Online Claiming

For existing members please visit the Pet Portal to submit your claim.

Online Claim Pet Portal

Simply upload a copy of both the itemised invoice and the consultation notes from your vet visit. If this is your first claim we require your pet’s full medical history from all previous vets from the time you first owned your pet. If your pet was adopted at an older age please supply adoption paperwork and medical records since adoption. If you are a new member please sign up to use the PetPortal.

New Client Sign Up for Pet Portal

Family Violence Policy

We understand that there are times when our customers may be feeling vulnerable due to a range of factors. In these situations, we are committed to taking extra care and recognise these vulnerabilities can give rise to unique needs, which can change over time or in response to particular situations.

If you are experiencing vulnerability and would like more information on the extra care we can provide please email us on help@petsure.com.au. You can also access our underwriter’s Family Violence Policy here, and their website also contains additional accessible ways you can contact us. 

Taking the pain out of pre-existing conditions – Upcoming change for Customers

To help pet parents get the most from their pet insurance policies, we’ve recently made
some changes to how pre-existing conditions are handled for all PetMed pet insurance
policies. This applies to claims with a veterinary treatment date from 1 December 2020.

What is a pre-existing condition?
A pre-existing condition refers to any health condition (diagnosed or otherwise) that your pet has shown signs of before the purchase of a pet insurance policy (or its applicable waiting period), meaning the condition will not be covered under the policy.

To learn more about these upcoming changes please click on the link here.

Paper Claiming

If you would prefer to send us your claim through the post, please ensure you have the completed the following additional steps:

1. Complete a Petmed claim form

Download a Petmed claim form (right) or give us a call on 1300 732 172   (8.30am – 5:00pm EST, Mon – Fri) and we will post a form out to you. You need to complete and sign part 1.

2. Take the form to vet

Take it with you to the vet and ask them to fill out Section 2. Both you and your vet will need to sign the form.

3. Post us the form

Attach the original itemised invoices, payment receipts and consultation notes and post them in to:

Petmed Pet Health Insurance
Locked Bag 9021, Castle Hill NSW, 1765

 Petmed claim forms and downloads:

Download Petmed Health Insurance Brochure
Download Policy Booklet (includes PDS & FSG)
 Download Supplementary Product Disclosure Statement
Download Petmed Claim Form
Download Cruciate Ligament Form
Download Pre-existing Waiver Form
Target Market Determination Doc

Questions & Answers

At what age can I start my pet's insurance?

Young Pets Cover You can start your pet’s cover from 8 weeks of age and before their 9th birthday. Seniors Cover From 9-years to no upper age limit.
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Why are all Petmed plans comprehensive?

 All Petmed plans are Comprehensive plans. That goes for senior pets too! We want all our customers to have maximum cover for their pets. That means you are covered for all the same illnesses, injury, disease etc, regardless of the plan you pick.
The difference between plans comes down to:1. The Benefit percentage of the vet bill we will cover (65% or 80%)2. How much you can claim in any one year based on the Annual Benefit Limit.The Young Pets plan has benefit limits of ($5k, $10k or $18k). The Seniors plan has benefit limits of $5k, $12k or $15k.So you just need to pick the covers that you feel are affordable for your circumstances. 
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What's the difference between Young Pets and Seniors plans?

All pets have access to comprehensive care regardless of age. Under the Senior pets plan (aged 9 – 25 yrs) the Benefit percentage is reduced to 65% and the Annual Benefit limit you can claim up to is $15,000 and an excess of up to $199 applies. As you can expect a 15 year old dog has a much higher chance of becoming sick, hence the fair limitations on the plan.
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Can I visit any Vet?

Yes, you can visit any vet (other than yourself) that is licensed to legally practice as a veterinarian in Australia. Please note, although it is rare, if expenses incurred by you with respect to the Treatment significantly exceed what is reasonable and expected, having regard to the circumstances in which the Treatment was provided, then claim payments may be adjusted to the amount of reasonable and expected expenses.
If your Pet requires treatment, you can seek a claim pre-approval, whereby we can provide you with the details of your claim reimbursement. To request a pre-approval, simply call us on 1300 732 172.
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What is not covered?

Like most insurance policies, we have a few exclusions to keep your premiums affordable. These include pregnancy, elective procedures, foods/diet, grooming, behavioural problems, and pre-existing conditions that showed clinical signs before taking out the insurance. More information about exclusions is available in our Policy Booklet.
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Can I change my cover once I have applied?

You can upgrade to a higher cover on your policy renewal date or at any time as long as you haven’t made a claim on your current level of cover.Please refer to Policy Upgrades/Downgrades section in the PDS for limits and conditions involved. If you are not happy with your policy, you may cancel the policy within the first 21 days as long as you have not made a claim and any premium you have paid will be refunded in full.
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When does my policy start?

