Claims
Need to make a claim?
We understand how stressful it can be when your furry friend gets sick or injured. So, we’ve made it simple to claim with three ways to choose from.
Making a claim through your vet
Your vet may be able to submit your claim electronically at the time of your visit. All accounts must be paid to your vet in full before making a claim.
Your vet may also be able to submit your claim via the GapOnly® service.
GapOnly® claims
GapOnly® is available at participating vets. GapOnly® reviews and calculates your pet insurance claim benefits while you’re still at the vet. If your vet is GapOnly® enabled, you don’t need to pay your vet in full prior to the submission of your claim. Instead, your vet submits the claim to us electronically on your behalf and you agree to pay the ‘gap’ (the difference between the vet’s invoice and the claim benefit calculated, if any, under your policy).
You can find more information on GapOnly® here: gaponly.com.au
Making a claim yourself
To submit your claims online through the secure Pet Portal. Simply upload your documentation and click submit (from your computer or mobile device).
If you choose to submit your claim to us by post please ensure your posted claim documentation is accompanied by a completed claim form. Claim forms are available on request by calling 1300 051 080 1300 051 080 or can be downloaded here
If you choose to claim via post, the attending vet must complete all designated sections on the claim form and both you and the vet must sign the claim form.
When you submit a claim, please include all relevant invoices and clinical records from your vet. All accounts must be paid to your vet in full before submitting your claim.
Please take care and be honest in the preparation and submission of your claims. This helps us process your claim without undue delay.
Want to know if you’re covered prior to treatment?
If your pet requires treatment, you can seek pre-approval for the expected costs. Your vet may also be able to request pre-approval on your behalf. Pre-approvals aren’t mandatory, but they can provide you with reassurance as to whether you’ll be covered and if so, what benefits will be provided for an upcoming treatment. You (or your vet if they are submitting on your behalf) should email claimreview@petsure.com.au and provide the following details:
- Policy number or Policy Holder and Pet Name.
- Name of your regular vet and the vet where the procedure will take place.
- Name of the condition being treated and the proposed treatment required and relevant clinical records and/or veterinary history.
- The itemised estimate of costs from your vet.
We’ll then respond to you (and your vet if submitted on your behalf) in writing with the outcome. A pre-approval isn’t valid unless we’ve agreed to it in writing.
Note: If we agree to a pre-approval but the treatment provided by your vet differs from the treatment request in the pre-approval, then our assessment of the amount we cover under your claim may vary from the notified pre-approval amount. A variation in the amount we cover may also occur if you have reached your benefit limit, Booster Care limit (if applicable), or Routine Care limit (if applicable) on the claim.