If you’re new to pet insurance, now’s the perfect time to understand how to make the most of it. Knowing your benefits—and how to actually use them—can save you stress when your pet needs care. But we get it: insurance terms and claims processes aren’t always crystal clear.
That’s why at Knose, we cut through the jargon. Our guides are designed to make pet insurance simple and practical, so you can focus on what really matters—keeping your cats and dogs happy and healthy, with the financial support you deserve.
- About pet insurance claims
- How to make a pet insurance claim
- Reviews on our claims process
- Tips for a smooth claims process
- Get a pet insurance quote
- FAQs on pet insurance claims
In this blog, we’ll walk you step-by-step through how to make a pet insurance claim. With Knose, the process is quick, stress-free, and backed by one of the fastest turnaround times in Australia—which is just one reason we’ve been recognised with multiple awards in 2025.
What is a pet insurance claim?
A pet insurance claim is a request you make to your pet insurance provider to be reimbursed for eligible vet costs when your pet receives treatment.
Here’s how it works:
- You take your pet to the vet and pay for the treatment.
- You then submit a claim with your insurance provider—usually by uploading the vet invoice and medical notes.
- The insurer reviews your claim, checks it against your policy coverage, and reimburses you for the portion that’s covered.
Think of it as the process of “cashing in” on the financial support you signed up for. Instead of covering the full vet bill out of pocket, your pet insurance is there to provide you financial support for eligible Vet Costs, so you can focus on your pet’s health and recovery.
What affects the Pet Insurance Quote?
Factors that affect the financial support you receive based on your chosen policy coverage:
- Benefit Percentage: A higher benefit percentage means higher premiums, but you’ll be reimbursed more for eligible costs. A lower percentage lowers your monthly premium but increases your out-of-pocket cost when you claim. Learn more about Benefit Percentage.
- Sub-limits: with Knose, there are no sub-limits on eligible treatments within your chosen annual policy limit (exclusions apply). That means you’re covered up to your chosen annual limit – no nasty surprises!
- Annual Limit: Your annual limit is the maximum amount your pet insurance provider will reimburse you for eligible claims within the policy period. Knose Pet Insurance stands out by offering high annual limits without any condition or treatment sub-limits.
How to make a pet insurance claim in 5 steps
Submitting a claim with Knose is a paperless and straightforward process designed with pet owners in mind. Follow these steps to ensure your online claim is processed quickly and efficiently.
- Log into your Knose Portal from any device.
- Select your pet’s policy if you have more than one.
- Select “New Claim”.
- Upload or take a photo of your paid invoice and answer the questions.
- Click submit. You’re done in a few minutes!
Alternatively, you can ask your vet to make a claim for you. They’ll have to email a copy of the invoice and clinical notes to claims@knose.com.au.
Once our system has received your claim, we’ll contact your vet to confirm your pet insurance claim. Most vets respond within three (3) business days. Don’t worry, we’ll follow up with your vet for you, and keep you updated!
💡 If this is your first time submitting a claim, we’ll contact your pet’s previous vets for a full medical history. This way, we’ll understand your pet’s condition better. If your pet has already completed a Pre-existing Symptoms and Conditions assessment*, we’ll skip this step.
Our Australian-based assessment team will then review your claim. If approved, we’ll calculate the benefit payable. The benefit percentage you chose for Knose Pet Insurance determines how much of the vet costs we cover, up to your policy’s annual limit.
Example for Approved Claim (with no annual excess):
| Benefit percentage | 70% | 80% | 90% |
| Claims cost | $1,000 | $1,000 | $1,000 |
| We Pay | $700 | $800 | $900 |
| You Pay | $300 | $200 | $100 |
We’ll finalise the amount and transfer the funds directly to your account. In most cases, we settle your pet insurance claim directly with you.
We can pay your vet or service provider only if you request it and they approve direct payment, or if we decide to do so at our discretion.
How long does the claims process take?
While we strive to process pet insurance claims as quickly as possible, we cannot guarantee a specific timeline. Each claim is unique, and the time it takes to review depends on the complexity of the case. Here’s a quick overview:
- Lodge: Making a pet insurance claim only takes a few minutes! We may then contact your vet to verify your claim, which usually takes 2-3 business days.
- Initial Check: We check your claim within two (2) business days if we require further information from your vet.
- Assess: Our assessment team reviews your claim within five (5) business days of receiving all necessary information. We contact you right away once the assessment is complete.
- Settle: We communicate the assessment outcome to you and process the payment within the business day.
In some cases, additional documentation may be required, or further investigation into the pet’s medical history might be necessary, which can extend the review time.
Rest assured, we work diligently to resolve claims as swiftly as possible while ensuring thorough assessments.
What Knose members say about our claims process
Knose members love the simplicity and speed of our claims process! Here’s what some of our happy members have to say:
Quick and simple
All of my insurance claims have been amazing to process. The claims process is quick and simple, I received emails regularly advising me on the progress of the claim and my recent claim (a $4K emergency bill) was processed within a week of submission. Knose insurance had paid all of my claims in a quick timeframe and took the stress out of my little one’s injury allowing us to focus on his recovery!
We love hearing from happy customers! Curious to see what other pet owners have to say about Knose? Explore more Knose reviews.
Tips for a smooth claims process
Here are a few helpful tips to ensure your pet insurance claim goes through without a hitch!
- Keep your pet’s medical records
This should include all vet invoices, diagnostic reports, and any treatment-related documentation. To be safe, include all records of communication with your vet regarding your pet’s health.
Having these documents readily available makes it easier to submit accurate claims and minimises the chances of delays due to missing information.
- Submit pet insurance claims early
The sooner you submit your claim after your pet’s treatment, the quicker it will be processed.
Prompt submission helps prevent any complications that could arise from delays, such as difficulty obtaining medical records or changes in vet practices.
Submitting claims as early as possible ensures a faster reimbursement, reducing the risk of administrative issues.
- Contact Knose Customer Support for any questions
Knose members enjoy the convenience of a 24/7 pet hotline for pet health support, as well as friendly customer support for all things insurance.
Whether you’re unsure about the documents required, need help navigating your pet insurance policy, or have questions about claim eligibility, our dedicated customer service team is available in different channels:
- Chat Online: Click on the message icon in the bottom right hand corner
- Call us on 1300 356 642
- Email us at info@knose.com.au
Get a Pet Insurance quote
By understanding the ins and outs of pet insurance claims before you get a pet insurance quote, you can make informed decisions about your pet’s wellbeing.
At Knose, we pride ourselves on delivering a simple and transparent claims experience. With our award-winning pet insurance, you can rest easy knowing that we’ve got your back, providing financial support that every Australian pet owner deserves.
Let Knose help you give your pet the care they need, when they need it.
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FAQs on pet insurance claims
*There is no cover for Pre-existing Symptoms and Conditions unless an exception to the Pre-Existing Symptom or Condition exclusion is approved by us. 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 Symptoms and 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 Conditions along with confirmation of the required symptom-free period for each Symptom or Condition for us to consider exception from the Pre-existing Condition exclusion.
