What Is Pet Insurance Reimbursement?

This article provides general information only and doesn’t take into account your individual circumstances. Terms, conditions, limits, and exclusions apply. Please read the relevant PDS. Accurate as at 18 September 2026.

You’ve paid the vet bill. You’ve submitted your claim. Now comes the question almost every policyholder wants answered: ‘How much will I actually get back?’

The answer isn’t always as simple as taking your benefit percentage and applying it to the total at the bottom of your vet bill.

Your insurer first needs to determine which costs are eligible under your policy. Then things such as your annual excess, benefit percentage, and remaining annual limit can affect the amount paid.

It might sound like a lot of moving parts, but it’s easier to understand when you see how they work together. Let’s break it down.

Table of contents

What does ‘reimbursement’ mean in pet insurance?
The numbers behind a reimbursement
A quick example
Do you always have to wait to be reimbursed?
Enjoy more flexibility when it comes to your reimbursement

What does ‘reimbursement’ mean in pet insurance?

In a traditional pet insurance claim, you pay the vet bill and submit the required documents to your insurer. The insurer assesses the claim against your policy. If it’s approved, you’re then reimbursed for the covered amount.

The Australian Securities and Investments Commission (ASIC) notes that most pet insurers use a digital claim process and that pet parents may need to cover the vet costs upfront before submitting their claim.

RSPCA Pet Insurance currently provides this option through its customer portal. Once a submitted claim is assessed and approved, the policyholder is reimbursed for the covered amount.

The numbers behind a reimbursement

When a pet insurance claim is accepted, a few different numbers can shape how much you get back.

Depending on your policy, these may include your eligible vet costs, any applicable excess, your benefit percentage, and your remaining annual limit. Other limits, exclusions, and policy conditions may also affect your reimbursement.

Here’s what each of those terms means:

Vet invoice

This is the bill you receive from your vet. It might include several different costs, such as consultations, diagnostic tests, medication, and treatment. The important thing to remember is that the total at the bottom of the invoice isn’t necessarily the amount your reimbursement will be calculated from. Some items may not be covered under your policy.

Eligible vet costs

These are the costs the insurer accepts as eligible under your policy. Exclusions, optional cover, and policy conditions can affect this figure.

RSPCA Pet Insurance’s customisable PetFlex cover doesn’t apply sub-limits, meaning eligible claims are subject to the overall annual limit rather than a separate limit on a particular treatment or condition. Other policies can work differently, so it’s best to check the insurer’s PDS before committing to a policy.

Excess

An excess is the amount you’ll need to contribute in the event of a claim. How and when an excess applies can vary between policies. For example, some insurers may apply an annual excess, while others may take a different approach. Your PDS will explain the type of excess that applies to your cover, when you need to pay it, and how it affects your reimbursement.

Benefit percentage

Your benefit percentage is the portion of eligible vet costs your insurer may pay.

For example, if your benefit percentage is 80%, your insurer may reimburse up to 80% of eligible costs, subject to your excess, limits, and other policy conditions.

With RSPCA Pet Insurance, you can choose between four benefit percentage options (60%, 70%, 80%, 90%) to suit your pet and budget.

A quick example

Suppose you have an eligible vet bill of $1,000. Your policy has an 80% benefit percentage and a $100 annual excess that hasn’t yet been met.

Eligible vet costs	$1,000
Annual excess	$100
Amount remaining	$900
80% benefit	$720
Insurer contribution	$720
Your total contribution	$280

That $280 consists of the $100 annual excess plus 20% of the $900 remaining after the excess.

Do you always have to wait to be reimbursed?

Not necessarily. How pet insurance claims are paid can vary between insurers. Generally, you may pay your vet bill upfront and claim the eligible amount back afterwards, or your insurer may offer a way for claims to be settled directly with participating vets.

Here’s how these options work with RSPCA Pet Insurance:

Pay your vet and claim afterwards

With RSPCA Pet Insurance, you can pay your vet bill upfront and then submit a claim through the customer portal. If your claim is approved, you’ll be reimbursed for the amount covered under your policy.

Claim directly through your vet

RSPCA Pet Insurance also offers Direct2Vet at participating vet clinics. Your vet can submit the claim on your behalf and, if it’s approved, the covered amount is paid directly to the clinic.

You’ll then only pay the remaining amount, which may include your share of eligible costs, any applicable excess, costs that aren’t covered, and amounts above your policy limits.

Direct2Vet doesn’t guarantee that a claim will be approved. Like any claim, it still needs to meet the terms and conditions of your policy.

Enjoy more flexibility when it comes to your reimbursement

Want more choice over how much you could get back when you claim? With RSPCA Pet Insurance, you can customise your cover by choosing from available benefit percentages, annual limits, and excess options.

These choices can help shape how much you may be reimbursed for eligible vet costs, so you can find a balance between the cover you want and what you’re comfortable contributing yourself.

Every policy also supports the RSPCA’s vital work. So while you’re helping to protect your own pet, you’re also making a difference for others across Australia.

To learn more about how RSPCA Pet Insurance could support you and your pet, click here. Or, if you’re ready to take the next step, you can fetch a commitment-free pet insurance quote online.

Disclaimer

As with any insurance, terms, conditions, and exclusions apply. Please read the Product Disclosure Statement to make sure the cover suits your needs.

References

[1] The Australian Securities and Investments Commission (ASIC). Pet insurance. Available from: https://moneysmart.gov.au/add-on-insurance/pet-insurance

FAQs

Pet insurance reimbursement is generally calculated using the eligible costs on a vet invoice, rather than the total bill. Depending on the policy, an excess may be deducted before the benefit percentage is applied. The final reimbursement may also be affected by the remaining annual limit, exclusions, and other policy terms and conditions.

A benefit percentage generally applies to eligible vet costs, not necessarily the total vet bill. If an invoice includes costs that aren’t covered, or an excess, annual limit, or other policy condition applies, the reimbursement may be lower than simply applying the benefit percentage to the full invoice.

No, not necessarily. Whether an excess applies to a pet insurance claim depends on the policy and the type of excess. For example, an annual excess generally only needs to be met once during the policy period. Once it’s been met, it generally won’t apply to later eligible claims within that same period.

Excesses can work differently between policies, so it’s always best to check the relevant Product Disclosure Statement (PDS) for details.

The first step is generally to contact the insurer and ask for an explanation of how the claim was assessed.

If the issue isn’t resolved, the insurer’s internal dispute resolution process may be available. Eligible complaints may also be referred to the Australian Financial Complaints Authority (AFCA).