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Frequently Asked Pet Insurance Questions

What is pet health insurance?

Pet insurance helps you afford quality veterinary care, so you can avoid a tough decision between your pet's well-being and your personal finances.

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'll have financial support to help you give your pets the best care possible.

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. We have 4 increasing levels to fit your needs and budget.  Explore our coverage to see the options available for you.

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. To find out what your pet insurance premium would be, get a free quote now.

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

We issue pet insurance plans on the 1st and 15th of the month. If your application is accepted and payment is received from the 1st to the 14th of the month, your anticipated effective date would be the 15th. If your application is accepted and payment is received after the 15th, your anticipated effective date would be the 1st of the following month. (Please note that all plans are subject to underwriting and are not issued without receipt of payment.)

When can I start using my pet insurance?

One of the great things about our pet insurance is that accident and wellness care coverage, if included, start as soon as your plan is effective. Illness coverage, if included, begins 30 days after your effective date (this waiting period does not apply in all states). Costs associated with the diagnosis, treatment, or surgery for ligament or knee conditions that occur during the first 12-month policy period are not covered.

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 our low installment fee if you pay your 12-month plan in full. This fee is not applicable 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. This way, your pet is even covered if you're travelling.

How do I submit a pet insurance claim?

It's easy! All you have to do is fill out our 1-page claim form , then fax, mail, or email it to us with your receipts. Just make sure you sign the form. 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.

What are "usual and customary covered charges"?

These are veterinary costs covered by your plan and considered typical 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. Our deductible only needs to be met once per plan year, no matter how many incidents occur. This is different from per incident deductibles that require you to pay a new deductible for every single injury or illness, which can really add up. You can also select other annual deductible options if that works better for you. Please note there is a separate $100 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?

Yes. You may be eligible to change your base plan level of coverage. Call us at 1-888-716-1203 for details.

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

Costs associated with the diagnosis, treatment, or surgery for ligament or knee injuries that occur during the first 12 month policy period after enrollment are not covered. If the condition is bilateral, meaning when one leg is affected, both legs are affected, it will be considered as one incident.

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 call us at 1-866-204-6764 to cancel within the first 30 days, and we'll refund your money 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. See the exclusions that apply to your available plans. 

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. Keep in mind that your $100 annual deductible and incident limit reset at that time. Also, unless you have Continuing Care, conditions that occurred in the previous plan period will not be covered in the next plan period, 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.

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 age limitations or surcharges. 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. This does not apply to Level 1.

What are pre-existing conditions?

Pre-existing conditions are conditions 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 pre-existing conditions to keep premiums lower. If a pre-existing condition is curable and 180 days have passed since its cure and last treatment, it may become eligible for coverage.

What are ongoing conditions?

Ongoing 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 ongoing conditions covered?

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. We have 4 increasing levels to fit your needs and budget.  Explore your coverage options 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 your coverage options 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 reissued after 12 months. Continuing Care must be in place when the condition first appears.

Does Continuing Care have a deductible in addition to my base plan deductible?

Continuing Care reimburses 80% of usual and customary covered costs for these conditions with a $100 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 and cats must be at least 8 weeks old. Dogs must also be 8 years old or younger, and cats 10 years old or younger. Conditions that are pre-existing to enrollment in Continuing Care are excluded from this coverage.