Using Your Plan
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 on or 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 selected, 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 injuries 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 the 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, 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 your receipts. To make it even
easier, we don’t require your veterinarian to fill out any part of the form or
sign it, like some other providers do.
How long does it take to get reimbursed?
We work hard to process our pet insurance claims as quickly as possible. Turnaround time can vary depending on how many claims we’re working on at once, though we typically average two weeks or less. 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 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, or you can choose a $250 or $500 annual deductible if that works better for you. 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. Please note that 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?
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?
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 1-800-799-5852 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 on your
renewal date. Keep in mind that your 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.