Pet Insurance Claims

Pet Insurance by The Warehouse work continuously to process claims fairly and in a timely manner. In order to make a claim, simply fill in the relevant claim form which is readily downloadable for you to print at your own convenience.
To help us process your claim efficiently, you can help by making sure the claim form has all sections completed, is signed by you and your vet, and all relevant invoices are included. If this is your first claim, ask your vet to supply a full veterinary history and attach it with your claim form.
Once completed, submit this with copies of all receipts and itemised invoices to claims@thewarehousepetinsurance.co.nz
Claim for your Dog or Cat
Claim for Equine
Other forms you may require for Equine:

Claim by Mail

Download and complete the relevant claim form, ensure it is signed by you and your vet, and attach all original receipts/invoices with any supporting documents. Once completed please mail to: Pet Insurance by The Warehouse PO Box 112250, Penrose, Auckland 1642

Receive Your Claim

Once your claim has been processed, we will send you a letter on the outcome of our decision. If your claim is successful, you can be paid in a choice of three ways:
  1. Paid direct to your vet. Please understand that we will not pay your vet unless it has been previously agreed with them to do so.
  2. Debited into your bank account that your monthly premium is direct debited from.
  3. Or debited into the bank account that is nominated on the claims form at time of submission.

Claims Checklist

In order for us to process your claim in a timely manner, make sure you have completed the following steps:
  • Your section and your vets section should both be fully completed and signed.
  • Include itemised receipts, vet consultation notes as well as other relevant supporting documentation.
  • Make sure you are not claiming for items that are not covered by your Certificate of Insurance. These can include, but are not limited to: routine and preventative treatment (teeth cleaning, worming, desexing and vaccinations), pre-existing conditions, and any illness that occurred within your waiting period.
  • Check your policy’s excess amount.
  • Keep all copies and documentation of your claims for record.

Contact us

If you have any questions relating to a claim, please contact us. Pet Insurance by The Warehouse PO Box 112250, Penrose, Auckland, 1642 Phone: 0800 968 687 Fax: 09 353 1554 Email: claims@thewarehousepetinsurance.co.nz

Complaints Procedure

What can you do if you are not happy with the outcome of your claim?

Step 1: If you are not satisfied, you can request the complaint be referred to The Internal Dispute Resolution (IDR) team for review:
Pet Insurance by The Warehouse Internal Dispute Resolution (IDR)
PO Box 112250
Penrose, Auckland 1642
Phone: 0800 968 687
Email: idr@thewarehousepetinsurance.co.nz
Step 2: If this does not resolve the matter or you are not satisfied with the way a complaint has been dealt with, you should contact:
Lloyd’s General Representative in New Zealand
Scott Galloway
c/o Level 29 Plimmer Towers
2-6 Gilmer Terrace
Wellington, New Zealand
Phone: +64 4 472 7582
Email: IDRNewZealand@lloyds.com
Step 3: If your dispute remains unresolved you may contact the Insurance & Financial Services Ombudsman Scheme:
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143 NZ
Phone: 0800 888 202
Email: info@ifso.nz
Product Promoter The Warehouse Limited.
Administrator Petplan Australasia Pty Ltd ABN 64 069 468 542 AFSL No. 245663 is the sole Administrator of our policies. Petplan® is a Registered Trade Mark. Products sold under this Trade Mark are sold exclusively by Petplan Australasia Pty Ltd under license from Pet Plan Ltd.
The Insurer The Insurer: MS Amlin Syndicate 2001 at Llyoyd’s One Lime Street, London EC3M 7 HA. Ms Amlin Syndicate 2001 at Llyod’s is managed by MS Amlin Underwriting Limited. Registered office The Leadenhall Building, 122 Leadenhall Street, London EC3V 4AG. Registered in England Company No. 02323018. MS Amlin Underwriting Limited is authorised by the Prudential Regulation Authority, and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under reference number 204918.
Please consider the PDS before making a decision to purchase the product. This information does not take into account your objectives, financial situation or needs.