Claims FAQs


We would like you to submit your claim as soon as your pet has been treated by your vet. However, you are required to submit a claim within 12 months of your vet's invoice date for the relevant accident, injury or illness treatment.

Petplan can pay your vet directly as long as the following criteria is met:
-          The treating veterinarian/clinic is happy to accept payment this way.
-          Petplan is happy to pay the particular treating veterinarian/clinic this way.
We are unable to direct any treating veterinarian/clinic to accept direct payment on your behalf. Your treating veterinarian/clinic must complete and sign the Direct Payment Section on the claim form to begin this process.
Petplan will inform both the treating veterinarian/clinic and the policyholder if Petplan does not accept to pay the particular vet direct.
As per our PDS “If We receive a request to pay the claim settlement direct to a Veterinary practice, We reserve the right to decline this request.”

As a responsible pet insurer and advocate of responsible pet ownership, Petplan wouldn't do anything to discourage our customers from getting their dog or cat treated when they are unwell or injured. It is for this reason that we do not have a 'no claims discount', as it may encourage people not to seek vet treatment for fear of losing their potential ‘no claims discount’.

If you choose not to vaccinate your pet that is your choice, but if the pet was to then get an illness for which a vaccine is available you would not be able to claim for the costs of the treatment as you have not taken all necessary precautions. If your pet is not vaccinated it will not affect you claiming for an unrelated illness.

Petplan is one of the only pet insurance providers that will cover the costs of treatment of a behavioural condition your vet has diagnosed.

Have you got a Question?

Or would you like further information on our insurance policies?

Contact our friendly and knowledgeable team today on   1300 738 225


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