Making a claim is
quick and easy

Lodge a claim online or by phone and we won’t ask you to complete any paper claims forms. We’ll even contact the vet for you. Log in to get started.

How to make a claim

Submit a claim in two shakes of a tail

Before You lodge a claim, you can call our customer care team on 1300 633 811 to find out if a Condition / Symptom or Treatment is likely to be covered.

If we tell you a Condition or Treatment is not likely to be covered, you still have the right to lodge a claim.


Your proof

Get a copy of your paid invoice and your Vet’s clinic notes or pet’s full medical history if this is your first claim.


Log into your Stella Account

Log in online from any device and select the Pet’s policy you wish to make a claim for.


Make a claim

Select ‘New Claim’, take a photo or upload your invoice and tell us what happened. Click ‘Submit’ and you’re done.

Confirming the receipt of your claim only takes a few minutes.

We will contact your Vet for a copy of the clinic notes that relate to the invoice. If this is your first claim, we will also ask your pet’s previous Vets for full medical history unless a Pre-existing Symptom and Condition1 assessment has already been completed.*

You should submit your claim within ninety (90) days from the date of Treatment.

1 Pre-existing Symptom and Condition assessment. There is no cover for Pre-existing Symptom and Condition unless an exception to the Pre-Existing Symptom and Condition exclusion is approved by Us. In general, a Pre-existing Symptom and Condition is any Injury, Illness, Dental Illness, Behavioural Condition or Specified Condition that first occurred or whose symptoms were showing; or was identified or investigated by a vet, or you could reasonably be expected to be aware of, before the start of Your Pet’s policy, or during a relevant Waiting Period. A Symptom or Condition is considered Pre-existing whether or not it’s been officially diagnosed or treated. When We conduct the assessment of Your first claim We will also arrange for a full assessment of Your Pet’s medical history unless a Pre-existing Symptom and Condition assessment has already been conducted. You will be reasonably required to aid in the process of obtaining Your Pet’s medical history, e.g. by providing details of any Vets Your Pet has seen in the past. This assessment will establish what Pre-existing Conditions Your Pet has, if any. Where an assessment has been completed that results in the identification of Pre-existing Symptoms and Conditions, We will provide You with an updated Certificate of Insurance which lists those Symptoms and Conditions along with confirmation of the required symptom-free period for each Symptom and Condition for Us to consider exception from the Pre-existing Symptom and Condition exclusion.

Please see the Product Disclosure Statement for more details.

Did you know your Vet can lodge your claim for you?

All your Vet needs to do is email a copy of the invoice and clinical notes to: Once we receive the details from your Vet we will contact you via email to confirm the receipt of your claim.

Most Vets provide clinical notes in 2-3 business days, but in busy times it can take longer. We will keep you updated when we receive the notes or if we need you to follow-up your Vet.

We’ll review Your claim to see if We can assess it quickly without further information.

If no more information

We may be able to assess Your claim without additional information. If so, We will assign it to the Assessment team.

If more information required

We may need to contact You or Your current and / or previous Vets to: 

  • discuss any details about Your claim
  • ask for any reasonably necessary information and/ or records about Your Pet. We may decline a claim if You or Your Vet refuse or are unable to give Us any reasonable information We need to assess Your claim.

We aim to do an initial check to see if We can assess Your claim within 2 business days.

We will keep You updated on obtaining more information from Your Vet.

Our Australian-based Assessment team will assess Your claim. We aim to assess all claims within 5 business days of receiving all necessary information If approved, the benefit payable will be calculated. The Benefit Percentage You picked when You took out Stella Pet Insurance is the proportion of Vet Costs that We cover in the event of a claim, less any outstanding Annual Excess up to the Annual Limit of Your Policy (unless You changed the Benefit Percentage). The outcome of Our assessment will be communicated in just a few minutes after We have completed it. Please see the following examples.
Benefit Percentage 70% 80% 90%
Claimed Vet Costs (after Annual Excess) $1,000 $1,000 $1,000
We pay $700 $800 $900
You pay $300 $200 $100

In most cases, We will settle Your claim directly with You. We won’t pay the Vet or other service provider unless You instruct Us otherwise and the provider has authorised direct payment or at Our election. 

Settlement is usually processed on the business day after communicating the assessment outcome to You.

