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Contact us and get help

Bow Wow Meow Pet Insurance – Contact us for help!
Want to speak to someone about further information or help with choosing a policy? You want to check the status of a claim or just give us feedback? Call us or fill in our contact form here.

Contact us and get help

Please select what you wish to enquire about:

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  • If you no longer wish to receive promotional material from us, please fill out the following form, including the email address that you wish to unsubscribe.
  • Note that this will not unsubscribe you from email communications in relation to your policy.
  • If you would like to change your pet insurance policy contact details, please login to our Pet Portal.
  • Your opinion matters to us! If you want to share feedback, or just show us a pretty picture of your pet, this is the place to do it.
  • If you have any specific questions, try the other options on this page or check out our FAQs page.
  • The preferred method to add another pet to your policy is to call us on 1800 668 502 and select Option 1.
  • When doing so, please quote your policy number or ensure you state the same name and postal address that you used for your current pet so we can match your policies.
  • Please note that you are eligible for a 10% discount on premiums for any additional pets you insure with Bow Wow Meow Pet Insurance.
  • You can change the cover for your pet by choosing cover with different or additional benefits, where available to you, provided you haven’t made a claim in your current policy period.
  • If you have made a claim, then your cover can be changed when your policy is due for renewal – just contact us when you receive your renewal documents to discuss your cover.
  • Note: Waiting periods already completed won’t be reapplied unless there has been a break or lapse in your cover. If you change the Bow Wow Meow Pet Insurance product and/or level of cover you have for your pet, with a different product and/or level of cover, waiting periods will only apply to any conditions or benefits covered by the new product and/or level of cover that weren’t covered under your previous product or level of cover.
  • To change your cover level, please call us on 1800 668 502 and select Option 1.
  • Learn more about our insurance options for dogs here, and insurance options for cats here.
  • We are sorry to see you go! If there is anything we can do to convince you to stay, please let us know.
  • You can cancel your policy with us at any time by contacting our customer service team by either filling out the form below, emailing us or calling us on 1800 668 502 and select Option 4.
  • The cancellation will be effective once we provide you with a written confirmation of your request, either by email or letter.
  • We’ll retain the portion of the premium that relates to the period that you’ve been insured up to your cancellation date. Where you have paid for a period in advance (e.g. for the full fortnight, month or year), we’ll refund that proportion of premium for the time remaining on the policy (less any non-refundable government or statutory charges and less any collection fee charges).
  • If your pet passes away: We know there is a lot going on when your pet passes away, but we’re here to help. Please contact us as soon as possible and we’ll cancel your policy from the date of your pet’s passing.
  • We’ll adjust the premium, as outlined above. For further details around the cancellation process, please see our FAQs.
  • For any questions relating to your policy please use the form below or call us on 1800 688 502 and select Option 7.
  • If you would like to know what is covered in your policy, when your policy renews, or would like us to resend your policy documents, please use the form below.
  • You may also find the following links helpful in order to compare our insurance options for dogs, and insurance options for cats.

GapOnly® and eClaims

  • The easiest way to make a claim is at the vet with GapOnly®. If your vet is GapOnly® enabled, you can claim on the spot with GapOnly®, and it’s assessed by us within 10 minutes (where available).
  • Once the claim has been processed and if approved, you simply pay the gap (the difference between the vet’s invoice and the calculated benefit).
  • Alternatively, if you’re unable to wait, you can ask your vet to submit an eClaim on your behalf. To find your closest GapOnly® vet clinic click here.

