Frequently asked

What is GapOnly®?

GapOnly® is working with vets for pets to deliver a simpler pet insurance claims experience.
In partnership with participating pet insurance providers and vet clinics across Australia (for latest partners visit, GapOnly® enables same day claims processing in-clinic, meaning pet owners can claim on the spot and only pay the gap (the difference between the eligible vet’s invoice and what’s covered under their pet insurance policy).

It helps keep the focus on the health of the pet (not the cost of treatment), with the added convenience of less paperwork, same day processing, and less out-of-pocket expense.

How do I check whether my pet insurance provider is GapOnly® enabled?

You can check our latest pet insurance partners at

My pet insurance provider isn’t GapOnly® enabled. Will they be getting it soon?

We’re aiming to make GapOnly® as accessible as possible, which means we’re talking to new vet and pet insurance partners every day. Please check for the latest partner updates, or you can send us an email at

How do I check whether my vet is GapOnly® enabled?

You can check if your vet is GapOnly® enabled at

My vet isn’t GapOnly® enabled. Will they be getting it soon?

New vets are getting added to the GapOnly® network on a daily basis, so please check for the latest updates. If your vet is not listed, you or your vet can get in touch with our team at to request the service.

When is GapOnly® available?

GapOnly® is available at participating vets during:
Monday – Friday 8:00am – 10:00pm
Saturday 8:00am – 5:00pm
(AEST, excluding NSW public holidays)

When GapOnly® isn’t available, your vet may be able to submit an electronic pet insurance claim instead.

I’m ready to try GapOnly®. What do I need to do?

Great! First we suggest that you check that your vet and pet insurance provider are GapOnly® enabled by visiting If they are, simply let your vet know that you’d like to submit a GapOnly® claim the next time you have an appointment, or better still, at the time of booking your appointment. It’s best to let your vet know that you intend to make a GapOnly® claim as early as possible so they can prepare your claim ahead of time to minimise any possible delays.

How long does a GapOnly® claim take?

An in-clinic GapOnly® claim will take around 10 minutes to process. If we think the claim will take a little longer we’ll let the vet clinic staff know as soon as possible so you can decide whether you’d like to wait, or if available, submit an electronic pet insurance claim instead.

To help speed up this process, please let your vet know as early as possible that you’d like to make a GapOnly® claim, either when you first book the appointment, or when you first arrive at the clinic. This will help us minimise any possible delays.

Can I use GapOnly® for all vet treatment costs?

GapOnly® works in partnership with participating vets and pet insurance partners (for latest partners visit If your vet and pet insurer is GapOnly® enabled, you can use GapOnly® for all eligible vet invoices covered by your pet insurance policy.

Can my GapOnly® claim be processed before I pick up my pet?

Yes, you can ask your vet to submit a GapOnly® claim on your behalf so you don’t have to wait for your claim to be processed when you pick up your pet. Simply let your vet know when your drop off your pet that you’d like to submit a GapOnly® claim for your pet’s treatment and, if available, they can arrange this for you. If you forgot to let your vet know don’t worry, you can always request an on-the-spot GapOnly® claim in-clinic when you pick up your pet.

Can I check whether my insurance will cover my pet’s treatment before I submit a GapOnly® claim?

If your pet has an upcoming surgery or scheduled hospital visit and you’d like to know whether your pet insurance policy covers the procedure, you can request a pre-approval from your vet. To request a pre-approval, simply ask your vet to arrange one for you when you first book your pet’s appointment. Alternatively, you can ask your vet to request a pre-approval on your behalf after your pet’s consultation, but before treatment. Once the pre-approval process has been completed you’ll hear from your insurance provider in writing to confirm.