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Make a Pet Insurance Claim

Once you're covered with AA Pet Insurance, you'll have 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 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

If you have any questions, please get in touch with our friendly team by phone or email.  

Phone: 0800 700 555

Email: claims@aapet.co.nz

Make a claim

How to make a claim

We understand that it can be quite stressful when your pets get sick or injured, and that caring for them is a top priority.

To make the claims process go smoothly, submit your claim as soon as you can with all the details and documentation needed to support it, for example:

  • Itemised invoice
    • This means an invoice that has a breakdown of costs for the treatment you’re claiming for. The invoice needs to confirm the amount that has been paid, or other proof of payment must be supplied.
  • Consultation notes
    • Just like our GPs, vets keep a record of each visit. To be able to assess your pet’s claim, we need a copy of the vet’s consultation notes for the date your pet’s treatment took place.
  • Vet history
    • Sometimes we ask for additional vet history to make sure we have all relevant information for your pet. To make sure that your claims can be processed quickly, you can supply a complete record of the visits that your pet has made to the vet. You only need to submit this once and we’ll keep a record of it for future claims.

Want to know if you are covered prior to treatment?

You can check out the Pet portal for a summary of your coverage or refer to your Policy Document and Certificate of Insurance for all your coverage information. 
 
Pre-approvals aren’t mandatory, but can provide you with additional reassurance, so if you want to know if an upcoming or specific treatment for your pet will be covered, all we need is for you to email us at claimreview@petsure.com.au with the following: 

  • Policy number or Policy Holder and Pet Name 
  • Name of the condition being treated and the proposed procedure 
  • 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!) 

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

AA pet insurer

The Insurer

AA Pet Insurance policies are issued by The Hollard Insurance Company Pty Limited (Hollard), distributed by The New Zealand Automobile Association (Incorporated) (AA), and are administered and managed by PetSure (Australia) Pty Limited (PetSure).

Financial Strength Rating

The Hollard Insurance Company Pty Ltd has a financial strength rating of A (Strong) issued by Standard & Poor and for further details about this, please click here.

Financial advice

This is general information only and it is not financial advice. This information does not take into account your specific financial situation, needs, or goals. Please consider the relevant Policy Document available here to ensure these products meet your needs. Terms, conditions, limits, and exclusions apply. Waiting periods and excesses may also apply.

AA does not guarantee the obligations of, or any products issued by, Hollard. AA may receive commission payments as a result of the arrangement of AA Pet Insurance policies. 

5% AA Member discount available on new policies.

Terms and conditions apply.*

More Information

> Contact us

> Policy Document

> Complaint Process

> Terms and Conditions

> About Us

> Pre-Existing Conditions

> NZAA Financial Advice Provider Disclosure

> NZAA Privacy Policy

* 5% AA Member discount available when you provide us with your valid AA Membership number on application.