Making a claim yourself

  • You can also submit a claim through the Pet Portal.
  • To make a claim, through the Pet Portal, you will need the following documentation:
    • Itemised invoice (a paid invoice that includes individual treatment items and costs adding up to the total amount paid)
    • Vet consultation notes, if you have them (these are the veterinarian’s medical notes from examinations findings). We may also contact you for additional documentation if needed.
  • If submitting a claim via post, the same documentation needs to be submitted as above, accompanied by a completed claim form. Both you and your vet must sign the claim form.
  • Please note, unless you claim via GapOnly®, all accounts must be paid to your vet in full before submitting your claim.
  • For adopted pets, veterinary history is only required from when you took ownership. You’ll need to provide us with proof of adoption or transfer of ownership papers.
  • If this is your first accident or illness claim, we typically will need your pet’s full veterinary history.
  • We will usually contact your vet directly to get your vet history, but on some occasions we may ask you to get this.
  • If we advise you that we need more information, please contact your vet and ask them to provide your pet’s full vet history to us.
  • If, for any reason, you cannot access your pet’s full vet history, please advise us as soon as possible via the following form or phone.
  • Still have a question? Please use the form below or call us on 1800 668 502 and select Option 7.
  • If you want to know if you are covered prior to treatment, you can check out the Pet portal for a summary of your coverage or refer to your PDS and Certificate of Insurance for all your coverage information.
  • Pre-approvals aren’t mandatory, but can provide you with additional reassurance, so if you want to know if an upcoming or specific treatment for your pet will be covered, all we need is for you to email us at [email protected] with the following:

    • Policy number
    • Name of the condition being treated, and the treatment required
    • Name of your regular vet and the vet where the procedure will take place
    • Relevant clinic records and/or veterinary history
    • An itemised estimate of costs relating to the procedure (optional- if you have it!)
  • Once we receive this information, you can expect to hear back from us within two business days.
  • Note: A pre-approval will not be deemed to be valid unless we have agreed to it in writing. The reimbursed amount may vary from the pre-approval if the treatment provided by your vet differs from the treatment request in the pre-approval. A variation in the amount we cover may also occur if you have reached your benefit limit, Booster Care limit (if applicable), or Routine Care limit (if applicable) on the claim.
  • Our claims are assessed on a claim by claim basis by our highly skilled claims team. If you are not happy with the outcome of a claim, it is best to contact us using the below form or call us on 1800 668 502 and select Option 7.
  • More details about our complaints handling process are available here.
  • Once we receive all required documentation, your claim will be processed without delay and payment will be made either by cheque or directly to your nominated account.
  • We pay most eligible claims within 5 working days following receipt of all requested documentation.
  • Still have a question? Use the form below or call us on 1800 668 502 and select Option 5.
  • You can check the status of your claim via our Pet Portal. Login here.
  • Alternatively, use the form below or call us on 1800 668 502 and select Option 5.
  • If we contact you to advise you that we need more information in order to process your claim, please contact your vet and ask them to provide your pet’s full vet history to us.
  • If, for any reason, you cannot access your pet’s full vet history, please advise us as soon as possible via the following form or phone.
  • You can change your contact details via our Pet Portal. Login here.
  • Alternatively, use the form below or call us on 1800 668 502 and select Option 7.
  • You can change your payment details via our Pet Portal. Login here.
  • Alternatively, please call us on 1800 668 502 and select Option 3.
  • If you have not logged in to the Pet Portal previously, you will need to sign up here.
  • Note that you will need your email and postcode to sign up. Please make sure the details you use to sign up to the Pet Portal match the details on your policy.
  • Once you have signed up, follow the prompts to verify your email address and mobile number for multi-factor authentication. Each time you login with your email address, you will be asked to enter the verification code sent to your mobile number.
  • If you don’t have your mobile phone handy, select “Try another method” to send the verification code to your email.
  • If you are still having issues or for other Pet Portal related questions, please fill in the following form, advising details of the issue you are having and we will be in touch shortly.
  • We can get our sales team to contact you and help you with your quote. Please fill in the form below and let us know about the technical issue you are experiencing and send us a screenshot if you can.
  • We will also forward any technical enquiries to our IT team to try and understand what is going wrong.
  • If you would like to add another pet to your policy, please call us on 1800 668 502 and select Option 1
  • We offer a 10% discount for second and consecutive pets.
  • For any additional deals and offers click here.
  • If you would like to add another pet to your policy, please call us on 1800 668 502 and select Option 1.
  • After you sign up, we will immediately send you an email confirming the details of your application. Your application will be sent to the insurer for review and if accepted will commence at 11:59PM on the commencement date you selected.
  • If you elected to receive communication via email, your policy documents should come in an email, which could have gone into your spam folder. Please check your spam folder to see if you can locate the email.
  • If you nominated to receive communications via the post, you should receive these within 5 business days.
  • If you haven’t received your documents within five business days after application, please call us on 1800 668 502 (Option 7) or fill out the form below and please let us know your application reference number.

