, notification preferences and banking details

Claim on the spot with GapOnly™

GapOnly™ is one of the world’s latest pet insurance claim innovations that helps pet parents with an eligible policy at participating vets. With GapOnly™, pet owners can access their pet insurance benefit straight away for eligible claims which helps to reduce the burden of large, unexpected vet bills. With less upfront expense by only paying the gap (or the amount not covered by your policy) on eligible claims, you can put the financial worry aside and focus on what’s most important – your pet’s recovery.

Top Tips on being “claim-ready”.

To make your claim experience go as smoothly as possible, it’s important to have access to your pet’s veterinary history, vet consultation notes and itemised invoice and records. The claims team will need to see a complete picture of your pet’s history in order to assess your claim.

Once the claims team has the documentation they need, most claims are assessed within 5-10 business days. 

Claims are submitted online via your pet portal. You also have the option to use a GapOnly™ vet where the claim can be processed while you’re still at the vet as well as an eClaim submitted by the vet on your behalf.

Below are our top tips on preparing yourself for future claims.

Tip 1: Read your policy documents

Your policy documents are sent to you via post or email, depending on your communication preference. They can also be accessed at any time through My documents. Check that all your personal details and pet details are correct. You also should make sure you understand your level of cover and any waiting periods, sub-limits and exclusions that may apply. Included in your welcome pack is a Product Disclosure Statement – this will give you information about what is and isn’t covered.

Tip 2: Understand claim requirements

As a minimum we will need an itemised invoice for each claim, and usually for the first claim we will need vet consultation notes for the life of your pet. If you don’t provide these at the time of claiming, we may need to contact you or your vet and this may result in a delay in claim processing. 

Find out more here.

Tip 3: Add your vet details

Add in the details of your current and previous vets so contacting them is easier. Add your vet to your profile by searching for them in our database and selecting them from the drop down list. We regularly update the vets in our database, so if you can’t see your vet listed, we may already be adding them to our database and you should see them listed soon.

Add the details of your vets here.

Tip 4: Add a reimbursement account

Adding a bank account for reimbursements means your claim payments reach you faster. If you already provided a bank account for premium payments this should be automatically set up for you. If you pay your premiums by credit card, you will need to add a reimbursement account. Update your banking preferences here.

Tip 5: Update your notification preferences

Email and SMS communication gets to you faster than the post. Ensure your notification preference is switched to ‘Digital’ for fast and easy notifications. 

Update your notification preferences here.

Tip 6: Find out if your vet has GapOnly™

Visiting a GapOnly™ vet can help reduce the burden of large, unexpected vet bills with on-the-spot claim processing for eligible claims.

Need help?

If you need help locating your policy number or are unable to locate your pet insurance documents, please email us at hello@petsy.com.au

Claims FAQ’s

How do I make a claim?

The easiest way to make a claim is by submitting a claim through the Pet Portal, but regardless of how you choose to claim, you no longer need a claim form.

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)
  • In some instances, we may require more information to process your claim, such as previous medical history or pathology/laboratory results. If this is the case, we will contact you for this information.

For the first claim we also require vet consultation notes for the life of your pet. 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.

If submitting a claim via post, the same documentation needs to be submitted as above. All claim documentation must be original for postal claims and it must be accompanied by a completed claim form, that must be signed by you and your vet.

How can I check if a treatment or condition will be covered?

To know if an upcoming or specific treatment for your pet will be covered, you and your vet need to complete a pre-authorisation approval form prior to your pet receiving treatment.

Contact us so our team can send you a copy of the form to be completed by your vet, which will need to include the followingor access it online here: Download pre-approval form:

  • An itemised cost estimate from your vet, for the upcoming treatment
  • Your pet’s full vet history, if you have not previously provided this to us
  • The completed pre-authorisation form
  • Once received, you can expect to hear back from us within two business days. If the treatment has already started, a claim should be submitted.Relevant clinical records and/or your pet’s veterinary history
  • Details of treatment required
  • Full itemised estimate of costs relating to procedure from the treating vet

When can I start claiming?

Your Certificate of Insurance will state the commencement date of your policy, and your policy will be effective from 23:59 on that date.

