Q. How do I make a claim? A. The easiest and quickest way to claim is to sign up to our Manage Policy portal – where you can submit (upload) your claim documents and check it’s progress . You can also complete and submit (mail or email) a Petsecure claim form . You and your vet will need to complete the appropriate sections on the form. (We suggest you print off and take the form to your vet when you have treatment). Then just send your completed claim form together with all original itemised invoices and payment receipts to: Petsecure Claims Department Locked Bag 9021 Castle Hill, NSW 1765 or email: petsecure@petsure.com.au Q. For ongoing treatment, do I need to wait until the treatment has finished before I can make a claim? A. No, you don’t need to wait. You can make a claim at any time. Q. What if I need to make a claim when I’m on holiday? A. You can make a claim even on holiday. Just follow the normal claim request by downloading a claim form and mail all relevant original documents to us. Q. How long do I have to wait before making a claim? A. There is no waiting period for accident claims – you can claim as soon as your policy is effective. A 30-day waiting period applies for illness claims. A six month waiting period applies for cruciate conditions unless your vet certifies that no cruciate conditions exist on joining. There is no time limit to submitting a claim for your pet. Q. What is the most I can claim? A. If you choose Accident Cover you can claim up to $8,000 per year. If you choose Accident and Illness Cover you can claim up to $12,000 per year. Q. Do you always need medical records to process my claims? A. Yes, please attach only original itemised invoices and payment receipts. This will help us process your claim quickly and accurately. Q. How long do I have to submit a claim after my pet has had treatment? A. Our claims procedure has recently been changed which means 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. Q. Can I visit any vet? A. 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. Q. Can I get pre-approval for a claim? A. 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 855 160.

Q. Can I visit any vet? A. Yes, you have the choice to use any licensed vet in Australia. Q. If I change my mind about Petsecure, can I cancel the pet cover? A. You may cancel the policy within 21 days of the start of the cooling-off period and as long you have not made a claim, any premium you have paid will be refunded in full. After 21 days you may cancel your policy by written notification. Cover ceases at the time Petsecure receives your written notification. If you have paid the annual premium in full, the portion of the premium that reflects the remainder of the policy period will be refunded to you. If you pay by instalments we will not deduct any further premiums after the cancellation date. Q. How do I renew my pet insurance policy? A. To make it simple for you, and to ensure you cover continues to be in place for you, your policy is automatically renewed, as long as premium payments are current and up-to-date . Q. Can my pets be covered in Quarantine? A. When pets arrive in Australia and enters quarantine, contact Petsecure to set up a policy/policies. Unfortunately we cannot cover pets whilst in quarantine, but as there is a 30 day waiting period for illness you can start the Policy 30 days before they are due to leave quarantine, which means they will be covered when they get home. Q.How do I keep my pets safe A. We think that pets who have a tag attached are safer as their owners can be identified more easily, and the pets returned home. You can get a quality pet id tag from only $12.40 through our partner PetIDTag with a 20% discount. If you want to purchase a PetID Tag, visit www.petidtag.com.au, and enter Promo Code INTRO20 at checkout to get your 20% discount.

FAQs Archive - Page 2 of 2

Claims

Q. How do I make a claim? A. The easiest and quickest way to claim is to sign up to our Manage Policy portal – where you can submit (upload) your claim documents and check it’s progress. You can also complete and submit (mail or email) a Petsecure claim form. You and your vet will need to complete [...]

2023-05-01T16:50:23+10:00By Admin|0 Comments

Waiting periods

Q. Are there any waiting periods? A. Accidental Injury will be covered as soon as your policy is effective and illness will be covered 30 days after your policy effective date. A six month waiting period applies for cruciate ligament conditions unless your vet certifies that no cruciate ligament conditions exist on joining. Q. Can [...]

2021-09-14T13:51:43+10:00By Admin|0 Comments

General

Q. Can I visit any vet? A. Yes, you have the choice to use any licensed vet in Australia. Q. If I change my mind about Petsecure, can I cancel the pet cover? A. You may cancel the policy within 21 days of the start of the cooling-off period and as long you have not [...]

2021-09-14T13:53:43+10:00By Admin|0 Comments

How do I make a complaint?

Q. How do I make a complaint? The satisfaction of our customers is very important to us. Unfortunately from time to time there may be misunderstandings, you may feel less than satisfied with the products and services we provide or you may wish to dispute the outcome of a decision. If this is the case, [...]

2023-05-01T16:47:33+10:00By Admin|Comments Off