Your policy will commence at 11:59pm on the day that your proposal has been accepted by us. You can make a claim for a specified accidental injury as soon as your policy is effective. A 30-day waiting period applies for illness condition claims. Note that a 6 month waiting period applies for cruciate conditions, which may be waived if a Cruciate Ligament Exam Form is completed and signed by your vet on or after the policy commencement date and received by us within 14 days of the examination date.
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How much will I get back for the money I spend at my vet?

Depending on the cover you chose, you will receive 65% or 80% of the eligible cost of treatment for your dog or cat, subject to the annual benefit limits, optional per-condition excess applies and subject to terms and conditions as set out in the policy booklet.
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Are there any limits on the claims I can make?

Petmed will pay up to 80% of eligible vet fees less the annual optional per-condition excess you have selected, up to a maximum of $5,000, $10,000 or $18,000 in each twelve month period, depending on the plan you have chosen.
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How do you calculate my premium?

New policies
Your premium is calculated using a combination of factors about you and your pet. These factors can affect the premium amount up or down depending upon whether we believe it increases or decreases the risk to us, such as the cover you have chosen, the excess selected, the benefit percentage applicable to the cover you have chosen, where you and your pet permanently live, your age and the species, breed, gender of your pet, the current age of your pet, the age you first insured your pet, and other factors related to our cost of doing business. These same factors may be used to calculate your premium when you amend your coverage.
Renewing policies
Factors that are taken into consideration for renewal premium calculation include your pet’s age, breed, location, duration for which your pet has been insured, claims history, as well as data relating to the health of pets that are a similar age and breed. Each year we review premiums based on these factors to ensure we can accommodate the costs of possible treatment up to your annual benefit limit, in the event that your pet becomes injured or ill.
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Will my premium increase every year?

Yes, your premium will increase each year. This is for two main reasons:
Reason #1: Just like humans, the older our pets get, the more likely they are to have health hiccups. Cats and dogs age faster than we do, which means that their likely veterinary treatment costs go up rapidly each year too. As a result, the cost of insuring your pet will also increase as they get older.
Reason #2: Advancements in Veterinary Treatments. The overall cost of medical treatment for pets has increased in recent years due to the increased availability of medical treatments and technology-enabled services and ongoing demand for these services. The treatment options and advancements in technology are providing us with great opportunities to give our pets a great quality of life for longer. While this is great news for the care of our pets, these treatments come at a significant cost. Year on year treatment costs increase, and this is factored into the cost of pet insurance. Please see ‘How do you calculate my premium’ for more information about calculation of premiums.
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Will my premium increase even if I don’t submit claims?

Every year, we review the cost of everyone’s insurance with regards to a combination of factors as well as claims inflation across all our insured pets. Increases in our claims costs due to increases in the range of available veterinary procedures, or due to an increased take-up of those services, impacts everyone’s premiums. Your premium takes into account the average cost of care for pets like yours. To provide an example of this, a pet parent with a three-year-old French Bulldog will be affected by the trends we see in our data from hundreds of three-year-old French Bulldogs that we insure, as well as the specific claims history of their own pet.
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Is my premium calculated the same way as my Private Health Insurance?

No. Pet insurance does not work like health insurance. Health insurance is ‘community rated’, which means that everyone pays the same premium for their health insurance regardless of their individual health status, age or claims history. This is not the case for pet insurance. Health insurance providers are able to community rate health insurance because there are many other factors at play in the human health care system, such as Medicare and government rebates and subsidies, which is not the case with veterinary care and pet insurance.Pet insurance claim reimbursements are paid for purely by the premiums received by those who insure their pets. In order for each person to pay a fair price for their pet insurance, premiums vary depending on your and your pet’s risk factors.
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How long does it take for a claim to be processed?

Once we receive the documentation, your claim will be processed without delay and payment will be made either by cheque or directly into your nominated account.
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How long do I have to submit a claim after my pet had treatment?

We have recently made a change to our claims procedure. You no longer need to submit your claims within 90 days of treatment. There is no time limit to submitting a claim for your pet.
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Can I cancel my pet's policy?

You may cancel your policy at any time.  We understand circumstances can change and would like to see if we can help keep your cover active. Please call our customer service team on 1300 732 172 or send us an email at petmed@petsure.com.au so we can discuss your options. If you do decide to cancel, we will issue a pro-rata refund for the uninsured period where premiums are paid annually, less any applicable government or statutory charges. If you pay by instalments, we will not deduct any further premiums after the date of cancellation.
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