PDS Pet Insurance

Expert help for your furry friend 24/7

If you’re worried about your pet you can use our Pet Health Hotline to speak to a registered vet nurse anytime day or night. Stella’s pet insurance customers have unlimited free access to the Pet Health Hotline and it can be used 24/7.

It’s useful if you’re unsure if your pet needs a trip to the vet or if you want expert advice on any accidents or illnesses. It doesn’t replace your local vet, but it may help give you peace of mind for those times when a vet visit isn’t practical.

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Want to know more?

This Policy only provides cover for Treatment provided by registered veterinarian, veterinary specialist, animal hospital, animal clinic or animal surgery licensed in Australia (‘Vet’).

However, there is cover available if they become ill or injured when travelling with you for up to sixty (60) days in New Zealand or Norfolk Island.

Stella Pet Insurance is designed with simplicity in mind. That’s why we provide flexible options of Annual Limit ($7,500 / $12,500 / $25,000), Benefit Percentage (70% / 80% / 90%) and Annual Excess ($200 / $100 / $0) to suit your needs and lifestyles. But there are no sub-limits.

In most cases We will settle Your claim directly with You. We won’t pay the Vet or other service provider unless You instruct Us otherwise and the provider is an authorised member of Our preferred network or at Our election.

We will send You correspondence which sets out how We settled Your claim.

When We settle Your claim, We may deduct any amount You owe Us.

Most claims are assessed within five (5) working days from receiving all necessary information.

We can ask to review and examine your Pet’s past and current records and any other information from any Vet who has treated your Pet.

If the Vet Costs You are charged are higher than the fees usually charged by a general or referral practice, We reserve the right to request a second opinion from a Vet that We choose. If the Vet We choose does not agree with the Vet Costs charged We may decide to pay only the Vet Costs usually charged by a general or referral practice in a similar area for the Treatment.

How do you calculate the Benefit?

We deduct any outstanding Annual Excess from approved Vet Costs and pay the agreed Benefit Percentage of the remainder, up to the Annual Limit. The Annual Limit of Your Policy is the maximum We will pay for each Pet in each Period of Insurance.

For example, let’s say Your approved Vet Costs come to $1,000, You have $100 Annual Excess and have a Benefit Percentage of 80%. This means a benefit of $720 ($1,000 – $100 = $900 then $900 x 80% = $720) will be payable to you, and You will still have $24,280 of Your Annual Limit available for any future claims for Vet Costs related to Treatment in the same Period of Insurance (if you have chosen the Annual Limit of $25k). Future claims during the same Period of Insurance will not have the Annual Excess deducted because you’ve already met this for that Period of Insurance.

Each time Your Policy is renewed, the Annual Excess and the Annual Limit for Vet Costs will be reset.

To submit a claim

Complete and submit the online claim form by logging in at including attaching a copy or photo of Your invoice. Alternatively, Your Vet may email a copy of the invoice and clinical notes to

Your Vet will be contacted for a copy of the clinical notes that relate to the invoice. If Your Vet has initiated the claim on Your behalf, You will be contacted to confirm the claim.

We will let You know if We need a full Treatment history for Your Pet from the attending Vet and any previous Vets. If so, Your Vet can easily submit these online or by email.

Alternatively, You or Your vet can initiate Your claim simply be emailing Your invoice and the clinical notes to

What You must not do

If You are making a claim You must not give Us false or misleading information. If You or any other person makes an intentionally false or fraudulent claim under Your Policy, We may refuse to pay such claim and may also cancel Your Policy or treat the contract as though it never existed.

What We may do

Where reasonably necessary We may contact Your current or previous Vet to:

  • discuss any details about Your claim
  • ask for any information and/or records about Your Pet.

We may decline a claim if You or Your Vet refuse or are unable to give Us any information We need to process Your claim.

What can affect Your claim

  • You don’t give Us all the information We need to process Your claim.
  • You or Your Vet don’t cooperate with Us and refuse or are unable to give Us any reasonably necessary information We need to process Your claim.
  • You don’t provide a copy of the original itemised invoices and receipts for the Treatment received by Your Pet.
  • You don’t comply with any terms, conditions or provisions of Your Policy.

For more details please contact us Monday to Saturday (except public holidays) 8.00am to 8.00pm (AEST) via:

Phone:  1300 633 811

What happens next?

We’ll review your claim and come back to you within 48 hours. If we have any additional questions, we’ll contact you or if you feel you just need to follow up, we understand that too, call us anytime on 1300 633 811.

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