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.
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.
Standard pre-approval claim process*
The standard pre-approval claim process outlines the usual process a pet owner goes through when dealing with a claim pre-treatment for non-emergency situations.
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.
Example of how a claim is settled?
For any approved claim costs, we will pay 100% back less any relevant excess up to the sub-limit (if subject to a sub-limit) or up to the annual limit of $12,000.
This could look like this:
If no sub-limit applies
The vet fees claimed are $1,200 and are approved in full.
The excess is $200.
We will pay $1,000 ($1,200 less $200 excess) to the Pet Owner.
Any future claims in the remainder of the policy period can be paid up to $11,000.
If sub-limit applies
The vet bill for tick paralysis was $4,000.
The excess is $200.
The tick paralysis sub-limit is $2,500.
We will pay $2,500.
As the limit has been reached, no future claims will be paid for this sub-limit within the policy period. When the new policy period begins the sub-limit will be back to the original amount.
Any future claims in the remainder of the policy period can be paid up to $9,500.
*The processes shown outline common lifecycles of a claim, the process may vary depending on individual circumstances.