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How Pet Insurance Claims Work in Australia

Dec 27, 2025
Factual information only — not financial product advice. This guide is illustrative and may not reflect every policy available in the Australian market. It is factual information about how pet insurance works, not financial product advice: VetCompare does not recommend whether to buy, keep or change pet insurance, or which insurer or policy to choose, and is not paid by insurers. Policies are issued by insurers. Before taking out, renewing or changing a policy, read the insurer's Product Disclosure Statement (PDS) and Target Market Determination (TMD) in full. Inclusions, exclusions, waiting periods, sub-limits and premiums vary between policies. For advice about your own circumstances, speak with a licensed financial adviser.

Introduction

Understanding the claims process helps avoid delays and unexpected costs. This guide explains how pet insurance claims are typically processed in Australia.

How the Claims Process Works

1. Pay the Vet

You pay the full veterinary bill upfront in most cases.

2. Submit a Claim

Claims are submitted online or via app. You'll need:

  • Itemised invoice

  • Vet notes or treatment history

3. Assessment by Insurer

The insurer reviews:

  • Policy coverage

  • Waiting periods

  • Exclusions

  • Annual and sub-limits

4. Reimbursement

If approved, you receive reimbursement based on your policy's reimbursement percentage, minus the excess.

Understanding Excess

The excess is your contribution toward each claim.

Common types:

  • Fixed excess per claim

  • Annual excess

  • Variable excess based on claim value

Higher excess reduces premiums but increases out-of-pocket costs per claim.

Reimbursement Percentages

Policies typically reimburse 70–90% of eligible costs. You pay the remainder.

What Is GapOnly®?

Some insurers participate in GapOnly®, which may allow eligible claims to be processed at the vet clinic, reducing your upfront payment.

Availability depends on:

  • Your insurer

  • The clinic

  • Your specific policy

Confirm participation and terms directly with your insurer.

Key Takeaway

Before relying on insurance for vet costs, understand:

  • Excess structure

  • Reimbursement rate

  • Claim submission requirements