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 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 Anterior Cruciate Ligament (ACL) or Cranial Cruciate
Ligament (CCL) conditions are not covered during your first plan period
following enrollment.
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 $10.50 issuance 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.
How long does it take to get reimbursed?
We work hard to process our pet insurance claims quickly, but turnaround time can
vary depending on how many claims we’re working on. We review every claim
thoroughly.
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 fair reasonable costs.
How does the deductible work?
Our base plans have a low $100 deductible that only needs to be met once a year
per pet, rather than per incident. So, for example, if the first claim of your
plan year had a total of $250 in usual and customary covered charges, you would be
responsible for the first $100 to meet the deductible. We would then reimburse
you for 80% of the remaining $150.
There is a separate deductible for the Continuing Care coverage
option.
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
. However, you can only add our option
when you first enroll or when your plan renews, not mid-plan.
Do you cover Anterior Cruciate Ligament (ACL) and Cranial Cruciate Ligament (CCL) conditions?
Costs associated with the diagnosis, treatment, or surgery for ACL and CCL conditions are not covered during your first plan period following enrollment. ACL and CCL conditions are considered bilateral, meaning when one leg is affected, we consider both legs affected. Therefore, this condition 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 offer a 30-day money back guarantee as long as no claims were submitted. Just contact us to cancel within the first 30 days, and we’ll refund your money using the payment method you provided.
Call 1-800-799-5852.
What's not covered?
Like all pet insurance providers, we have exclusions, which are treatments that
are not covered. This helps us keep premiums lower and payouts higher.
What happens at renewal?
To make it as easy as possible for you to maintain your coverage without
interruption, we automatically renew your pet insurance plan each year. Keep in
mind that your $100 annual deductible and per incident and annual limits reset
at renewal. Also, unless you selected our Continuing Care option,
illnesses or injuries 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."
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 limitations of coverage.