Making a claim

When it comes time to submit a pet insurance claim, chances are you’ll be a little stressed with your pet being unwell, so you’ll want a process that’s simple and gets your eligible vet expenses reimbursed as quickly as possible. There are a few different ways to submit a pet insurance claim, with options and time taken to be reimbursed varying by providers, so research is key depending on what’s most important to you. Let’s look at the ways to submit a pet insurance claim:

Medibank Pet Insurance

GapOnly ®

GapOnly®~ is a service that enables same day, in-clinic claims processing. This means you can claim on the spot and only pay the gap (the difference between the eligible vet’s invoice and what’s covered under your pet insurance policy). It helps keep the focus on the health of your pet (not the cost of treatment), with the added convenience of less paperwork, and same day processing.

To use GapOnly®, first check your vet is GapOnly® enabled by visiting the Vet Finder. If they are, simply let your vet know that you’d like to submit a GapOnly® claim the next time you have an appointment, or better still, at the time of booking your appointment. It’s best to let your vet know that you intend to use GapOnly® for your pet insurance claim as early as possible so they can prepare your claim ahead of time to minimise any possible delays. The vet will contact the claims team electronically, while you wait. No forms and no long wait. 

Electronically by your vet

More than 1,050 vets across Australia can submit your pet insurance claim for you in-clinic electronically – otherwise known as an eClaim. This is the next fastest way to claim, with claims typically processed within 5-10 business days. This service is available with all Medibank pet insurance policies.

Claim pre-approval

Pre-approvals aren’t mandatory but can provide you with additional reassurance. If you want to know whether an upcoming treatment for your pet will be covered, email with the following:

  • Policy number or Policy Holder and Pet Name
  • Name of the condition being treated and the proposed procedure or treatment
  • Name of your regular vet and the vet where the procedure will take place
  • An itemised estimate of costs relating to the procedure (optional- if you have it!)      

We will respond to you in writing with the outcome.

Once we receive this information, you can expect to hear back from us within two business days. 

Note: A pre-approval will not be deemed to be valid unless we have agreed to it in writing. The reimbursed amount may vary from the pre-approval if the treatment provided by your vet differs from the treatment request in the pre-approval..

To request a pre-approval:

Call us:  132 331

Email us:


Electronically through an online customer service portal

All Medibank pet insurance policies will come with access to an online customer service portal, that conveniently houses key policy documents for easy reference, and features to submit a pet insurance claim online and track its progress in real-time. Outside of submitting an eClaim through your Vet, this is the next fastest way to claim, with the added benefit of being available 24/7 online.

How to make a claim online via Pet Portal:

  • Existing members: please visit the pet portal to submit your claim.
  • New members: you will be sent an e-mail/text message to sign-up to pet portal

Simply upload a copy of both the itemised invoice and the consultation notes from your vet visit. In some instances, we may require more information to process your claim, such as previous medical history or pathology results. If this is the case, we will contact you for more information. If you adopted your pet, we will need documentation showing the date you took ownership.

Our pet portal helps you:

  • Lodge, track and manage your claims
  • Update your payment details
  • Update your personal details
  • Update your vet details
  • View and download your policy documents
  • View our Help Centre which helps answer common questions on claims, premiums, product features and much more.


Posting a paper claim

The final way to submit a pet insurance claim is to fill out a claim form together with your Vet, and ensure supporting claim documentation such as the original itemised invoice(s), receipts for payment and veterinary notes, are included for assessment before posting it in. Once the claim is received in the mail it will typically be processed within 5-10 business days.

If you would prefer to send us your claim through the post, please ensure you have completed the following additional steps:

  1. Print a claim form and fill in your details.
  2. Take it with you to the vet and ask them to fill out Section 2. Both you and your vet will need to sign the form.
  3. Attach the original itemised invoices, payment receipts and consultation notes and post them to the following address:

Medibank Pet Insurance

Locked Bag 9021,

Castle Hill, NSW 1765

Important points to know when making your claim

  • You have completed the claim form
  • You have attached the relevant vet notes
  • You have attached the original itemised invoices and receipts
  • You and your vet have signed the form
  • We’ll cover up to 70%, 80% or 90% of your eligible vet bills, depending on your level of cover.
  • We aim to have your claim processed within 5-10 working days
  • Payments will be made directly into your bank account

Downloadable forms

The following forms are available on the useful documents page

Things you should know

~ Available at participating vets, find your nearest GapOnly® Vet here. The gap is the difference between the vet’s invoice and the eligible claim benefit under your pet insurance policy.  GapOnly® is a trademark owned by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183. GapOnly® is available on eligible claims at participating vets with a pet insurance policy from a GapOnly® pet insurance partner.

Depending on your level of cover. Policy T&Cs, limits, exclusions and waiting periods apply. Sub-limits and excess may apply. Extra care limit may apply (where applicable).

The information provided is general information only and is not a substitute for professional veterinary medical advice. Medibank Private does not guarantee the accuracy of any of the information, representations or advice contained. To the extent permitted by law, Medibank Private accepts no responsibility for any loss, injury or inconvenience sustained by readers of this website as a result of or in connection with the information contained on this website (whether by way of negligence or otherwise).

Pet Insurance

Medibank Pet Insurance policies entered into for the first time prior to 30 August 2023 and subsequent renewals of those policies are issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted and distributed by PetSure’s Authorised Representative (AR) Medibank Private Limited ABN 47 080 890 259, AR 286089 (Medibank).

Medibank Pet Insurance policies entered into for the first time on or after 30 August 2023, and subsequent renewals of those policies are issued by PetSure and promoted and distributed by PetSure’s AR, Medibank.

Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) ensure this product meets your needs before purchasing, or choosing to continue with the product. PDS and Target Market Determination available at