A pre-existing condition refers to any health condition (diagnosed or otherwise) that your pet has shown signs of before the purchase of a pet insurance policy (or the end of the applicable waiting period). Pre-existing conditions will not be covered under the policy.
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
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.
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.
Not all pre-existing conditions are created equal. To help pet parents claim for more eligible conditions, from 1 December 2020, pre-existing conditions are assessed depending on whether they are considered a temporary or a chronic condition.
A temporary pre-existing condition is a pet health condition that usually resolves with treatment. These will no longer listed be listed on your policy as an exclusion if your pet hasn’t shown signs of that condition for 18 months or more prior to your claim treatment date.
A chronic pre-existing condition is a pet health condition that requires ongoing care or is more prolonged in nature, so if your pet displays one of these conditions prior to the purchase of a pet insurance policy (or the end of the applicable waiting period), it will never be coverable under the policy.
Some of these conditions include:
- cruciate ligament conditions
- intervertebral disc disease
- hip dysplasia
- elbow dysplasia
- patella luxation
- endocrine diseases
- any other chronic condition
Important reminder: These exclusions only relate to pre-existing conditions.
If your pet requires treatment after the purchase of a pet insurance policy and its waiting period, all conditions outlined in the policy’s Product Disclosure Statement (PDF 929kB) will be eligible for cover for the life of the policy.
Let’s take a quick look at some examples to help differentiate the difference between a temporary pre-existing condition (which can be removed as an exclusion after the 18-month asymptomatic period), and a chronic pre-existing condition (which will always be excluded if pre-existing).
Before taking out a pet insurance policy, your pet Bella has a case of gastroenteritis (a tummy upset). The condition is treated and Bella recovers. Following the surprise episode, you decide to purchase a pet insurance policy for Bella to help with future, unexpected vet visits.
Two years later, Bella has another unrelated case of gastroenteritis. Can you claim for this condition?
Yes! The gastroenteritis is considered a temporary condition because:
- it resolved with treatment
- it’s not on the list of excluded conditions in the policy’s Product Disclosure Statement (PDS) (PDF 929kB)
- the two episodes were not related.
There were also more than 18 months between each condition.
Archie’s Luxating Patella
You’ve noticed your pet Archie is limping a little on his rear leg. Your vet diagnoses him with a luxating patella (a dislocating kneecap).
15 days ago, you took out pet insurance for Archie, meaning you’re currently mid-way through the policy’s waiting period for this condition. That means treatment for this condition is not covered by your policy given it arose during the applicable waiting period, as outlined in the PDS (PDF 929kB).
Two years later, Archie requires surgery for the patella luxation. Can you claim for this condition?
No. You and your vet were both aware of this condition during the pet insurance policy’s waiting period, so it’s not eligible for cover (as outlined in the policy’s PDS (PDF 929kB). Patella luxation is also defined as a chronic condition in the policy’s PDS (PDF 929kB), so as a result it remains ineligible for cover two years later.
Max’s Demodex Mites
Your puppy Max had Demodex mites 18 months before having a pet insurance policy, which resolved with treatment from your vet.
Two years later, Max is diagnosed with a new case of Demodex mites. Can you claim for this condition?
Yes! The first episode of Demodex mites was a temporary condition that resolved with treatment, and it’s not considered an excluded condition in the policy’s PDS (PDF 929kB). Max also didn’t show signs, symptoms or abnormality in relation to the condition for more than 18 months.
Daisy’s broken leg
You first got pet insurance for Daisy when she was just 10 weeks old. Now at age three, Daisy broke her leg and needs emergency treatment by your vet. Can you claim for this condition?
Yes! As your selected pet insurance policy provides cover for accidents like broken bones (as outlined in your PDS (PDF 929kB) and the policy’s waiting period has passed, the condition isn’t considered pre-existing (i.e. known to you or your vet prior to the commencement of your policy). Seeing as you’ve renewed your policy each year without a break in cover, you’re able to claim for Daisy’s broken leg.
All temporary pre-existing conditions are automatically removed from your pet insurance policy as an exclusion if your pet hasn’t shown signs or symptoms of that condition for 18 months or more, so there’s nothing more for you to do.
A chronic pre-existing condition is a pet health condition that requires ongoing care or is more prolonged in nature, so if your pet displays one of these conditions prior to the purchase of a pet insurance policy or its’ waiting period, it will never be coverable under the policy.
If you would still like to have a pre-existing condition on your pet insurance policy reviewed, you can do so anytime. Simply complete the pre-existing condition policy review form (PDF 73kB) with your vet and we’ll take care of the rest.
Frequently asked questions
Frequently asked questions
These FAQs have been prepared by PetSure (Australia) Pty Ltd, the administrator of your current Australia Post Pet Insurance, to inform you about how to continue with pet insurance at the end of your existing policy.
Your current pet insurance provider is retiring their plans and will not be providing pet insurance cover in the future. This means your policy will expire at the end of your current policy period. To ensure your pet remains protected, please contact PetSure (Australia) Pty Ltd, the administrator of your current policy to move to another policy.
Yes, any pre-existing conditions we have covered with your current provider will generally continue to be covered with the new provider, depending on the level of cover you choose. Any waiting periods already served will be waived.
You can choose the level of cover that suits your needs.
Pricing is specific to each provider and plan chosen. The premium therefore may not be the same as your current pet insurance provider. PetSure will be able to assist you with this.
If you have already served your waiting periods with your current pet insurance provider, you won’t need to serve any new waiting periods if you switch to a comparable pet insurance offered by PetSure, unless you’re adding illness coverage to the new policy and your old policy did not include cover for illness.
Yes, any Vet History you have previously provided will be transferred to your new policy.
Any claims you make under a new policy administered by PetSure will be handled in the same way. You’ll also have access to the Pet Portal where you can submit and track the progress of a pet insurance claim and find important policy documents anytime.
You will have a choice of payments with your new provider and all payments will continue to be administered by or on behalf of PetSure.
You can claim straight away for accidental injuries, but waiting periods also apply for certain conditions. The waiting periods that apply are:
- 30 days – for conditions covered under the Illness and tick paralysis sections.
- 6 months – for cruciate ligament conditions (these may be waived on application)
For more information, refer to the ‘Waiting Period’ definition within the Product Disclosure Statement.
We cover dogs and cats under our pet insurance plans.
We will reimburse you depending on the type of cover you choose – Bronze, Silver or Gold. For example, for an 80% Benefit Percentage, we will reimburse you up to 80% of the eligible vet expenses (excess and limits may also apply). For more information, read the Product Disclosure Statement (PDS).
With all of our pet insurance plans, you can choose any vet you like for your dog or cat, as long as they are licensed and currently registered in Australia.