Pet Insurance FAQ's

How do I submit a claim?

• It’s quick and easy! Simply visit any licensed veterinarian in the US or Canada.
• Pay for the visit at the time of service
• Fill out a claim form being sure to sign it
• Mail, fax, or email the claim form along with a copy of the invoice.

How long does it take to receive my reimbursement check?

• We make every effort to process claims as quickly as possible. Claims turnaround time can fluctuate based on the number of claims received. Our claims processors review every claim thoroughly and at times we may require additional paperwork.

Once I’ve enrolled, how long before my pet insurance plan is effective?

• We issue pet insurance certificates on the 1st and 15th of the month, so your anticipated effective date depends on when you apply and when payment is received. For example, if you apply between the 1st through the 14th of the month, your anticipated effective date would be the 15th of the month. If you apply on or between the 15th through the last day of the month, your anticipated effective date would be the 1st of the following month. All plans are subject to underwriting and are not issued without receipt of payment.

Can I use my current veterinarian or is there a list of providers I have to choose from?

• Yes! You can use your veterinarian or any other licensed veterinarian in the United States or Canada.

What are my payment options?

• Payments may be made by credit card or automatic check withdrawal (ACH). We accept payments on a monthly, quarterly, semi-annual, and annual basis for both our credit card and ACH payment options.

When can I start using my pet insurance?

• Accident and preventive coverage (if included in selected plan) begins immediately upon your effective date. Illness coverage begins 30 days after your effective date.

Can I save money by paying annually?

• Yes! If you pay your twelve month plan in full, we will waive the $10.50 issuance fee.

What is a pre-existing condition?

• Any illness or injury that has manifested or occurred prior to the effective date of your insurance, or an illness within the first 30 days of a new plan. This would include conditions that have not yet been clearly diagnosed or are being treated with medication.

Can I cancel my pet insurance at any time?

• Yes, but we want you to remain a satisfied customer. If you cancel within the first 30 days, you may be eligible to receive a full refund. If you cancel after 30 days, you may be eligible for a partial refund. Please see your plan for details, refunds may vary by state. Please contact one of our friendly representatives if you are thinking about canceling your pet insurance.

How does the deductible work for my pet insurance?

• We have a $100 annual deductible per pet. This deductible must be satisfied before claims are paid out. Once the deductible has been satisfied, we pay up to 80% of reasonable and customary medically related covered expenses.

What does congenital/hereditary mean?

• A congenital condition is one that is considered a birth defect, or a defect in growth development. A hereditary condition is one that may have been passed down from an animal’s parents or through the breed. Both congenital and hereditary conditions can manifest or show their symptoms at any time during a pet’s life and are not covered under our plans.

Can I upgrade or downgrade to another pet insurance plan at a later time?

• Yes. All of our pet health insurance plans can be upgraded or downgraded once per 12 month plan period. Please contact one of our friendly representatives for more details.

Can my pet insurance claim be paid directly to the veterinarian?

• Yes. Simply check the box on the front of the claim form to send the reimbursement directly to the veterinary clinic.

What are the age requirements for your pet insurance plans?

• For initial enrollment dogs must be at least 8 weeks old and younger than 13 years old. Cats must also be at least 8 weeks old and younger than 15 years old.

Will my pet’s insurance be cancelled when they get older?

• No! We want to protect your pet through a long and happy life. However, premium surcharges relating to the age of the pet will apply.

Do you provide pet insurance for residents of Canada?

• No. Unfortunately at this time we are not able to write pet insurance certificates in Canada. But if you live in the US and were traveling, you could take your pet to any licensed veterinarian in Canada for treatment and submit the claim the same way you would if you were to see a veterinarian in the United States.

Are pre-existing conditions covered?

• No.

What is NOT covered?

• For a list of exclusions, click here.

NOTE: This is not a complete description of all coverage terms, conditions, and exclusions. See coverage terms for a full description of the scope and limitation of coverage.