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Need help with your pet insurance?

Whether you’ve got a quick question or need help with a claim, we’re here to support you. This page explains what to do, who to contact, and how to get help.

Contact Us

General enquiries

Email: [email protected]

Claims & assessments

For new and existing claims, Pre-existing Symptom and Condition Assessments (PRECA), completed waiver forms, pre-approvals or 
Pay the Vet Direct requests:

Email: [email protected]

Phone support

Call us on 1300 952 790

Available Monday to Friday, 8am–8pm AEST

If your pet gets sick or hurt

Visit a vet

Take your pet to a licensed vet if they’re unwell or injured. After the visit, you’ll receive an invoice that shows the treatments and costs.

Submit your claim

You can:

  • Ask your vet to email the invoice and clinical notes to [email protected]
  • Or email us a clear photo of the paid invoice — we’ll contact your vet for the clinical notes
  • Or log in to your Petsy Portal and submit your claim online

We process your claim

We’ll review your claim, follow up with your vet if needed, and keep you updated. Claims are usually processed in 5–10 business days — often faster if your Pre-existing Symptom and Condition Assessment has been completed.

Fast-tracking your claim

Here are a few ways to help things move quicker:

  • Complete a Pre-existing Symptom & Condition Assessment (PRECA) early
  • Know what’s not covered, like Pre-existing Symptoms and Conditions, BOAS, routine care, and preventative treatments. General exclusions can be found in your Product Disclosure Statement or PDS.
  • Keep vet invoices and records handy
  • Make sure your bank account details are up to date
  • Stay contactable in case we need to reach you

To request a PRECA, email [email protected] or call us with the names 
of the vets your pet has visited.

Making changes to
your policy

You have a 30-day cooling-off period starting from the day your policy begins. During this time, you can:

  • Cancel your policy for a refund (excluding any non-refundable charges and taxes) provided no claims have been submitted.
  • Add or remove Optional Extras (if your pet is under 3 years old)
  • Lower your coverage level
  • Increase your benefit percentage
  • Increase or decrease your annual excess

Even after the cooling-off period, you can cancel or lower your policy coverage — we don’t have lock-in contracts.

If anything looks incorrect on your Certificate of Insurance (like your pet’s name, breed or date of birth), please contact us. If you’re updating the breed or age of your pet, we’ll need supporting documentation.

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Understanding
Exclusion Periods

Pet insurance is designed for the unexpected. 
Cover starts after the Exclusion Periods end symptom-free as outlined below:

Why Petsy Pet insurance for vets?
  • 1 day for Injuries (except Specified Conditions)
  • 14 days for Illness (except Specified Conditions)
  • 14 days for Dental Illness (under 1 year old)
  • 6 months for Dental Illness (1 year or older), Behavioural Conditions, and Specified Conditions

Claims arising during these periods aren’t covered.

Specified Conditions include: Cruciate ligament damage, intervertebral disc disease, hip dysplasia, patella luxation, elbow dysplasia, osteochondritis dissecans (OCD), cherry eye, entropion, ectropion, and lumps (if over 1 year of age at the start of the policy period)

You can apply to reduce the 6-month waiting period for Specified Conditions by submitting a Waiver Form at a vet visit.

Download the Waiver Form

Information for vets

To submit a claim on behalf of your client:

Please email the invoice and clinical notes to [email protected]

Your Petsy portal

Log in to manage your policy:

  • Log in to manage your policy:
  • Update payment details
  • View your coverage and documents
Access Your Portal

Understanding common terms

Pre-approval:

Allows you to request approval for a claim before the treatment happens. While pre-approvals aren’t always available, we’ll do our best to help. If you’d like to apply for one, please get in touch with
our team.

*Please note: A pre-existing condition assessment must be completed before a pre-approval can be considered.

Specified conditions:

Include cruciate ligament damage, intervertebral disc disease,
hip dysplasia, patella luxation, elbow dysplasia, osteochondritis dissecans (OCD), cherry eye, entropion, ectropion, and lumps
(if the pet is over 1 year old at the start of the policy period).

