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Pet Insurance FAQs

About Pet Insurance

What is pet insurance?

Pet insurance helps you manage your veterinary bills so you can give your pets the best care possible.

Why do I need pet insurance?

The costs of veterinary care are rising rapidly, especially as more treatments become available for animals. With our pet insurance, you can focus more on your pet’s care and less on the cost.

What does pet insurance cover?

Pet insurance typically protects pets in case of accidents or illnesses. Because wellness care is so important to keep your pet happy and healthy, we have two options for this care, which includes vaccinations and check-ups, that you can add for a low cost. See your plan options now.

What does it cost?

We work hard to make our pet insurance as affordable as possible. Your cost will depend on factors like the level of coverage you choose and the breed and age of your pet.
Get a free quote now to see your rate.

Using Your Plan

When will my pet insurance be effective?

With our plans, accident and wellness coverage (if selected) start the day your plan is effective. Illness coverage has a 30-day waiting period, and hereditary and congenital coverage has a 6-month waiting period. You’ll be able to view your pet’s effective dates as you enroll. (Please note that all plans are subject to underwriting and are not issued without receipt of payment.)

What are my payment options?

Payments may be made by credit card or automatic check withdrawal. We accept payments on a monthly, quarterly, semi-annual or annual basis. You can change your payment method easily anytime at our free Member Center.

Can I save money by paying annually?

Yes. We'll waive the low installment fee if you pay your 12-month plan in full. This fee does not apply in all states.

Can I stay with my veterinarian?

Yes! We wouldn’t want you to have to change veterinarians. In fact, with our pet insurance, you can use any licensed veterinarian in the US or Canada, including specialists and emergency clinics. This way, your pet is also covered if you’re travelling.

How do I submit a pet insurance claim?

It’s simple! All you have to do is fill out our 1-page claim form, then fax, mail, or email it to us with the itemized receipts. To make it even easier, we don’t require your veterinarian to fill out any part of the form or sign it.

How long does it take to get reimbursed?

We work hard to process our pet insurance claims as quickly as possible. Our turnaround time typically averages two weeks or less. It’s our policy to reimburse you within at least 30 days from receipt of all required information. You can track the status of your claims easily online at our Member Center. You can also sign up for direct deposit of your reimbursements to get paid even faster.

What are “usual and customary covered charges?”

These are veterinary costs covered by your pet insurance plan and considered reasonable in areas similar to yours. We use available industry and proprietary data to determine typical costs.

How does the deductible work?

Our pet insurance has a low $100 annual deductible per pet. On the other hand, per incident deductibles require you to pay a new deductible for every single injury or illness, which can really add up. Our deductible only needs to be met once per plan year, no matter how many incidents occur. You can also customize your premium with other annual deductible amounts. Please note that there is a separate annual deductible per pet for Continuing Care.

Can my claim be paid directly to the veterinarian?

Yes. Simply check the box on the front of the claim form, and we’ll send the reimbursement directly to the veterinary clinic.

Can I switch to a different level of coverage later?

You may be eligible to change your base plan level of coverage. Please contact us if you’re thinking about switching, so we can tell you about your options.

Do you cover ligament and knee conditions such as Anterior Cruciate Ligament (ACL) injuries?

After you first enroll, there is a 12-month waiting period from your effective date for coverage of any ligament or knee injuries. Any injuries of this type that occur during the waiting period are not covered.

Do you provide pet insurance for residents of Canada?

We don’t offer pet insurance coverage in Canada at this time. However, if you live in the US and travel to Canada, you can take your pet to any licensed veterinarian there for treatment. You would submit your claim the same way as if you saw a veterinarian in the US.

Can I cancel my pet insurance at any time?

We’re sure you’ll be happy with our coverage and service, but you can cancel at anytime by contacting us. We also have a 30-day money back guarantee as long as no claims are covered. Just contact us to cancel within the first 30 days, and we’ll refund your premium using the payment method you provided.

What's not covered?

Like all pet insurance providers, we have some exclusions, which are treatments or conditions that are not covered. Start a quote to view our exclusions in a sample policy.

What happens at renewal?

