Can’t find the answer? Please email us at customercare@petsecure.com.au
We can change and update your payment details over the phone in minutes. Please give us a call on 1300 855 160 and we can sort it out immediately.
Q. How do I make a claim?
We’ve simplified our claims process to ensure that you receive your benefit as quickly as possible
Option 1 – Your vet submits your claim
You can have your claim processed on the spot if your vet clinic is a GapOnly® partner. GapOnly® reviews and calculates your eligible claims while you’re still in-clinic, so you only have to pay the gap between your pet insurance benefit and your vet invoice for eligible claims. Ask your vet or check here to see if they are signed up for GapOnly® claiming yet.
Option 2 – Submit your claim online
o You can register or log in to My Pet Account (Manage Policy Portal)
o Simply upload a copy of the itemised invoice and the consultation notes from your vet visit into your Manage Policy portal Account.
o If your pet was adopted at an older age please supply adoption paperwork and medical records since adoption.
Option 3 – Send your claim in the mail
o To make things as quick as possible we recommend that you download a claim form and take it with you to the vet. You can also email us on customercare@petsecure.com.au or call us on 1300 855 160 and we can mail some forms to you.
o Fill in you and your pet’s personal information and sign the claim form.
o Take the form to your vet, and during or after the consultation ask your vet to complete in full Part 2 and sign the form.
o Attach the original detailed itemised invoices and payment receipts to the completed claim form. Please do not staple documents.
o Ensure your vet includes their practice details on the original invoice.
o Then mail your completed claim form to: Petsecure, Locked Bag 9021, Castle Hill, NSW, 1765 Should you have any questions please call us on 1300 855 160 between 8:00am and 8:00pm (AEST), Monday to Friday (except public holidays).
Your claim will be processed without unnecessary delay, and will generally be paid within 2-3 working days provided all the documentation has been sent. If you have any queries don’t hesitate to contact your policy administrator by calling 1300 855 160 or sending an email at petsecure@petsure.com.au
Q. How do I make a complaint?
All references to ‘we’, ‘us’ and ‘our’ in this section refer to PetSure (Australia) Pty Ltd, the administrator of your policy.
The satisfaction of our customers is very important to us and we hope you never have reason to complain but, if you do, we will do our best to work with you to resolve it. Our complaints resolution process has three steps.
Please let us know if you require additional assistance to lodge a complaint.
1. Immediate Response
If you have a complaint, we will take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.
Please contact us using one of the following means:
Phone: 1300 855 160
Writing: PetSecure
Customer Service Complaints
Locked Bag 9021,
Castle Hill, NSW 1765
Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.
2.Internal Dispute Resolution
If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1 – Immediate Response’), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business days of being escalated.
The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.
3. External Dispute Resolution
In the event your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.
AFCA is an independent dispute resolution service provided free of charge.
You may contact the Australian Financial Complaints Authority (AFCA) at:
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678 Website: afca.org.au Email: info@afca.org.au