If your Policy starts with a PC or you first purchased a policy on or after 25 March 2026, you have a Petbarn together with Petinsurance.com.au policy.

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• What is a Pre-existing Condition?

  A pre-existing condition is:

  •  A condition that existed or occurred prior to the commencement date of your first policy period or within any applicable waiting period; AND

  •  A condition that you were aware of, or a reasonable person in your circumstances would have been aware of, irrespective of whether the underlying or causative condition has been diagnosed.

  A pre-existing condition also includes a related condition or bilateral condition of a pre-existing condition.

• How do I apply to have a Pre-existing Condition reviewed?

  If your pet has had a temporary condition that was subject to the Pre-existing Condition exclusion, you can apply to have it reviewed. Your vet will need to certify and provide veterinary records verifying that the condition remains a temporary condition and has not existed, occurred or shown noticeable signs, symptoms or an abnormality for a period of 18 months.

  This can also automatically be reviewed when you submit your first claim.

  The Pre-existing Condition exclusion(s) will not be deemed to have been lifted unless agreed to by petinsurance.com.au in writing.

  Download a copy of the Pre-existing Condition Review form from our ‘Documents, Forms and TMD’s’ section.

  If your pet has a chronic condition that existed or occurred before the commencement date of your first policy period or during any applicable waiting period have, that condition will always be excluded from your policy.

• Can I claim through my vet?

  You have the option of claiming through GapOnly®. 

  As a pet parent, when your fur baby gets sick or injured, the last thing you want to be worrying about is whether you can afford treatment. Innovating the pet insurance claims experience, GapOnly® reviews and calculates your claim while you’re still at your vet clinic.
  
  Here are three simple steps:

  •  Let your clinic team know you’d like to submit a GapOnly® claim for your pet’s treatment.

  •  Your clinic will lodge a GapOnly® claim on your behalf, and it’s assessed within 10 minutes. Any longer and the team will let you know so you can decide whether you want to stay or have the claim processed as an eClaim instead. Once the claim’s been assessed and approved, you simply pay the gap and go.

  •  Once the claim’s been assessed and approved, you simply pay the gap and go.

  The ‘gap’ is the difference between the vet’s invoice and the eligible claim benefit under your policy.

  GapOnly® is available at participating Vets with an eligible pet insurance policy. Meet our partners at gaponly.com.au. Any advice is general and may not be right for you.

  Alternatively, many vets can submit your claims on your behalf directly to us via our paperless eClaims service. Ask your vet if they can do this for you at the time of settling your invoice.

• Can I make my claim online?

  For existing members please visit the PetPortal to submit your claim.

  •  Simply upload a copy of both the itemised invoice (a paid invoice that includes individual treatment items and costs adding up to the total amount paid) and the consultation notes from your vet visit, if you have them (these are the veterinarian’s medical notes from examination findings)

  •  If this is your first claim, you will need to provide your pet’s full medical history from all previous vets from the time you first owned your pet.

  •  If your pet was adopted at later age please supply documentation showing the date you took ownership and medical records since adoption.

  If your Policy number starts with GX:
  Access your pet portal here: SignIn | Petbarn Pet Insurance - Customer Service Portal

  If your policy number starts with PC:
  For existing members please visit the Pet Portal here: Sign In | CSP - Customer Service Portal

  For new members, sign-up to PetPortal

• Can I submit my claim via post?

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

  •  Print a claim form and fill in your details in Part 1 of the form

  •  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 and ensure your Vet includes his/her practice details on the attached invoice.

  •  Attach the original itemised invoices, payment receipts and consultation notes to the completed claims form and post them in to;

  If your Policy number starts with GX:
  Petbarn Insurance, Locked Bag 9021, Castle Hill NSW, 1765.

  If your policy number starts with PC:
  Petinsurance.com.au, Locked Bag 9021, Castle Hill, NSW 1765

• Can I submit a pre-approval of my claim?

  If your Pet requires Treatment and you wish to seek pre-approval of those costs. 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

  We will respond to you in writing with the outcome.

  To request a pre-approval:

  If your Policy number starts with GX:
  Call: 1300 618 412
  Email: petbarn@petsure.com.au

  If your policy number starts with PC:
  Call: 1300 618 412
  Email: petinsurance@petsure.com.au

  A pre-approval shall 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.