The easiest way to make a claim is by submitting a claim through the Pet Portal, but regardless of how you choose to claim, you no longer need a claim form.
To make a claim, you will need the following documentation:
For the first claim we also require vet consultation notes for the life of your pet. If you adopted your pet at a later age, we will need documentation showing the date you took ownership. To help assist us with obtaining this vet history, you can also add your vet details in the Pet Portal.
You can submit your claim without vet consultation notes but in some cases, we may not be able to process your claim without them. If this is the case, we may need to contact you or your vet/s which may result in a delay in processing your claim.
If submitting a claim via post, the same documentation needs to be submitted as above. All claim documentation must be original for postal claims and it must be accompanied by a completed claim form, that must be signed by you and your vet.
To know if an upcoming or specific treatment for your pet will be covered, you and your vet need to complete a pre-authorisation form prior to your pet receiving treatment.
Contact us so our team can send you a copy of the form to be completed by your vet, which will need to include the following:
To submit a pre-authorisation form you’ll need the following documentation:
Once received, you can expect to hear back from us within two business days. If the treatment has already started, a claim should be submitted.
If your pet has been free of clinical signs, symptoms or recurrence of the pre-existing condition (or any condition/s arising directly from the pre-existing condition) for at least 18 months since the original policy commencement date, you may request a review of the condition’s exclusion from cover.
To arrange a pre-existing condition review, you and your vet can complete this form. We will require copies of your veterinary records for 18 months up to the completion date of this form.
Once completed, you can email the form back to us, your review may take up to 15 business days to be completed and you will be notified of the outcome in writing.
Dogs and cats have a cruciate ligament located in their knee that helps to stabilise the knee joint. Sometimes, the cruciate ligament can either partially or completely tear and it generally requires surgery to repair it.
Cruciate ligament conditions irrespective of cause or origin, are subject to a six (6) month waiting period unless we agree to waive it. To do this, we need to receive a completed and signed ‘Cruciate Ligament Exam Form*’ from your vet within 14 days of the cruciate examination date certifying that your pet has been examined, at your expense, on or after the policy commencement date. You can email, fax or mail the form, if we receive it within the 14-day timeframe. We will notify you of the outcome in writing. Refer to your PDS for further terms and conditions
*This form can be found in your welcome pack or you can download it here.
If you miss a payment you will be notified by SMS, email or letter.
A policy may be cancelled due to non-payment if a payment is unsuccessful on three separate occasions. If you receive communication from us regarding a missed payment, make sure your payment details are up to date. You can update your bank details through your Pet Portal or contact us to discuss your payments.
With a lot of pet parents doing it tough at the moment, we're here to help. If you’re experiencing financial difficulty or are vulnerable for another reason and need help, please contact us at email@example.com.
Bear in mind that if your premium cannot be paid (for example there is not enough money in your nominated account) your bank may dishonour that payment, and you may be charged a dishonour fee by your bank. Neither Hollard nor PetSure will be responsible for dishonour fees charged by your bank or financial institution should this occur.
A benefit limit is the applicable total amount payable under your policy as specified on your Certificate of Insurance. This includes an overall annual benefit limit or sub-limits for a particular cover, item, condition or treatment.
For instance, sub-limits generally apply to consultation fees, emergency boarding, cruciate ligament conditions and tick paralysis treatments, depending on your level of cover.
If a benefit limit or sub-limit is specified on your Certificate of Insurance, we will not pay more than that amount. Additionally, we will not pay more than the overall annual benefit level specified in your Certificate of Insurance.
Note: benefit limits are subject to any applicable excess.