Claims FAQs

Petcover covers the treatment costs for veterinary fees attributed to accidents, injuries or illnesses which may happen to your pet, provided the condition did not occur prior to cover. After the cover has commenced, cover for injuries and accidents starts immediately on sign up (providing the injury did not occur prior to cover commencement); illness cover begins after the 21 day waiting period.
We would like you to submit your claim as soon as your pet has been treated by your vet. However, you are required to submit a claim within 12 months of your vets invoice date for the relevant accident, injury or illness treatment.
​Petcover can pay your vet directly as long as the following criteria is met:
- The treating veterinarian/clinic is happy to accept payment this way.
- Petcover is happy to pay the particular treating veterinarian/clinic this way.
We are unable to direct any treating veterinarian/clinic to accept direct payment on your behalf. Your treating veterinarian/clinic must complete and sign the Direct Payment Section on the claim form to begin this process.
Petcover will inform both the treating veterinarian/clinic and the policyholder if Petcover does not accept to pay the particular vet direct.
As per our PDS “If We receive a request to pay the claim settlement direct to a Veterinary practice, We reserve the right to decline this request.”
As a responsible pet insurer and advocate of responsible pet ownership, Petcover wouldn’t do anything to discourage our customers from getting their dog or cat treated when they are unwell or injured. It is for this reason that we do not have a ‘no claims discount’, as it may encourage people not to seek vet treatment for fear of losing their potential ‘no claims discount’.
Petcover is one of the only pet insurance providers that will cover the costs of treatment of a behavioural condition your vet has diagnosed.
Petcover does not cover preventative, routine or elective treatments. These treatments are expected and can be budgeted for. We provide insurance for unexpected injuries and illnesses. This is similar to how your car insurance generally does not cover routine service, tyre care or registration fees.
If you choose not to vaccinate your pet, that is your choice, but if the pet was to then get an illness for which a vaccine is available, you would not be able to claim for the costs of the treatment, as you have not taken all necessary precautions. If your pet is not vaccinated, it will not affect your claiming for an unrelated illness.