Help & support
If your pet needs vet treatment, you can request an optional pre-approval for confirmation and reassurance that they’re covered.
To lodge a pre-approval, you (or your vet, if submitting on your behalf) will need to provide, in writing:
PetSure will respond to you in writing with the outcome within two business days.
Note: A pre-approval will not be deemed to be valid unless PetSure has agreed to it in writing. The reimbursed amount may vary from the pre-approval if the treatment provided by your vet differs from the treatment request in the pre-approval.
To request a pre-approval:
Call us: 1300 913 575
Email us: claimreview@petsure.com.au
Visit one of over 1,000 GapOnly® enabled vets around Australia and make a GapOnly® pet insurance claim on-the-spot.1
Learn more about GapOnly® and find your closest participating vet.
Let your vet know you’d like them to submit a GapOnly® claim on your behalf.
Your claim will be assessed, generally in around six minutes.
Once processed, you only need to pay the gap (the difference between the vet’s invoice and the claim benefit calculated).
If GapOnly® isn’t available at your vet, there are other ways to make a pet insurance claim. If this is the case, the cost of the treatment must be paid upfront to your vet in full before you submit a claim, so you will need to plan accordingly.
Have the following documents handy:
After paying for your pet’s vet treatment in full, log on to the PetSure Pet Portal, upload your documents and submit your claim.
Once you pay your vet, you can authorise them to lodge a claim digitally on your behalf.
PetSure will still communicate with you regarding the status of your claim, and you will still need to pay for the vet expenses upfront.
Fill in the pet insurance claim form with your pet’s personal information and sign.
Take the claim form to your vet and ask them to complete Part 2 in full and sign the form.
Send your claim documents and the signed claim form to:
CBA Pet Insurance
Locked bag 9021
Castle Hill, NSW, 1765
Download a claim form or call 1300 913 575
Once you send through the required information, your claim will be assessed, and you’ll be notified of the outcome via your preferred method of communication (post or email).
In some instances, you may need to submit more information to process your claim such as medical history or pathology/laboratory results. PetSure will contact you or your vet(s) if required.
Once approved, PetSure will pay the claim benefits to you directly within 5-10 business days.
For more information about how claims are handled, please refer to the Claims section of your PDS.
For both Classic Cover and Plus Cover, the following waiting periods apply from the commencement date of the first policy period:
Booster Care cover has the following waiting periods:
If your pet shows signs or symptoms during the waiting period for a condition that may or may not need treatment, the following will happen:
PetSure will assess your claim in accordance with the benefit percentage stated on your certificate of insurance (which can be 70%, 80% or 90% depending on your level of cover).
The claim is then also subject to the annual benefit limit, Booster Care limit (where applicable), exclusions, waiting periods, any applicable sub-limits and excess.
Check your certificate of insurance for details.
To view examples of how PetSure settles claims, refer to the PDS.
1. Make sure you speak to your vet as soon as possible to address pet health care concerns early on, before they become serious. The expenses associated with treating serious pet health conditions can become significant if left untreated.
2. Consider using vet telehealth for non-emergencies. VetChat offers access to video and live message consultations, where you can connect with qualified vets for advice and triage. Pet insurance customers have complimentary 24/7 access to Australian registered, experienced vets with VetChat. Customers can get immediate and trusted vet advice anytime, from anywhere, with live online support.2 If in doubt – visit your vet.
3. Choose a GapOnly® enabled vet and ask your vet if you can pay with GapOnly® to help minimise upfront out-of-pocket expenses on eligible claims.1
4. Understand how your selected policy excess and benefit percentage can impact on your out-of-pocket expenses when you make a claim. For example, choosing a lower excess and a higher benefit percentage will increase your premium, but can help lower your out-of-pocket costs at claim time.3 Refer to the PDS for more information.
A pre-existing condition is:
A pre-existing condition also includes a related condition or bilateral condition of a pre-existing condition.
If at any time you’d like to check whether a pre-existing condition is covered, please contact PetSure on 1300 913 575.
There are some general exclusions such as pre-existing conditions, dental procedures (unless you have Booster Care), elective treatments and procedures, breeding or obstetrics, and routine or preventative treatments (unless you have Routine Care (non-insurance benefit)).
Refer to the PDS for a full list of what isn’t covered.
1 The gap is the difference between the vet’s invoice and the eligible claim benefit under your pet insurance policy. GapOnly® is a trademark owned by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183. GapOnly® is available on eligible claims at participating vets with a pet insurance policy from a GapOnly® pet insurance partner. Please visit GapOnly® to search for GapOnly® enabled vets.
2 VetChat is a non-insurance product that is separate from the pet insurance product and is separately provided by VetChat Services Pty Ltd (VetChat). VetChat is a related company of PetSure (Australia) Pty Ltd. VetChat consult membership and consultations are subject to VetChat’s general Terms and Conditions, including the Privacy Policy which are available online at www.vetchat.com.au. For the full terms of this offer, visit http://cbainsurance.vetchat.com.au/terms-and-conditions. Once you are a policyholder, register for VetChat at http://cbainsurance.vetchat.com.au/signup to access your complimentary VetChat consult membership during the current policy period. PetSure may withdraw or extend this offer at any time without notice.
3 Depending on your level of cover. Policy T&Cs, limits, exclusions and waiting periods apply. Sub-limits and excess may apply.
Pet Insurance is issued by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted and distributed by the Commonwealth Bank of Australia ABN 48 123 123 124, AFSL 234945 (CBA). PetSure is not part of the CBA Group. CBA and its related entities do not sell, issue or guarantee the obligations or performance of PetSure or the products PetSure offers and this insurance product does not represent a deposit with or liability of either CBA or any of its related bodies corporate. If you purchase a pet insurance policy, CBA is paid a commission. This information has been prepared without considering your objectives, financial situation or needs. You should, before acting on this, consider the appropriateness of the product to your circumstances. A Combined Financial Services Guide and Product Disclosure Statement is available by downloading it from commbank.com.au, by calling 1300 913 575, and should be considered before purchasing, or choosing to continue with the product.
PetSure has prepared a Target Market Determination (TMD) which describes the class of consumers that comprise the target market for this product. The TMD is available at https://www.commbank.com.au/insurance/brochures-forms.
To find out how PetSure manages your personal information, please refer to PetSure’s Privacy Policy.
