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 or Treatment is likely to be covered. If we tell you a Condition or Treatment is not likely to be covered, we will never discourage you from lodging a claim, and your claim will be fully assessed upon lodgement and receipt of all required information.
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 in online from any device and select the Pet’s policy you wish to make a claim for.
Select ‘New Claim’, take a photo or upload your invoice and tell us what happened. Click ‘Submit’ and you’re done.
All your Vet needs to do is email a copy of the invoice and clinical notes to: petclaims@stellainsurance.com.au. 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:
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.
| 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.Â
Settlement is usually processed on the business day after communicating the assessment outcome to You.
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.
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 stellainsurance.com.au including attaching a copy or photo of Your invoice. Alternatively, Your Vet may email a copy of the invoice and clinical notes to petclaims@stellainsurance.com.au.
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 petclaims@stellainsurance.com.au.
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:
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
For more details please contact us Monday to Saturday (except public holidays) 8.00am to 8.00pm (AEST) via:
Email: Â petclaims@stellainsurance.com.au
Phone:Â 1300 633 811
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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