Frequently asked questions

How do I make a claim?

There are many ways to claims:

  • Pre-approval: you can provide us with the itemised estimate of costs from your Vet, along with the treatment required and relevant clinical records and/or veterinary history, and we will respond to you in writing with the outcome. For more information on how this works, please refer to the Claims page.
  • Pet Portal: You can submit a claim via Pet Portal. Not registered? Register now.
  • eClaim: Alternatively, your Vet may be able to submit your claim for you in-clinic electronically once you’ve paid your invoice (sometimes referred to as an eClaim). Once lodged you can check your claim’s status online via the Pet Portal.
  • Paper Claim:  You can also submit a paper claim by completing a Medibank Pet Insurance Claim Form. You can get a copy on the Useful Documents section of the website or can contact us by calling.

It's important to note if you're lodging your first claim you'll need to attach the relevant veterinary history for your pet. Once you've provided this information, there's no need for you to submit it again.

Once we receive the documentation we need, your claim will be processed and payment will be made to the policyholder by cheque or directly into a nominated account.

Aside from your first claim, in many cases, your claim can be processed directly without veterinary records being required. However, in some cases, the relevant veterinary records may be requested to assist in understanding some aspects of your claim to ensure it is processed correctly and fairly. Sometimes this can result in a delay in payment of claims.

Find out more about claiming

Things you should know

Medibank Pet Insurance is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, is arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and is promoted and distributed by PetSure’s Authorised Representative (AR) Medibank Private Limited ABN 47 080 890 259, AR 286089. Terms, conditions, waiting periods and exclusions apply. 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) to ensure this product meets your needs before purchasing. PDS and Target Market Determination available at

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