How can I request a Pre-Existing condition Assessment?

Requesting a pre-existing condition assessment is straightforward. Simply email us at hello@petsy.com.au or call us at 1300 952 790.  

Let us know about the veterinary clinics your pet has visited, and we'll take it from there. The process typically takes 5-10 business days depending on how quickly we hear back from your vets.  

After we review your pet’s medical history, we'll inform you of the outcome and, if applicable, issue an updated Certificate of Insurance. 

Here’s what happens during the assessment: 

Collecting Medical Histories: We’ll reach out to the vets you've visited to gather all the medical records for your pet. 

Reviewing Records: Once we have all the information, we’ll identify any pre-existing conditions (if applicable) and assess whether they’re temporary or chronic to determine if these conditions might be eligible for coverage in the future. We’ll provide details on when and how you can request a review, including any supporting documentation needed from your vet. 

Updating Your Coverage: If changes are made to the status of any pre-existing conditions based on the assessment, your Certificate of Insurance will be updated to reflect this. 

Please remember, for reviewable pre-existing conditions, lifting exclusions is not automatic once the review periods end. Exclusions will only be removed with sufficient medical evidence confirming that the pre-existing condition has been successfully treated, cured or resolved. If a condition is deemed as non-reviewable, it will remain permanently excluded from coverage. 

We strive to complete a pre-existing condition assessment for every member, based on the medical history provided by your vets. Please note there are some rare instances where we’re unable to complete a pre-existing condition assessment —eg.  if the medical history is insufficient or there are particularly large gaps between historical records, previous vet practices have permanently closed or uncontactable, or if shelter records are limited. 

In these instances, we will do our best to evaluate the information available at the time of your first claim.  

For pets without any medical history, we recommend booking a medical check-up and using a request for waiver form to help establish a medical record for the assessment.