Depending on your level of cover, there may be different waiting periods that apply. Please see the ‘What’s covered’ section of My pets and your Product Disclosure Statement to get a personalised an overview of your waiting periods.

Does my pet need a health check when I first take out insurance?

You are not required to undertake a health check for your pet when you first get insurance. However, you may wish to apply to waive the six (6) month cruciate ligament condition waiting period (if covered by your policy) which will require a vet to examine your pet and complete a form.

Can I visit any vet?

Yes, you can visit any vet (other than yourself) that is licensed to legally practice as a veterinarian in Australia. 

Why is my claim split into multiple claim numbers?

When you visit the vet, you may have several different treatments that happen in one visit – such as a vaccination and treatment for an ear infection.

While you may submit these in one claim, we need to process them per pet health condition type. This will make it easy for you to see which expenses have been covered and what documents we require to complete each individual claim.

You can also see your benefit amount for each condition and if any excess has been applied.

How is my claim benefit calculated?

As long as all the expenses you submit are eligible under your level of cover, we assess your claim at the benefit amount percentage stated on your Certificate of Insurance (subject to any benefit limits, excess and exclusions).

The following calculations provide examples of how claims will be settled where cover is provided:

Example 1

80% Benefit Percentage with a Nil Excess
Total amount of eligible expenses paid by you to the vet $2,000
Total amount claimable after the 80% Benefit Percentage applied $1,600
Total reimbursement $1,600
Your out of pocket expenses $400

What are the claim requirements for adopted pets?

Generally, for the first claim we require vet consultation notes for the life of your pet.

If you can provide us with proof of adoption or transfer of ownership papers, we will only request a vet historyvet documentation from that date the date you took ownership onwards.

My Files won’t upload when making a claim in the portal

If you are trying to make a claim, it’s best that you use a jpeg or pdf file. Our system can’t accept word documents or txt files, or files that are over 10mb.

How can I check if a pre-existing condition is covered?

All temporary pre-existing conditions on PetSure-administered policies are automatically removed as an exclusion if your pet hasn’t shown signs of that condition for 18 consecutive months or more (pre or post insurance), so there’s nothing more for you to do. If you would still like to have a pre-existing condition on your policy reviewed you can do so anytime. Simply complete the pre-existing condition policy review form found below with your Vet and we’ll take care of the rest.

Download pre-existing condition form

What is the cruciate ligament exam form?
Dogs and cats have a cruciate ligament located in their knee that helps to stabilise the knee joint. Sometimes, the cruciate ligament can either partially or completely tear and it generally requires surgery to repair it.

Cruciate ligament conditions irrespective of cause or origin, are subject to a six (6) month waiting period unless we agree to waive it. To do this, we need to receive a completed and signed ‘Cruciate Ligament Exam Form*’ from your vet within 14 days of the cruciate examination date certifying that your pet has been examined, at your expense, on or after the policy commencement date. You can email, fax or mail the form, if we receive it within the 14-day timeframe. We will notify you of the outcome in writing. Refer to your PDS for further terms and conditions.*This form can be found in your welcome pack or you can download it here.

Get in touch.

Email:
hello@petsy.com.au

phone:
1300 952 790

Head Office:
Level 31, 31 Market Street, Sydney, NSW, 2000

plus code:
46H4+G9

The bit we have to say:

Terms, conditions, waiting periods, limits and exclusions apply. Petinsurance.com.au is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, is arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and is promoted and distributed PetSure’s Authorised Representatives (AR) Pet Insurance Pty Ltd ABN 38 607 160 930, AR 1234944 and Petsy Pty Ltd ABN 54 633 343 058, AR 1277359. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing. PDS andTarget Market Determination available at Petsy’s TMD page

GapOnly™ is a trademark owned by PetSure (Australia) Pty Ltd (Petsure), ABN 95 075 949 923, ASFL 420163. Insurance products are issued by The Hollard Insurance Company (ABN 78 090 584 473; AFSL 241436) and administered by PetSure through its Authorised Representatives and distribution partners. Any advice is general only and may not be right for you. You should consider the relevant Product Disclosure Statement or policy wording available from the relevant provider to decide if a product is right for you.

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