To make it as easy as possible for you to maintain your coverage without interruption, we automatically reissue your pet insurance plan each year on your renewal date. Keep in mind that your annual deductible and incident limits reset at that time. Also, unless you have Continuing Care, chronic conditions that need care across multiple plan periods will not be covered, unless 180 days have passed since cure and last treatment.

Can I receive information by email rather than mail?

Yes! You can choose to receive your plan and other available communications online at the Member Center or by email, rather than by mail. Going paperless saves time, effort, and the environment! Just select our "Go Paperless" option during enrollment. If you're already a customer, you can login to the Member Center and click "Go Paperless." Please know that even if you do not elect to “Go Paperless,” we may send you valuable information and offers to your email address.

About Your Pet

What are the age requirements for your pet insurance?

For initial enrollment in our pet insurance, dogs and cats must be at least 8 weeks old. Initial enrollment for Levels 2, 3, and 4 is limited to dogs 12 years and under and cats 14 years and under. Level 1 has no upper age limitations. Continuing Care coverage age requirements and restrictions may vary.

Will my pet insurance be cancelled when my pets get older?

We’ll never cancel your pet insurance because of the age of your pet. However, your premium will adjust as your pet ages.

What if I have more than one pet?

If you have more than one pet, you can save 10% on the base plan premium for each additional pet after the highest premium pet.

What are pre-existing conditions?

Pre-existing conditions are illnesses or injuries that show symptoms prior to a plan's effective or reissuance date, or within a waiting period. This includes conditions that have not yet been clearly diagnosed or treated with medication.

Are pre-existing conditions covered?

Like all pet insurance providers, we don’t cover conditions that exist before coverage beging. New incidents of a pre-existing condition may be covered if 180 days have passed since it was cured and last treated.

What are chronic conditions?

Chronic conditions are conditions that need care across multiple plan periods. Examples can include allergies, asthma, diabetes, osteoarthritis, cancer, or a broken bone that needs treatment from one plan period into the next.

Are chronic conditions covered?

Ongoing or chronic conditions are covered by Continuing Care. Your pet’s plan must have Continuing Care when the condition starts and during each year care is needed for the condition to be covered. Even if your pet does not have Continuing Care, curable ongoing conditions may be covered in the future if 180 days pass since they were cured and last treated.
Explore our coverage for more details.

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 show symptoms at any time during a pet's life. Explore our coverage for more details.

When does my Continuing Care coverage activate?

Continuing Care covers ongoing conditions, which are conditions that need care across multiple plan periods. This coverage kicks in when your plan is re-issued after 12 months. Continuing Care must be in place when the condition first appears.

Does Continuing Care have a deductible?

Yes, Continuing Care reimburses based on usual and customary covered costs for chronic conditions with an annual deductible and other limits separate from your base plan.

What are the age requirements and restrictions for Continuing Care?

For initial enrollment in Continuing Care, dogs must be under 9 years old and cats under 11 years old. Conditions that are pre-existing to enrollment in Continuing Care are excluded from this coverage.

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Notice to California Residents

The information herein is summarized. All pet insurance plans have limitations and exclusions. Specific products, features, rates, and discounts may vary by state, eligibility, and are subject to change. Reimbursements are based on a percentage of usual and customary eligible costs. Additional deductible and co-insurance options are available. Wellness coverage provides reimbursement up to a listed amount. Rates depend on the zip code, breed, age and coverage selected. For more information, go to

By enrolling, you are joining our Petshealth Care Plan family. Products are underwritten by the United States Fire Insurance Company and administered by Fairmont Specialty Insurance Agency (FSIA Insurance Agency in CA), members of the Crum & Forster Enterprise. Hartville Pet Insurance Group is a trademark of United States Fire Insurance Company. The United States Fire Insurance Company and Fairmont Specialty Insurance Agency may be individually or collectively referred to as Hartville Pet Insurance Group or Hartville.

The ASPCA® does not offer insurance. Through a strategic licensing agreement, in exchange for the use of ASPCA trademarks, the ASPCA is paid a royalty fee of up to 10% of the purchase price, with a minimum of $335,000 per year.
C&F and Crum & Foster are registered trademarks of the United States Fire Insurance Company. Crum & Forster Enterprise is a part of Fairfax Financial Holdings Limited.
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