Direct2Vet FAQs

Direct2Vet is RSPCA Pet Insurance’s direct vet payment portal for vets, which allows vets to submit pet insurance claims on behalf of clients.

If a claim is approved, RSPCA Pet Insurance pays the vet directly for the covered portion, so the client only pays the gap (the difference between the full invoice amount and what’s covered by their policy).

If all the necessary information is provided, claims are typically assessed within minutes. In some cases, more details may be needed, which can extend the time it takes to assess the claim.

No, all claims are assessed based on the policyholder’s policy terms and conditions, so approval and payment aren’t guaranteed.

The policyholder is responsible for any costs not covered by their policy. This includes any gaps, exclusions, or if a claim is rejected.

Claims submitted through the Direct2Vet portal are reviewed during business hours (Mondays to Fridays, between 08:00 and 20:00 AEST).

Outside of these hours, claims can’t be submitted and will need to be lodged once the service is available again.

If your vet submits your claim via the Direct2Vet portal and it’s approved, you’ll only need to cover the costs that aren’t covered by your policy. 

This may include: 

• The gap between your vet’s invoice and what’s covered by your policy 
• Any exclusions  
• Costs above your policy limits 

No, if your vet uses Direct2Vet, they’ll submit your claim on your behalf. If any additional information is needed, the RSPCA Pet Insurance team will let you know.

If your vet isn’t registered for Direct2Vet, you can still: 

• Pay for your pet’s treatment upfront
• Submit a claim through the RSPCA Pet Insurance customer portal
• Ask your vet to join (Direct2Vet is simple to sign up for and any vet can register)

You can review your Product Disclosure Statement (PDS) to understand what’s generally covered. However, claims aren’t pre-approved, and cover can only be confirmed once your claim has been assessed. 

You can register your clinic by clicking here, completing the online registration form, and submitting the required documents. Once your application is reviewed and approved, you’ll receive access to the Direct2Vet portal.

Registration takes around five minutes to complete. From there, our team will review your application and confirm your access. If we need anything else, we’ll be in touch. Once approved, you’ll be able to start submitting claims straight away.

Not at all! Direct2Vet is completely free for vet clinics. There are no registration fees, ongoing costs, or hidden charges.

To submit a claim on the Direct2Vet portal: 

• Log in 
• Click on ‘Make a claim’ 
• Upload the invoice, clinical notes, and any other supporting documents 

Once the claim has been assessed, you’ll receive an email with the claim outcome. 

To see if a client’s policy is eligible, simply search for it in the portal. If their policy is active, you can go ahead and submit the claim straight away.

On average, our team aims to assess claims within 15 minutes. This may vary depending on the claim and whether we need more information.

Yes, there is. The portal includes a dashboard where you can keep an eye on every claim as it progresses. You’ll also receive email updates along the way, including a final breakdown once the claim has been completed.

If a claim is approved, the payment to your vet clinic will typically be processed within a few business days. From time to time, extra details may need to be verified, which can cause some delays.

Need help or have a question? Reach out to the Direct2Vet team. We’re always happy to help.

In some cases, more information may be needed to properly assess a claim. If that happens, the RSPCA Pet Insurance team will reach out to you and explain what’s needed.

Not just yet, but it’s firmly on our radar. We know how important it is to work seamlessly with the systems you already use, and we’re actively exploring integration options. We’ll share updates as things progress.

While Direct2Vet is currently only available for RSPCA Pet Insurance policies, we’re always looking for ways to grow and improve what we offer. So there may be more to come. Watch this space!

We’re currently developing training materials and will be sharing these soon. In the meantime, the Direct2Vet portal has been designed to feel intuitive from the moment you log in. And if you ever need a hand, our team is just a phone call away: 1300 777 220.

Absolutely! If you need support at any point, you can call our claims team on 1300 777 220. They’re always happy to help.