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Make a claim

Going to the vet can be stressful, so we’ve made making a claim easy. We are here to help you along the way.

Making a claim

Simply select and fully complete the appropriate claim form (below), then email it alongside supporting receipts and vet consultation notes to [email protected]. You can take a photo with your mobile or scan your supporting documents.

Alternatively, if you’d like to submit your claim via post, please send documents to:

Petcover Aust Pty Ltd
1-3 Smolic Crt
Tullamarine VIC 3043

Please note claims sent by post will take longer to receive which may affect processing times. Please keep a copy of your claim.

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Pet insurance claim checklist

To help us process your claim quickly, make sure you have completed these steps: 

  • Ensure the form is fully completed before submitting your claim. 
  • The itemised invoice(s) and treatment notes from the veterinary practice or therapist are attached. 
  • If this is your first claim, your last claim was more than 12 months ago, please provide the full clinical history from both current and previous veterinary practices. 
  • Cross check with your Certificate of Insurance to make sure you are not claiming for items that are not claimable with your policy. These include, but not limited to: routine and preventative care (teeth cleaning, worming, desexing and vaccinations) and any illness that occurred within your waiting period and/or were pre-existing conditions. 
  • Know your policies excess amount before submitting the claim. 
  • Copies of all you claim documentation should be kept for your records.
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Receive your claim

Once your claim is processed, you will receive an email to notify you of the outcome. A successful claim with Petcover will be paid in a choice of four ways: 

  1. Paid direct to your vet. Please understand that we will not pay your vet unless it has been previously agreed with them to do so. 
  2. Credited into your bank account that your monthly premium is direct debited from. 
  3. Credited into the bank account that is nominated on the claims form at time of submission. 
  4. Cheque sent to you via mail.

Behavioural Claims

Petcover is one of the only pet insurance providers that will cover behavioural treatment costs, following veterinary diagnosis. Cover is included, subject to waiting periods and exclusions as part of our Superior Products. With our Mid-Range products, it is available only if the $50 Optional Day to Day Care Benefit was added to your policy at the time of application.

If it is the first claim for either the policy, or for the condition you need to send us your pet’s clinical history as well as the treatment plan or behaviour modification plan specified by your vet.

If the claim is an ongoing condition, an updated history and treatment plan / behaviour modification plan may need to be provided, every 6 months.

Dog Bite Injury

For an injury where your dog has been bitten by another dog, the claiming process is similar to regular claims in that we need the itemised invoice and the treatment history, but instead of the standard claim form, we require a dog bite claim form to be completed and submitted.

This dog bite claim form provides us with additional details surrounding the bite injury that is usually not captured by the treating veterinarian in the clinical history.

Third Party Liability Claims

Third Party Liability Claims are not the same as a regular claim. If you find yourself in a position where your liability may come in to question you should:

  • Not admit liability or make any offer to pay;
  • Exchange details with the other party or parties and obtain names and addresses of any witnesses.
  • Notify us as soon as possible after the event;
  • Send us any and all documentation relating to the event, including any legal documents you may be issued with.

These claims are not assessed by Petcover. They are assessed by your policy underwriter’s disputes and possibly legal department. As a result, these types of claims may take longer that usual to be assessed and finalised. We will keep you up to date with any progress and communicate with you should additional information be required.

Dental Claims

If dental treatment is needed for your pet as a direct result of an accident, illness or injury you may be able to claim for this, so long as your pet has had its annual dental check-ups and any advice provided has been followed.

Petcover does not cover routine, preventative or elective treatments. These treatments are expected and can be budgeted for. We provide insurance for unexpected injuries and illnesses. Examples of routine, preventative or elective dental include, but are not limited to: Scale & Polish, Comprehensive Oral Health Assessment & Treatment (COHAT), routine check-ups.

Alternative & Complementary Treatment

Physiotherapy is a claimable treatment under some of our plans (refer to your PDS), when carried out by a registered Physiotherapist with post-graduate qualifications in animal/veterinary Physiotherapy or a member of the Australian Physiotherapy Association (APA) Animal Physiotherapy Group (APG). We are unable to pay for physiotherapy sessions that have not been completed, in the event of a bulk purchase (ie/ buy 10 sessions at a reduced rate) as this would be considered pre-approval (refer FAQ on pre-approval).  If you have bulk purchased 10 sessions, you can only claim either after each completed session, or at the conclusion when all 10 sessions have been completed.

Hydrotherapy, when used as a complimentary treatment for a musculoskeletal condition, can be claimed under the policy. Up to 10 individual sessions (inclusive of other alternative/complimentary sessions, and subject to the maximum benefit) can be claimed in the policy period. The sessions must be performed either at a veterinary practice with the appropriate facilities, or at a registered hydrotherapy business.

We are unable to pay for any sessions that have not yet been completed. If sessions have been purchased in bulk, we can only pay for treatments that have already been completed.  (As per above)

Pre-Approval

We are unable to pre-approve claims, as before the treatment is made, there is no invoice (financial loss) and no supporting treatment notes.

We are unable to advise whether we will cover and pay a claim before the treatment has been performed and the claim has been submitted. This is because we need to review the treatment provided and the full history of the pet to determine whether the condition and treatment can be claimable under the policy.

We will be able to advise you if specific medications, tests, or procedures can be considered, and we are able to advise you if something is not covered under your policy, but we are unable to provide you with pre-approval for any claim.

Excess & Co-Payment

You should always refer to your Certificate of Insurance to confirm which excess/es or co-payments may apply to your policy.

The fixed excess is the amount, as shown on your certificate of insurance, that is withheld by Petcover for each unrelated claim within the policy period. This is the threshold that the claim needs to reach before we are able to reimburse you for your claim.

The Share Excess or Co-Payment is a percentage of the payable value of each and every claim, after any applicable fixed excess or deductions, that will be withheld by Petcover. This is an option you can select to reduce your premium.

The Share Excess or Co-Payment is a percentage of the payable value of each and every claim, after any applicable fixed excess or deductions, that will be withheld by Petcover. This is an option you can select to reduce your premium.

Pay Direct To Vet

We offer Pay Direct to Vet, whereby you can elect to have your claim paid directly to your vet. You will need to have an agreement in place with your vet before submitting the claim and you will need to pay any applicable excess and not covered items direct to your vet and Petcover will pay the balance. Your vet can even submit your claim on your behalf.

Supplements

Supplements can provide an additional drug-free treatment option for a number of conditions; however, these products can often be obtained without any required veterinary involvement. Many can be purchased without either a prescription from a veterinarian, or without being directly dispensed by a veterinarian, and many can be purchased online without the pet ever seeing a veterinarian.

Under our policies, we will only cover the cost of medications that can only be legally obtained via a veterinary prescription, or by being directly dispensed by a veterinarian. As supplements do not fulfil these criteria, we are unable to cover the cost of these under the policy.

Get in touch

Petcover will only use the information provided in relation to your request and personal information will be processed based on legitimate purposes. For more information, please refer to the privacy policy.

Claims department is available:
Monday-Friday: 8.30am to 5:30pm

Telephone: 1300 731 324
Email: [email protected]