Making a Claim for your pet
Phone
For all claims and status updates
1800 999 738
Online
Something has happened
to my pet
If you need to notify us of a claim because your dog or cat has been treated for an injury or illness please fill in the accident and illness claim notification form.
My pet has caused injury or damage to something or someone else
If your pet has caused injury to another animal or person, or caused damage to property, please notify us through the third party liability claim notification form.
Claims and Pre-Approval Process
To find out more about the Claims and Pre-Approval processes click below for in-depth information explaining the steps of making Claims.
Standard claim process*
The standard claims process outlines the usual process a pet owner goes through when dealing with a claim post-treatment.
Treatment by Vet
Initial payment made by owner. To be claimed back through Vets Choice.
Notification for claim
Owner to notify Vets Choice of a claim. This can be done via phone or online.
Provide proof
Owner to provide proof of treatment and Vets Choice team to obtain pet patient history from vet.
Initial assessment
Vets Choice assess claim information and documentation.
Treatment assessment
Vets Choice liaise with Vet to assess treatment and history. Possible further information required by owner.
Claim finalisation
Vets Choice make decision on claim and notify
owner of outcome and payment where necessary.
Vet advises non-emergency treatment required
Owner goes to vet and vet advises treatment for pet can be scheduled.
Notification for claim
Owner to obtain itemised estimate of treatment costs and notify Vets Choice of the claim. Vets Choice team to obtain pet patient history from vet.
Initial assessment
Vets Choice assess claim, including vet history and estimate of treatment costs and advise if pre-approval can be provided. (usually takes 3 – 7 business days)
Pre-approval confirmed
Vets Choice provide confirmation of pre-approval. Excess to be paid by owner. Confirmation of pre-approval is then provided to the vet.
Treatment & payment
Treatment is provided to pet. Vets Choice team will pay vet directly.
Claim finalisation
Claim closed.
What you need before making a claim
On the first claim
On a first claim, we may require the pet’s full clinical history from the current treating vet and any previous treating vets. This is a record of all visits the pet has made to a vet. The Vets Choice team will obtain this on your behalf, in the event of a multiple vet clinic history we may require assistance from the owner.
Proof of Claim
We require proof of the claim including itemised tax invoice/s, payment receipt/s
and applicable consultation notes.
Where there is a need for clarification or information on a claim, we may contact the treating vet and any previous treating vets.
If the pet was injured by another animal or person or vehicle. After assessment and/or treatment you can begin your claims process through either phone or online.
If the pet was injured by another person (maliciously or accidentally), then you must report the incident to the Police and/or appropriate authorities (eg local municipal council).
We need the following
information for these claims:
- The circumstances of the incident.
- Contact details for other parties or witnesses to the incident.
- Any digital evidence, e.g. phone video or dash cam video.
- Confirmation the matter was reported to the Police/relevant authority.
Examples of how a claim is settled
Benefit level claim scenarios
These examples show how an average claim is settled with the difference shown between the two options of benefit level, with $200 excess, and $12,000 annual limit. Each of these options is chosen at the point of purchase of the policy.
Scenario 180% Benefit level Excess: $200 Annual limit: $12,000 | Scenario 2100% Benefit level Excess: $200 Annual limit: $12,000 |
Approved invoice for emergency surgery of a foreign object: $5,950 Amount paid by Vets Choice: $4,600 | Approved invoice for emergency surgery of a foreign object: $5,950 Amount paid by Vets Choice: $5,750 |
Out of pocket: $1350 Any future claims in the remainder of the policy period can be paid up to $7,400 | Out of pocket: $200 Any future claims in the remainder of the policy period can be paid up to $6,250 |
Sub-limit claim scenario
These examples show how an average claim is settled with the difference shown between sub-limit levels of the same claim. The examples include a policy with an 80% benefit level, $200 excess, and $12,000 annual limit. Each of these options is chosen at the point of purchase of the policy.
Scenario 180% Benefit level Sub-limit: $3,300 Excess: $200 Annual limit: $12,000 | Scenario 280% Benefit level Sublimit: $5,300 Excess: $200 Annual limit: $12,000 |
Approved invoice for emergency surgery of a foreign object: $5,500 Amount paid by Vets Choice: $3,100 | Approved invoice for emergency surgery of a foreign object: $5,500 Amount paid by Vets Choice: $4,240 |
Out of pocket: $2,200 Any future claims in the remainder of the policy period can be paid up to $8,700 (sub-limit still apply) | Out of pocket: $1,260 Any future claims in the remainder of the policy period can be paid up to $7,760 (sub-limit still apply) |
*The processes shown outline common lifecycles of a claim, the process may vary depending on individual circumstances.