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


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


Next - Making an Insurance Claim Report

  1. Please complete the PetCloud Online Insurance Claims form 
  2. Claims Assessment by our 3rd party insurer may take up to 30 days. 


Excess Payable: If the claim is approved by the Insurer, and you as a Sitter are found to be at fault (negligence) 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:


Pet Cloud Pty Ltd

BSB: 06 4103    

Account: 1031 0225

Reference: InsuranceExcess


Please advise 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