Frequently Asked Questions

Q. I have a receipt for the veterinary treatment my pet has received; how do I make a claim?

A. You should send in your claim as soon as possible. First download a claim form from your product website. Then you and the vet treating your pet will need to fully complete and sign the form. Once completed you should collect it from your vet and return it to the address on the form, enclosing all the relevant receipts or invoices and any other supporting documents. For further advice please call our claims helpline.

Q. How will I receive the payment?

A. For your convenience we pay claims directly into your bank account providing we have your account details, or we will issue a cheque. Please ensure that the payment details are completed on the front of the claim form.

Q. Can payment be sent direct to my vet?

A. Yes, with their agreement. We frequently provide payment (after any deductions) direct to veterinary practices. If your vet is happy receive direct payment, please indicate this on the relevant section on the front of the claim form.

Q. Can I take my pet to the vet of my choice?

A. Yes, and there is no restriction should you wish to change and go to another veterinary practice.

Q. How can I make a further claim for the continuing treatment my pet has required?

A. You and your vet are required to complete a claim form, and your vet will need to ensure that he/she has ticked ‘yes’ in answer to the question ‘Is this a continuation claim’ on section 7b of the form. We can then match your continuation claim with any previous claims on our records for that illness or injury.

Q. The excess – what is this?

A. This is the amount that you must pay towards each claim that you make. The excess is specified in your schedule of insurance and in addition to a fixed excess a percentage excess may also apply. When your pet’s treatment falls into two or more periods of insurance, you must pay the fixed excess for each period of insurance and also for each separate illness or injury. The excess will be deducted from the claim settlement. For full information on the excesses please refer to the Policy Terms and Conditions booklet.

Q. My vet has advised my pet should be fed on a prescription diet as part of the treatment plan, can I claim any costs back for this as it is more expensive to buy?

A. These are clinically proven and formulated diets made by a pet food company for a vet to prescribe to help with a specific illness or injury. We recognise that such diets can play an important part in your pet’s treatment and we can contribute 50% of the cost of a prescription diet up to a maximimum amount for each illness or injury as detailed in your Schedule of Insurance. This limit is included within the overall maximum veterinary benefit, which you have selected. However a prescription diet used to help your pet lose weight is not covered.

Q. Can I claim for the medication I have purchased on the Internet?

The cost of drugs purchased over the Internet can be claimed provided your vet has prescribed the drug to treat your pet. You will need to send together with your claim form a copy of the prescription supplied by your vet together with the receipt for the drug.

Q. Am I covered if my pet is referred by my vet to a behavioural specialist?

A. Yes, we will pay up to a maximimum amount for the cost of behavioural treatment for each separate illness or injury provided this has been carried out by a behaviourist acting under the direction of your vet. The behaviourist must be a certified clinical animal behaviourist or a member of one of the following organisations – the Association of Pet Behaviour Counsellors or the Canine and Feline Behaviour Association. This limit is included within the overall maximum veterinary benefit, which you have selected.

Q. Does the policy cover the cost of pheromone products?

A. The policy will pay for the cost of pheromone products only if they are used as part of a structured behaviour modification programme as recommended by your vet or a behavioural specialist, for a maximum of six months. This includes the use of DAP diffusers.

Q. My pet requires some dental treatment, am I covered?

A. The policy includes cover for dental illness and injury but there are some restrictions to the cover provided and we will not pay for routine check-ups including descaling and polishing; elective or cosmetic treatment; or any treatment for over/undershot jaws, crowns and root canal procedures. For further information please refer to the Policy Terms and Conditions booklet or if you are unsure whether your pet’s treatment will be covered please call our claims helpline and talk to one of our pet insurance specialists.

Q. My pet is receiving a course of homeopathic drugs, can I claim for these?

A. Agria Pet Insurance provides a comprehensive level of cover including the cost of alternative medicine and complementary treatment as recommended by your vet up to a maximum amount detailed in your Schedule of Insurance. This limit is included within the overall maximum veterinary benefit, which you have selected. The cover is limited to homeopathic or herbal medicine; physiotherapy; osteopathy; chiropractic treatment; hydrotherapy and acupuncture. Please ask your vet to complete a claim form as usual and ensure that the relevant section on the reverse of the form has been completed.

Q. My vet has recommended hydrotherapy for my pet, is this covered by my Agria Pet Insurance?

A. This is included in the alternative medicine and complementary treatment benefit, and the cost of up to 20 sessions of hydrotherapy for the rehabilitation of your pet as recommended by your vet can be claimed for each separate illness or injury. A pool operator who is a member of the Canine Hydrotherapy Association (CHA), the National Association of Registered Canine Hydrotherapists (NARCH), or a veterinary practice must provide the hydrotherapy. Please include the receipts from the hydrotherapy centre with your claim form and ensure that the relevant section on the reverse of the form been completed.

Q. My pet is receiving a course of acupuncture provided by my vet; does the policy cover this treatment?

A. Agria Pet Insurance provides a comprehensive level of cover including the cost of alternative medicine and complementary treatment as recommended by your vet up to a maximum amount detailed in your Schedule of Insurance. This limit is included within the overall maximum veterinary benefit, which you have selected. The cover is limited to homeopathic or herbal medicine; physiotherapy; osteopathy; chiropractic treatment; hydrotherapy and acupuncture. Please ask your vet to complete a claim form as usual and ensure that the relevant section on the reverse of the form has been completed.