Your policy will commence at 23:59 on the day that your proposal has been accepted by us. Your Certificate of Insurance will state the commencement date of your policy, and your policy will be effective from 23:59 on the date.

A waiting period is the period that your pet is not covered starting from the commencement date of the first policy period in which you obtained cover for the applicable condition or benefit.
Depending on your level of cover, there may be different waiting periods that apply:

  • Accidental injuries: 2 days
  • Illnesses: 30 days
  • Cruciate ligament conditions: 6 months
  • Specified dental conditions: 6 months
  • Behavioural conditions: 30 days

Note: The waiting period that applies for specialised therapy items is dependent on the waiting period for the covered condition.

Cruciate ligament condition waiting period waiver

We will agree to waive cruciate ligament condition waiting period if:

  • your vet sends us a completed and signed “Cruciate Ligament Exam Form” within 14 calendar days of the cruciate examination date, certifying that your pet was examined by your vet at your expense on or after the commencement date of the first policy period; and
  • the evidence from your vet meets our assessment criteria as set out in the above form, and we confirm this in writing to you.

For any other questions related to your policy please call us on 1800 668 502 and select Option 7.

  • Bow Wow Meow Pet Insurance policy holders are entitled to receive a free ID tag for your pet once your 21 day cooling-off period has ended.
  • You will be sent a coupon via email, with instructions advising on how to order your ID tag.
  • When completing your tag order, please ensure you review engraving details to ensure they are all correct.
  • Please allow up to 10 business days for delivery from the date of dispatch. If you have not received your order after 10 business days, please notify us via the below form.
  • Yes, we cover hereditary conditions as long as there were no signs or symptoms before your policy started or during the applicable waiting periods.
  • If a hereditary or congenital condition is first diagnosed after the waiting periods have passed and was not pre-existing, it may be covered under your policy.
  • For full details on eligibility, refer to the Pre-Existing Condition section in your Product Disclosure Statement.
  • When signing up a new policy with Bow Wow Meow, waiting periods apply.
  • If you would like to sign up with Bow Wow Meow, please get an online quote or call us on 1800 668 502 and select Option 1.
  • We cover dogs and cats anytime from birth.
  • You can start your pet’s cover any time before the age of 9 years when you first apply.
  • As long as we continue to provide the product, we’ll offer renewal of your policy every year for your pet’s life (subject to the terms and conditions of the policy).
  • If you would like to sign up with Bow Wow Meow, get an online quote or call us on 1800 668 502 and select Option 1.
  • Bow Wow Meow provides pet insurance for dogs and cats.
  • We cover almost all breeds of dogs and cats – there are just a few exclusions which relate mainly to breed restrictions in Australia. We also cover Guide Dogs and Assistance Dogs.
  • You can get an online quote to find out if your breed is eligible for pet insurance cover.
  • If you would like to enquire about a specific animal, please use the form below.
  • If you would like to sign up with Bow Wow Meow, get an online quote here or call us on 1800 668 502 and selected Option 1.
  • To learn more about what is covered and what isn’t, please visit our product information page or refer to your Product Disclosure Statement.
  • Alternatively, if you would like to find out if we cover a particular condition, please fill out the form below or you can call us on 1800 668 502 and select Option 2.
  • We’re happy to provide our fantastic Puppy Guides free of charge to pet industry partners, including veterinary clinics, dog trainers, breeders, and rescue organisations. These guides are a great resource for new puppy parents.
  • Our pet insurance brochures are also available for free, although they are only supplied to select outlets.
  • To request Puppy Guides or brochures, simply create an account here and place your order.

Or contact us for help

Phone

1800 668 502

Monday – Friday 8am – 8pm (AEST)

Mail

Locked Bag 9021
Castle Hill NSW 1765

Phone

1800 668 502

Monday – Friday 8am – 8pm (AEST)

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