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Policy support centre

Whether you’re making a pet insurance claim for the first time or are looking to optimise your policy for extra peace of mind, we’re here to help with these tools and policy resources.

How to make a claim

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.

Find your Pet Portal

On the spot with GapOnly®

GapOnly® is our latest pet insurance claims innovation that helps pet parents with an eligible policy at participating Vets access their pet insurance benefit straight away for eligible claims, helping 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.

Learn more about GapOnly®

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. Apart from our GapOnly® claims service, this is the fastest way to claim.

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.

Find your Pet Portal

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.

Want to know if you are covered prior to treatment?

Pre-approvals aren’t mandatory, but can provide you with additional reassurance. Just email claimreview@petsure.com.au with the following:

  • Policy number or policy holder and pet name
  • Name of condition being treated and proposed procedure
  • Name of your regular vet and the vet where the procedure will take place
  • An itemised estimate of costs relating to the procedure (optional)

A pre-approval will not be valid unless we have agreed to it in writing.

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.

Cruciate ligament policy review

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

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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

Meet Jax #PetTale

April & Jax, proud RSPCA Pet Insurance customers, May 2020

Information for pet parents

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:
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Compare pet insurance policies

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Find a pet insurance partner

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Vet services guide

Claim on the spot with GapOnly®

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 and go.
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