Frequently Asked Questions


    How do I file a claim?

    Filing a claim is easy. Simply download and complete all sections of our claim form. The completed claim form and itemized invoice from the visit will need to be submitted to us by email, postal mail or fax. No signatures necessary! For more detailed instructions please visit the file a claim page.

    Should I still file a claim if my veterinarian bill is less than my deductible?

    Yes. Eligible expenses from your veterinarian visit will go toward meeting your deductible.

    How long do I have to file a claim?

    We recommend filing your claim within 180 days from the date of service.

    Can multiple veterinarian visits or conditions go on the same claim form?

    Yes. You can include multiple veterinarian visits on one claim form. Be sure to provide all required information and corresponding invoices.

    How long will it take for me to get my reimbursement?

    Policyholders will receive acknowledgement of claim receipt immediately for claims submitted via the portal, or email or within 1 business day for faxed and mailed in claims. We will assign claims to an agent within 2 business days of receipt. Claims submitted with all documentation and requiring no further review will typically be finalized and payment initiated within 1 business day of claim assignment. Determination and payment of claims with documentation and requiring further review will typically be initiated within 2 business days of receipt of information. Claims requiring additional vet records can take up to 30 days, which includes receipt of records from the vet. Please check your portal for updates on claim status and contact the Customer Care Team with any questions.

    Can I still submit a claim even if my policy has been canceled?

    Yes. As long as the date of service was within the coverage period, the claim could still be eligible.

    How will I get my reimbursement?

    Claims are reimbursed in check form and will be accompanied by an Explanation of Benefits. Please make sure your mailing address is up to date to ensure a speedy return.

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