Important information for Australia Post Pet Insurance policyholders

Pet insurance sold by Australia Post was underwritten by The Hollard Insurance Company Pty Ltd and administered by PetSure (Australia) until 31 May 2021. Our partnership with these insurance providers has now ended.

However, if you’re an existing pet insurance customer, your cover remains, and the service and claims teams are here to support you if you need to get in touch.  

Updating your details

If you have Australia Post Pet Insurance, you can update your home address or bank details by logging into your account. You can also do this by calling us on 1300 503 806 Monday to Friday, 9am-5pm AEST (public holidays excluded).

How to make a claim

Before making your claim, make sure you have your vet receipts on hand. Then, simply choose the way you'd like to submit your claim with us:  

1. Claim through your vet

Your vet may be able to submit your claim directly through their computer system.

There's no need for you to do anything else.

Ask your vet if they offer this service. If not, simply claim online.

2. Claim online

Manage your pet insurance claim online for faster, easier claims.

Using our online portal, you can upload your itemised vet receipts and supporting documentation (eg. consultation notes), along with your pet's medical history.

You can also manage your claim, update your banking details and view your insurance plan details at any time.

3. Claim by mail

Download our Pet Insurance claim form (PDF 100kb)

Complete the form and take it to your vet to fill in and sign.

Attach your original receipts with any supporting documents, and send to:

Australia Post Pet Insurance Claims
Locked Bag 9021
Castle Hill NSW 1765

Receive your claim

We'll send you a letter on the outcome of your claim. Most eligible claims are paid within five days into your bank account or by cheque.

Have questions? We're here to help. Call our pet insurance team on 1300 503 806.

Pet insurance claim checklist

To help us process your claim without delay, make sure you have completed these steps:

  • Submitting a pet insurance claim for the first time? Please include a statement of your pet's full history from your vet and any previous vets who may have treated your pet.
  • Make sure you've included itemised receipts, as well as any vet consultation notes and other supporting documentation where relevant.
  • If you're submitting your claim by mail, make sure your form has been signed by both you and your vet.
  • Keep copies of all of your claim documentation for your records.
  • You'll need to submit your claim within 90 days of your pet having the treatment. Accounts must be paid in full before you submit your claim.

Latest documents

Policy change: Taking the pain out of pre-existing conditions

To help pet parents get the most from their pet insurance policies, we’ve made some changes to how pre-existing conditions are handled for all Australia Post pet insurance policies. This applies to claims with a veterinary treatment date on or after 1 December 2020.

Terms, conditions, waiting periods and exclusions apply. Australia Post Pet Insurance is issued by The Hollard Insurance Company Pty Ltd (ABN 78 090 584 473 AFSL 241436) (Hollard), is promoted by Australian Postal Corporation (ABN 28 864 970 579, AR No. 338646) (Australia Post) and administered by PetSure (Australia) Pty Ltd (ABN 95 075 949 923 AFSL 420183) (PetSure). Australia Post is an Authorised Representative of Australia Post Services Pty Ltd (ABN 67 002 599 340, AFSL 457551). Australia Post will receive a commission which is a percentage of the premium paid to Hollard and PetSure may receive a portion of the underwriting profit, if any - ask PetSure for more details. Any advice provided is general only, has been prepared without taking into account your objectives, financial situation or needs and may not be right for you. Consequently, before acting on this information, you should consider the appropriateness of this information having regard to your objectives, financial situation and needs. You should obtain and consider the product disclosure statement (PDS) (PDF 929kb) in deciding whether to acquire, or continue to hold, Australia Post Pet Insurance. PetSure can be contacted by telephone: 1300 503 806, by mail: Locked Bag 9021, Castle Hill, NSW 1765 or by email: auspost@petsure.com.au