My vet said I don't have an active policy, what do I do?

We work with any licensed vet in Australia, including emergency clinics, hospitals, regional vet practices, mobile vets, specialty and referral vets and small animal vet clinics.  

Different vet practices can operate on different systems, so if you’ve come across an instance where your vet isn’t able to locate your Petsy policy, the best thing to do is to call us directly to verify your policy status. 

If you’d like the vet to submit a claim for you on your behalf, simply ask them to email a copy of the paid invoice and medical history through to claims@petsy.com.au. This is the quickest way to make a claim and you’ll receive an email notification once the claim has been received and is lodged for assessment. 

Alternatively, you can send us a clear photo of the paid invoice. Make sure it includes important details like the vet's contact info, the date of the invoice, and the amount you paid for. If we receive an invoice from you, we’ll reach out to your vet for a copy of the clinical notes. 

We usually process claims within 5-10 business days after we receive all required documents. Claims can be processed quicker if a pre-existing condition assessment was completed when you first set up your policy. We’ll keep you updated via email, so keep an eye on your inbox. To make sure reimbursements are processed quickly, please confirm that you have provided us with your correct bank account details.