*Please note: 

Lumps means the protuberance or localised area of swelling or unusual growth that can occur anywhere on the body, including tumours, warts, cysts, growths and abscesses.

Lumps are not considered a Specified Condition if your pet was under one (1) year old on the first date of cover or when your cover increased.

Pre-existing Symptoms and Conditions: 

These include any injuries, illnesses or symptoms your pet had before your policy started or before the exclusion periods ended. Treatment costs related to these conditions won’t be covered.

Pre-existing Symptom and Condition Assessment (PRECA):

A review of your pet’s vet history to identify conditions that may not be covered. Your pet needs to have had at least one vet visit. If they haven’t yet, you can request a PRECA after their first visit.

Cooling-off period: 

You have 30 days after your policy starts to cancel or make changes, if you change your mind. After that, some changes may not be able to be made until renewal time. Check your policy for details.

Waiver Form:

Once your policy is active, you can take the Waiver Form to a vet visit to apply for a shorter exclusion period for Specified Conditions. Please return the form within 14 days of the visit.

Helping You Start
on the Right Paw

You can request a Pre-existing Symptom and Condition Assessment and a shorter exclusion period for Specified Conditions (using waiver form) as soon as your policy starts.

A vet visit is required to complete the waiver form for Specified Conditions Exclusion Periods— this cost isn’t covered, but most pet parents just take the form along to their pet’s next check-up.

Need more help?

If you have any questions or need help with your policy, our friendly team is here to assist. Or book a call at a time that works best for you.

Email: [email protected]

Call: 1300 952 790

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Company information

Petsy Pty Ltd (ABN 54 633 343 058, AR 1277359) (‘Petsy’) distributes and promotes Petsy Pet Protection Plus (formally Petsy Pet Insurance), Petsy Puppy Protection Plus and Petsy Kitten Protection Plus as an authorised representative of ThePetInsuranceCompany.com.au Pty Ltd (ABN 38 620 795 735, AFSL 536651) (‘ThePetInsuranceCompany.com.au’). ThePetInsuranceCompany.com.au is an underwriting agency acting under a binding authority as an agent for the insurer; Pacific International Insurance Pty Limited (ABN 83 169 311 193, AFSL 523921) (‘Pacific).
In all aspects of arranging this product, Petsy and ThePetInsuranceCompany.com.au act as an agent of Pacific and not as your agent. Any advice contained in this email is general advice only and has been prepared without taking into account individual objectives, financial situation or needs and you should consider the appropriateness of any such advice, the Product Disclosure Statement (‘PDS’) and the Target Market Determination (‘TMD’) available via http://www.petsy.com.au or by calling 1300 952 790 before making a decision to acquire, or to continue to hold, the product. Terms, conditions, limits and exclusions apply. Please refer to the PDS.

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© Copyright 2024 Petsy Pet Insurance 

Specified Conditions includes:

  • Cruciate ligament damage
  • Intervertebral disc disease
  • Hip dysplasia
  • Patella luxation
  • Elbow dysplasia
  • Cherry eye
  • Entropion
  • Ectropion,
  • Osteochondritis dissecans (‘OCD’)
  • Lumps

Lumps means the protuberance or localised area of swelling or unusual growth that can occur anywhere on or in the body including tumours, warts, cysts, growths, mucoceles, haematomas and abscesses.

You can apply to reduce the 6-month exclusion period for Specified Conditions by using our request for Waiver Form. Simply take this form to your next vet visit and submit the completed form back to [email protected] within 14 days of the visit.

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Optional Extra Benefits

During the application process You will be provided with the option to include Optional Extra Benefits that cover certain conditions and Treatments which are not otherwise covered under the Policy.

The Optional Extra Benefits are:

Alternative Therapies, Behavioural Problems, and Dental Illness.

Examples of Alternative Therapies: Acupuncture, physiotherapy, hydrotherapy.

Examples of Behavioural Problems: Excessive licking, fur pulling, pacing and destructive chewing.

Examples of Dental Illnesses: Dental diseases, gingivitis, periodontal disease.