Pet Professionals | How do I make an insurance claim?

How do I make an Insurance Claim?

PetCloud must be notified via email within 24 hours of the incident.  Email: support@petcloud.com.au with the Subject Header: Incident - Booking ID XXXXXX 

Next - Making an Insurance Claim Report

  1. If you are a Pet Sitter or Owner involved in an incident during a PetCloud booking, please complete the attached PetCloud Insurance Claims form and email it to PetCloud.
  2. PetCloud must also be notified via email within 48 hours of the incident. Email: support@petcloud.com.au with the Subject Header: Insurance Claim
  3. Once you have done this, you have 7 days to email us relevant supporting evidence such as Receipts for expenses, Vet Reports, Photographs, Screenshots of conversations. 
  4. Once you have provided supporting evidence, Claims Assessment and Investigation by our 3rd party insurer may take up to 30 days. 

Excess Payable: If the claim is successful & approved by the Insurer, an excess of $500 is payable by the Sitter to the PetCloud Bank Account, we will then transfer this $500 excess payment to our insurer to then proceed with the repair or reimbursement.

  1. Pet Cloud Pty Ltd
  2. BSB: 06 4103    
  3. Account: 1031 0225
  4. Reference: InsuranceExcess

Please email our Accounts Team once the excess payment has been transferred so we can transfer it onto the insurer. The Accounts team's email is: accounts@petcloud.com.au 


If you are involved in an incident during a PetCloud booking, the first priority is ensuring Pet is not injured or ill.  If they are, always phone an Emergency Vet or drive them to your nearest Emergency Vet.  Stay calm.

What to do during a Vet Emergency & Vet National Contact Numbers