Who this page is for
RSPCA Pet Insurance policies purchased on or before 30 March 2026 are underwritten by The Hollard Insurance Company. You remain covered and can access everything you need right here.
For policies purchased from 31 March 2026, click here.
How to claim
We want your claims experience to be simple and fast to give you the very best experience possible. You have four options outlined below. Choose the most convenient for you and we’ll take it from there.
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.
Customer Portal loginOn the spot with GapOnly®
GapOnly®> helps pet parents access their pet insurance benefit straight away for eligible claims, helping reduce the burden of large, unexpected vet bills. Available at participating vets, it means less upfront expense by only paying the gap* (or the amount not covered by your policy) on eligible claims, so 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 below or on your Customer Pet Portal.
Customer portal loginImportant Documents
For policies purchased on or before 30 March 2026
Here’s a fast way to any of the documents you need to access. Click on the links below to review your policy and access the forms you need to make a claim.
Frequently asked questions
From time to time you may have a question about your RSPCA Pet Insurance policy. We’ve tried to answer as many of the common questions as we can. If you have any other questions, don’t hesitate to contact us.
The RSPCA has announced it will move to a new pet insurance provider for policies purchased from 31 March 2026.
Policies purchased on or before 30 March 2026 remain unaffected, and can continue to submit claims via GapOnly®. Policies purchased after this date will be administered by a different provider and will not have access to GapOnly® claiming.
It’s business as usual. Your current policy remains active with all its great benefits, such as GapOnly® to help you reduce upfront vet costs on eligible claims. You can continue to enjoy all your existing policy features for the duration of your current policy period. Before your policy expires, you will be offered a replacement product that enables you to maintain the same level of cover with enhanced features and benefits, at no extra cost. For customers who choose to continue their cover:
– Pre‑existing conditions will continue to be recognised
– Waiting periods will not need to be re‑served
You don’t need to do anything and can continue claiming via any of our four claiming methods, including GapOnly®.
When booking your appointment, simply let your vet know that you’d like to submit a GapOnly® claim. Alternatively, See our How to claim section above for more information on other ways to claim.
RSPCA Pet Insurance policies purchased on or before 30 March 2026 are underwritten by The Hollard Insurance Company Pty Ltd and administered by PetSure (Australia) Pty Ltd. RSPCA promoted and distributed these RSPCA Pet Insurance policies.
Yes, GapOnly® is a simpler pet insurance payment service, allowing pet carers with a policy from a GapOnly® pet insurance partner to claim on the spot at nearly 1,400 vet clinics around Australia.
A GapOnly®-ready pet insurance policy allows pet carers to simply pay the difference between their invoice and their eligible claim benefit. Claims are processed in minutes.
GapOnly® means a better claims experience for vets and pet carers alike with less paperwork, on-the-spot processing and less up-front expense.
To check the status of an open claim, log into your Pet Portal, navigate to ‘Claims’, then click on ‘My Claims’ to see any open claims you have and the status of those claims. Please contact our customer service team if you need further help.
Email: [email protected]
Call: 1300 881 492 and select option 4
Claims are assessed based on the coverage you selected. There are also optional benefits that can provide cover for additional treatments. When assessing claims, we take into account pre-existing conditions and general exclusions. For more information, please refer to the PDS, or alternatively, please contact our customer service team if you have further questions.
A pre-existing condition is:
– A condition that existed or occurred prior to the commencement date of your first policy period or within any applicable waiting period; AND
– Is a condition that first existed or occurred of which you were aware of, or a reasonable person in your circumstances would have been aware of irrespective of whether the underlying or causative condition has been diagnosed
A pre-existing condition also includes a related condition or bilateral condition of a pre-existing condition.
A waiting period is the period that your pet is not covered starting from the commencement date of the first policy period in which you obtained cover for the applicable condition or benefit.
– No waiting period for specified accidental injuries
– 30 days for Illnesses
– 6 months for cruciate ligament conditions
(may be waived on application — refer to the relevant Policy Booklet for more information)
Depending on your level of cover, there may be different waiting periods that apply.
There is a combination of factors that influence your pet insurance pricing.
What Influences Pet Insurance Pricing – YouTube
Email or call us if you wanted to discuss further.
To update the account details for premium payments or claim reimbursement payments, simply log into your Pet Portal, navigate to ‘Premiums & Payments’, and click on ‘My bank details’.
We understand that circumstances can change and would like to see if we can help keep your pet protected. Please contact our customer service team so we can help.
Email: [email protected]
Call: 1300 881 492 and select option 4
We hope you never have a reason to make a complaint, but if you do, we will do our best to work with you to resolve it. Our complaints resolution process has three steps outlined below. Please let us know if you require additional assistance to lodge a complaint. All our contact details are listed below to make it easy for you.
1 – Immediate Response
Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern, we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.
Please contact us using one of the following means:
Phone: 1300 855 150
Writing: RSPCA Pet Insurance
Customer Service Complaints
Locked Bag 9021 Castle Hill NSW 1765
Please supply your policy number to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.
2 – Internal Dispute Resolution
If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1 – Immediate Response’), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business day of being escalated. The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.
3 – External Dispute Resolution
In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.
AFCA is an independent dispute resolution service provided free of charge.
You may contact AFCA at:
Australian Financial Complaints Authority (AFCA)
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Website: www.afca.org.au
Email: [email protected]
Your RSPCA Pet Insurance policy is issued, arranged, and administered by Pacific International Insurance.
For any services, claims, enquiries, or complaints please contact Pacific:
– Tel: 1300 777 220
– Email: [email protected]
– URL: www.rspcapetinsurance.org.au